Comparing Servqual and Servperf Methods in Measuring Service Quality: An Implemantation in a Public Hospital

Aydın B.

Global Conference on Services Management (GLOSERV), Florence, Italy, 3 - 07 October 2017, vol.1, pp.186-187

  • Publication Type: Conference Paper / Summary Text
  • Volume: 1
  • Doi Number: 10.5038/2641-5062-v1
  • City: Florence
  • Country: Italy
  • Page Numbers: pp.186-187
  • Dokuz Eylül University Affiliated: Yes


During the service producing process, customers are in interaction with employees, the atmosphere and the products they present. The consumers do not only think about the cost of the products anymore; they also consider the total benefits of getting these products and services. The competition between the service provider businesses have a huge impact on the improvement of service sector. At the same time, the quality of the services also increases. To improve the quality of the services, it is important for a company to know about the quality understandings of the customers. For this reason, most of the studies focus on quality researches. There are several scales in literature for measuring service quality. The most commonly used ones are SERVQUAL and SERVPERF methods. This study aims to compare the differences of SERVQUAL and SERVPERF methods and analyze the factorial formations of them. In this context, the expectations and the perceptions of the polyclinic patients are measured and evaluated with comparison. In addition, the patients’ expectations and the perceptions about the services provided by the public hospitals are analyzed, and the relation between their overall considerations and their demographic factors are examined. The SERVQUAL results show that the service quality of the hospital does not meet the expectations of the patients. The highest difference is between empathy and responsiveness dimensions. This means that the patients do not satisfied by the employees’ and the doctors’ interest and their efforts of problem solving. The lowest different is found in tangibles. So, the patients are pleased with the physical properties, equipment’s and appearances. The SERVPERF method uses the factorial analysis to measure service performance. According to SERVPERF analysis, it can be seen that the highest scores are found in tangibles and the lowest scores are found in responsiveness and empathy dimensions. Although the results seem similar in the level of dimensions, the differences of these two methods can be seen when we look into the dimensions. As a result, the SERVQUAL and the SERVPERF methods gives familiar outcomes, however SERVPERF gives detailed information, for example about which part of the reliability is more important or what is the most problematic thing that happens to the patients when getting healthcare service in a hospital.