ODU Journal of Social Science Research, vol.6, no.3, pp.839-848, 2016 (International Refereed University Journal)
The aim of the this study performed to evaluate and to measure the level of satisfaction a public hospital in-patient health care areas of people in Kastamonu. The research was conducted using questionnaires and SERVQUAL service quality scale with the participation of 245 patients. This study was found SERVQUAL scale for the quality of service expected in this study Cronbach's Alpha value of 0.820 and SERVQUAL scale for perceived service quality of the Cronbach's Alpha value of 0.918. In this study, the highest expectations of the patients were found to be reliability section.The patients was found to meet the expectations of 89.67%. Service quality scores were found to be negative on the surveyed hospital. Research carried out at the hospital were negative and their expectations of service quality scores of the patients were determined not fully met.