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Comparing public and private hospital care service quality in Turkey

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Abstract:

Purpose ‐ The aim of this article is to examine the differences in service quality between public and private hospitals in Turkey. Design/methodology/approach ‐ This study applies the principles behind the SERVQUAL model and compares Turkey's public and private hospital care service quality. The study sample contains a total of 200 outpatients. Through the identification of 40 service quality indicators and the use of a Likert-type scale, two questionnaires containing 80-items was developed. The former measured patients' expectations prior to admission to public and private hospital service quality. The latter measured patient perceptions of provided service quality. Findings ‐ The results indicate that inpatients in the private hospitals were more satisfied with service quality than those in the public hospitals. The results also suggest that inpatients in the private hospitals were more satisfied with doctors, nurses and supportive services than their counterparts in the public hospitals. Finally, the results show that satisfaction with doctors and reasonable costs is the biggest determinants of service quality in the public hospitals. Originality/value ‐ Consequently, SERVQUAL, as a standard instrument for measuring functional service quality, is reliable and valid in a hospital environment.

Keywords: Hospitals; Perception; SERVQUAL; Turkey

Document Type: Research Article

DOI: http://dx.doi.org/10.1108/13660750610664991

Publication date: April 1, 2006

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