The Perceived Service Quality on Patient: Evidence from University Hospital

Abstract

The aim of this study is to measure the perceptions of the service providers of the university hospital on the service quality. Servqual scale was developed by Parasuraman, Zeithaml and Berry (1985). For his research, servqual scale with 13 items was used. For this purpose, survey data was collected from 165 university-based outpatients who were volunteered to participate in the survey by means of the easy sampling method. By means of AMOS 22.0 package program, frequency distribution, confirmatory factor analysis, goodness of fit indices and average variance extracted (AVE) values were statistically evaluated. Three items with low factor loadings were removed from the original scale developed by Parasuraman, Zeithaml and Berry (1985) who worked on the Servqual scale. The reliability coefficients calculated for the Servqual scale applied to the participants were high reliability level. For CR, it can be stated that the composite reliability condition of all CR values is acceptable. The study is limited to 165 participants and provides information to service quality professionals and researchers using the Servqual scale.