Evaluation of the Relationship Between Service Quality and Patient Satisfaction in Hospitals: Case of Acibadem Hospital

Abstract

The service offering of the sector worldwide and in Turkey remain significant contribution to national income. When we look at the sectors that provide health services in particular, the contribution made in economic growth due to the increase in the life expectancy all over the world and technological advances increased the importance of quality in health services. The place of quality in the field of health has quite different qualities compared to other sectors. There is human life in the health services sector. In this context, the quality of the service provided is the most important factor affecting customer satisfaction. In this study, the effects of the quality of service provided in health services on customer satisfaction were investigated. The sample of this study consists of 300 people selected by simple random sampling method among the patients receiving service at Acıbadem Hospital. As a result of the research, it was noted that there is a significant and positive relationship between patient satisfaction and perceived quality. In addition, it was determined that perceived quality varies according to marital status, age and income level. Also, it has been determined that patient satisfaction varies according to age, income level and the unit whose service is evaluated.