Health services which are evaluated in professional services, are so important for sustainability of human life and life quality that the quality of health services can’be ignored by healthcare providers. Both of public and private health care providers should improve and modernize their healthcare implementations to satisfy patients and protect their health. Since the increase of private health care enterprises, patients(consumers) have had a preference right. Todays, healthcare enterprises competes with each other to be preferred by patients. That’s why, providing best health service quality became crucial case for health care providers. Providing health service quality as patients expected and wanted is so hard because health services are almost pure service that facilities of tangibles influences health service quality too little. In this context, functional quality which is determined by consumers, is an important issue for healthcare providers. Although healthcare providers can set their managerial standards for health systems based on World’s standard issues but can’t set functional standards for patients without expectations or needs of patients. This study aims to determine patients’ expectations and perceptions of health service quality and find out gaps between expectations and perceptions in a private hospital. The survey method was used to collect data from 100 patients who were selected by convenience sampling method in a private hospital in Kocaeli, Turkey. With SERVQUAL scale, functional health service quality was determined. In SERVQUAL scale, there were five basic service quality dimensions as tangibles, reliability, responsiveness, assurance and empathy. As a result of this study, it was found out that there were significant differences(gaps) between expectations and perceptions of patients and also there were some significant relationships between patients’ demographic characteristics and perception of health service quality.
Health Service, Service Quality, Functional Service Quality, Health Service Quality, SERVQUAL