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Abstract


A Research On The Service Quality Perception Of Outpatients

The aim of this study is to determine the level of service quality in polyclinic services in Sakarya Training and Research Hospital. In other words, service quality perception levels of outpatients are aimed to be revealed. At the same time, it is investigated whether the perception of service quality of outpatients varies according to socio-demographic variables. Descriptive research model was used in the research. The personal information form as a data collection tool and the service quality scale developed by Babakus and Mangold (1992) and adapted to Turkish by Sevimli (2006) was used. Personal information form was used to determine gender, age, marital status, educational status and income status of the patients. The service quality scale includes 15 items representing the 5 dimensions and the expectations of the patients regarding the quality of the hospital. According to the findings of the study, it was seen that the service quality perception levels of the participants were good. There was no significant relationship between gender and marital status and service quality perception levels of the participants. Similarly, no significant relationship was found between the ages of participants and their income status and the level of perception of service quality. However, a significant relationship was found between the educational level of the participants and their perception of service quality.



Keywords
Service Quality, Health Care, Hospital



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