Özet:
Quality perception, which is related to a number of factors and variables, has come to
the fore both because of the features of health services and because of the hospital
quality rating practices of the Ministry of Health in Turkey. Although there are national
and international studies to assess the perceived quality, with the thought that countryspecific
studies are not enough, this study has been thought necessary in order to learn
the main factors which affect public's hospital quality perception in Turkey due to the
facts that culture is an important determinant on quality perception and the results of the
year-to-date studies are different from each other. In Turkey's 3 biggest cities, 2500
people have been asked 28 questions with demographical and descriptive features in the
questionaire in order to define hospital quality and these questions have been perceived
in 4 dimensions. Non-parametric and parametric statistical tests have been applied on
the data gathered. In the scope of analysis, descriptive statistics, reliability analysis,
ANOVA analysis, and Regression analyses have been used. According to the results of
this study, the idea of a high quality hospital changes according to age, income,
education and the city; the tendency to the idea of a well managed hospital changes
according to gender, income, education, and the city and the idea of low-quality
changes according to age, gender, income, education and the city. Whereas education is
the most effective variable in high-quality hospital aspect, gender is the most effective
variable on low-quality hospital. In this study, it has been determined that hospital
quality perception changes according to the demographical features as age, income,
education and the city resided. This study has been reinforced with the fact that there
has been a significant difference in terms of age groups and level of education in
Devebakan and Aksaraylı's study in a private hospital with SERVQUAL scale. We are
made to think that these researches has to be carried out more owing to the fact that
there has been similar and different results with different scales in different
organizations.
