Abstract

The aim of this study is to compare the expected and perceived quality levels of inpatients in inpatient hospitals in Edirne Provincial Health Directorate. For this purpose, the dimensions of the service quality and the importance of these services according to the service users are determined and the SERVQUAL scores of these hospitals are examined. Survey method is used as a data collection instrument in the research. The sample of the study consisted of 252 inpatients receiving service in three hospitals. The data obtained from the questionnaire was firstly subjected to confirmatory factor analysis with STATA 14.1 program. Since the statistical results obtained, however, were not compatible with the factor dimensions of the researcher who developed the scale, five factors were formed by using explanatory factor analysis with SPSS 23.0 program. Based on these factors, five hypotheses built and the mean of two dependent variables consisting of expected and perceived service quality of inpatients are compared. In terms of interpreting the data, reliability of the scales, and the comparison of expectations and perceptions, which is the purpose of the study, are included in the study. As a result of the analysis, it is figured out that SERVQUAL scores regarding expectations and perception do not show significant differences. According to the dependent variable average test conducted on the expectations and perceptions of inpatients, the results indicate that there is no statistically significant difference between the expectations of the patients before starting to receive service from these hospitals and after receiving inpatient treatment services in line with the responses given to the statements in the questionnaire.