Assestment of hospital service quality from the view of physician, patient and health managers

Abstract

Objective: Today, increasing competition conditions, increasing costs, changing the diagnosis and treatment methods with the advancement of technology, and increasing patient expectations increase the importance of service quality in the health sector.The aim of this study is to evaluate the service quality in hospital from the perspective of patients, hospital managers and physicians.Method: The population and sample of the study consisted of physicians, patients and hospital managers in Sivas Numune Hospital. The study was conducted with 60 participants who voluntarily agreed to participate. Two-part survey method was used as data collection tool. In the first part, the questions about the identifier characteristics of the participants and the second part are the five-dimensional SERVPERF scale. The data were collected by the researcher between 25.04.2019 and 10.05.2019 by face to face interview technique. AHP analysis was performed in the study. Findings and Results: The study was carried out with 20 patients, 20 physicians and 20 managers. 66.7% of the participants were male; 73.3% were married and 76% of them are at undergraduate and graduate level. 70% of the patients participated in the study provided 3 or more applications. According to the results of AHP analysis, reliability, responsiveness, assurance, tangibles and empathy dimension were found to be important for the evaluation of service quality. The importance of physicians for tangibles, empathy, assurance, reliability and responsiveness. For hospital managers, the importance rankings are empathy, tangibles, reliability, assurance and responsiveness. Although there are studies evaluating hospital service quality from the perspective of patients in the literature, there are no studies evaluating the internal and external stakeholders together.