Service Quality And Determinants Of Customer Satisfaction In Hospitals: Turkish Experience

Service quality has increasingly been the subject of research in recent years. Parasuraman, Zeithaml, and Berry presented and tested a generic model SERVQUAL to measure the perceived quality of a service. James Carman adapted and applied this instrument for use in the hospital industry. In this study, the researchers use the instrument developed by Carman to collect data from the hospitals in Turkey. The purpose of the study is to examine the important criteria for measuring service quality in the health care industry in Turkey. In their study customer satisfaction measured by three criteria by asking customers; their future purchase intention, how they evaluate overall service quality and how they see overall quality of the hospital. The techniques of factor analysis and the logistic regression models are used to investigate the relationships. The results of our analysis confirm that while tangibility, reliability, courtesy and empathy are significant for customer satisfaction, responsiveness and assurance are not.