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healthcare services, patient satisfaction, quality, quality assessment, Turkey



  1. Kuguoglu, Sema PhD, RN
  2. Aslan, Fatma Eti PhD, RN
  3. Icli, Gulnur PhD


The purpose of this study was to describe service quality as perceived by 1200 patients who had inpatient treatment at 3 hospitals in Istanbul: university, social security administration, and government. Patients were most satisfied with the helpful attitudes of personnel during check-in procedures, promptness and skill of nurses, overall service provided by physicians, speedy and skilled work of personnel in laboratories and X-ray rooms, and hospitals in general.