Perceived Service Quality of Public and Private Hospitals in Samsun
Yıl: 2021 Cilt: 16 Sayı: 4 Sayfa Aralığı: 1317 - 1332 Metin Dili: İngilizce DOI: 10.7827/TurkishStudies.517367 İndeks Tarihi: 30-05-2022
Perceived Service Quality of Public and Private Hospitals in Samsun
Öz: Service quality is one of the most important issues in the health sector and it is a concept that has
been emphasized recently in terms of providing competitive advantage to businesses. In this context, various
studies and research is being done both academically and within the sector. Quality was defined as the whole
of the characteristics based on meeting the present or potential requirements of a product or service. Service
quality is the ability of the person providing the service to provide the product or service to the customers in a
complete, right time and way while performing their performance. Since, meeting the expectations of the
customers and showing the best performance of the service provider are the main determinants of service
quality, it is almost impossible to standardize the service quality. However, taking into consideration features
such as physical characteristics, satisfaction and the performance of employees, it is possible to evaluate
service quality. The service quality level of these hospitals was determined by the SERVQUAL scale applied
to volunteer patients receiving service from 3 private and 3 public hospitals in Samsun. The sample of the
study consists of 330 volunteers who were randomly selected, residing in Samsun and had received service
from the hospitals in Samsun at least twice before. As a result of the study, it was determined that the level of
meeting patient / customer expectations of the hospitals operating in Samsun is at "medium level" for public
hospitals and "at a good level" for private hospitals. While the sub-dimension of responsiveness provides the
most important effect on service quality in private hospitals, it provides the sub-dimension of trust in public
hospitals.
Anahtar Kelime: Samsun’da Kamu ve Özel Hastanelerin Algılanan Hizmet Kalitesi
Öz: -
Anahtar Kelime: Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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| APA | Akdeniz özpolat H, TUNÇ T (2021). Perceived Service Quality of Public and Private Hospitals in Samsun. , 1317 - 1332. 10.7827/TurkishStudies.517367 |
| Chicago | Akdeniz özpolat Handan,TUNÇ Taner Perceived Service Quality of Public and Private Hospitals in Samsun. (2021): 1317 - 1332. 10.7827/TurkishStudies.517367 |
| MLA | Akdeniz özpolat Handan,TUNÇ Taner Perceived Service Quality of Public and Private Hospitals in Samsun. , 2021, ss.1317 - 1332. 10.7827/TurkishStudies.517367 |
| AMA | Akdeniz özpolat H,TUNÇ T Perceived Service Quality of Public and Private Hospitals in Samsun. . 2021; 1317 - 1332. 10.7827/TurkishStudies.517367 |
| Vancouver | Akdeniz özpolat H,TUNÇ T Perceived Service Quality of Public and Private Hospitals in Samsun. . 2021; 1317 - 1332. 10.7827/TurkishStudies.517367 |
| IEEE | Akdeniz özpolat H,TUNÇ T "Perceived Service Quality of Public and Private Hospitals in Samsun." , ss.1317 - 1332, 2021. 10.7827/TurkishStudies.517367 |
| ISNAD | Akdeniz özpolat, Handan - TUNÇ, Taner. "Perceived Service Quality of Public and Private Hospitals in Samsun". (2021), 1317-1332. https://doi.org/10.7827/TurkishStudies.517367 |
| APA | Akdeniz özpolat H, TUNÇ T (2021). Perceived Service Quality of Public and Private Hospitals in Samsun. Turkish Studies - Economics, Finance, Politics , 16(4), 1317 - 1332. 10.7827/TurkishStudies.517367 |
| Chicago | Akdeniz özpolat Handan,TUNÇ Taner Perceived Service Quality of Public and Private Hospitals in Samsun. Turkish Studies - Economics, Finance, Politics 16, no.4 (2021): 1317 - 1332. 10.7827/TurkishStudies.517367 |
| MLA | Akdeniz özpolat Handan,TUNÇ Taner Perceived Service Quality of Public and Private Hospitals in Samsun. Turkish Studies - Economics, Finance, Politics , vol.16, no.4, 2021, ss.1317 - 1332. 10.7827/TurkishStudies.517367 |
| AMA | Akdeniz özpolat H,TUNÇ T Perceived Service Quality of Public and Private Hospitals in Samsun. Turkish Studies - Economics, Finance, Politics . 2021; 16(4): 1317 - 1332. 10.7827/TurkishStudies.517367 |
| Vancouver | Akdeniz özpolat H,TUNÇ T Perceived Service Quality of Public and Private Hospitals in Samsun. Turkish Studies - Economics, Finance, Politics . 2021; 16(4): 1317 - 1332. 10.7827/TurkishStudies.517367 |
| IEEE | Akdeniz özpolat H,TUNÇ T "Perceived Service Quality of Public and Private Hospitals in Samsun." Turkish Studies - Economics, Finance, Politics , 16, ss.1317 - 1332, 2021. 10.7827/TurkishStudies.517367 |
| ISNAD | Akdeniz özpolat, Handan - TUNÇ, Taner. "Perceived Service Quality of Public and Private Hospitals in Samsun". Turkish Studies - Economics, Finance, Politics 16/4 (2021), 1317-1332. https://doi.org/10.7827/TurkishStudies.517367 |
