• A O Porsuk and C Cerit.
• District Health Directorate, Atatürk Mah. Duygu Cad. Lüleburgaz, Turkey.
• Niger J Clin Pract. 2023 Jan 1; 26 (1): 233023-30.

BackgroundHealthy Life Centers have recently been added to Turkey's health system as a new service model.AimThis study aims to determine the level of satisfaction among service receivers with a Healthy Life Center by comparing their expectations at the application stage with their perception after receiving service, via the Servqual service quality measurement model.Subjects And MethodsThis descriptive and cross-sectional study was conducted in a Healthy Life Center in Kırklareli City in Turkey. Four hundred and thirty-two participants were included in the survey. In our study, the Servqual scale developed by A. Parasuraman, V. A. Zeithaml, and L. L. Berry and a reliability assessment of the Turkish form performed by Devebakan were used.ResultsThe Tangibles dimension got the lowest (-0.68 ± 1.04) and the Empathy dimension got the highest (-0.02 ± 0.84) Servqual dimension score among all the dimensions of the scale. The overall Servqual scale score was computed as -0.27 ± 0.63 and there was a statistically significant difference between expectations and perceptions (<0.001).ConclusionsSatisfaction from a healthy life center which is built as a new service model is not at the expected level yet. More studies like this one which is a first in its field in terms of methodology will set the ground for a better understanding of the service receivers' expectations and perceptions. That is how the decision-makers can shape up this new service model according to expectations.

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