The role of expectations in patients' hospital assessments: A Turkish university hospital example

摘要: Purpose – This paper aims to conduct a preliminary assessment of patient attitudes regarding important aspects service dimensions using SERVQUAL. Design/methodology/approach The SERVQUAL scale is routinely used at the Baskent University Hospitals Network, Turkey. study consisted 550 randomly chosen patients who presented any member hospital network during January and February 2006 received treatment as inpatients or outpatients those healthcare facilities.Findings patients' perceived scores were higher than expected for an ordinary but lower high‐quality hospital. Young had high‐expected score gap low adequate difference. Highly educated Uninsured Originality/value multidisciplinary teams have performed periodic satisfaction surveys in order identify stre...