International Congress on Eurasian Economies
26-28 June 2024 – Bishkek, KYRGYZSTAN
Paper properties
Paper ID : 2934
Status : Paper accepted
Language : Turkish
Topic : Sectoral Analyses
Presenter: Ph.D. candidate Güler Koşti
Session : 3B Sağlık ve Tarım
A Systematic Review on the Use of SERVPERF Service Quality and Measurement Method in Health Services
Sağlık Hizmetlerinde SERVPERF Hizmet Kalitesi ve Ölçüm Yönteminin Kullanımı Üzerine Sistematik Bir Derleme
- Ph.D. candidate Güler Koşti (Kyrgyz-Turkish Manas University, Kyrgyzstan)
- Ph.D. candidate Berna Kırıkoğlu (Muğla Sıtkı Koçman University, Türkiye)
Abstract
Rapid changes in the world and in Turkey, technological advances, increasing information sharing, reaching the best and the highest quality of what is desired are just some of the reasons that will make it compulsory for the service sector to improve itself. Health enterprises appear as a service area in the service sector. However, health enterprises differ from other service enterprises in terms of the fact that the subject of health enterprises is human and public health and carries life risk. Therefore, in this study, the concept of service quality in health services is mentioned and the SERVPERF service quality model, which is one of the most widely used models in the literature, is included. The aim of this study is to systematically evaluate selected studies on service quality measurements using the SERVPERF scale in the health sector in the domestic and foreign literature. The research data consist of 15 randomly selected studies conducted in the health sector between 2015 and 2024. The studies that constitute the source of the research were selected from Pubmed, Google Scholar and WoS databases between January and February 2024. The searches were made using the keywords "servperf" AND "health". In the research, studies on quality perceptions in the health sector in national and international literature were evaluated in terms of author, country of study, purpose, number of participants, data collection method and findings. The results showed that the most important dimension in service quality measurement is "Assurance" and the least important dimension is "Tangibility".
JEL codes: I10, I19, I14
