SERVICE QUALITY IN HEALTHCARE SERVICES: AN APPLICATION IN PRIVATE DENTAL CLINIC

At present, succeeding and competing of the health institutions  substantially based on the quality service provided. It is seen that the studies on measuring the quality of health services gradually increase in recent years. This research was conducted in a private dental clinic in Istanbul between the dates of 15th June 2014-15th August 2014 for the purpose of measuring the quality of the health services that they perceived or expected. Our study is composed of totally 200 patients who applied to the clinic during the investigation period and accepted to attend to the study as well. The questionnaire form has two parts. The questions about the socio-demographic features are in the first part, questions of SERVQUAL Service Quality Scale are in the second part. The data obtained from the research are subjected to reliability analysis, and all the sub-dimensions of the scale is found as high-level reliable. Attendees’ point averages of Tangibles, Reliability, Responsiveness, Assurance, Empathy and General Service Quality SERVQUAL are found as high when the Expected and Perceived Quality levels of them are considered. It is determined when being reviewed the SERVQUAL point averages after getting the clinic service that they left with the perception more than expected.