Sağlık alanında SERVQUAL ve SERVPERF yöntemlerinin kullanımı: Literatür incelemesi

Introduction: In the process to date, the service sector has been developing and the health sector has taken its place in this development. The high quality of services within the developing health sector and its ability to measure provide competitive advantage to institutions. SERVQUAL developed by Parasuraman et al. and SERVPERF developed by Cronin and Taylor have been the most widely used methods for measuring service quality. In addition, various measurement methods have been used. Aim: The aim of this study is to examine the use of SERVQUAL and SERVPERF methods, which are frequently used in service quality measurement, in the field of health within the last five years and to classify these methods according to various criteria such as year, country, published journal. Material and Method: This study was designed as a literature review. The literature review was performed with the relevant keywords in five different databases. The review was carried out between 2014-2018 and the publications in English were taken into consideration. Findings: As a result of the study, it was determined that Iran was the most published country regarding SERVQUAL and SERVPERF methods. In addition, it was observed that the use of the two methods increased in total from 2014 to 2018. Result: As a result, SERVQUAL method was used much more than SERVPERF method (93% and 7%, respectively). Therefore, it is considered that it is important to investigate various measurement methods in service quality measurement and to develop alternatives to SERVQUAL method.