THE RELATIONSHIP BETWEEN HEALTH LITERACY AND PERCEIVED SERVICE QUALITY: A CASE STUDY OF A PRIVATE HOSPITAL

The aim of this study is to examine the relationship between individuals' health literacy levels and their perceived quality of healthcare services. The study was conducted with 376 participants aged 18 and over who visited a private hospital in Ankara. As part of the research, a questionnaire consisting of demographic questions, the Health Literacy Scale, and the Service Quality Scale (SERVQUAL) was administered to the participants. The findings of the study indicate that individuals with higher levels of health literacy tend to evaluate the healthcare services they receive more positively. It was observed that as age increases, health literacy levels decrease, while perceptions of service quality improve. Additionally, it was found that as education levels increase, health literacy scores rise, but perceived service quality scores decrease. Furthermore, gender was found to have no significant effect on health literacy or service quality perceptions. However, it was determined that individuals without chronic illnesses had higher levels of both health literacy and service quality perceptions. In conclusion, the study reveals a positive relationship between health literacy and perceived service quality. This suggests that health literacy plays an important role in understanding service quality. Individuals with higher health literacy are more actively engaged in healthcare systems and report greater satisfaction with the services they receive. The results highlight the importance of developing educational and policy initiatives aimed at improving health literacy, as these could contribute to enhancing the efficiency and sustainability of healthcare services. It is suggested that strategies to improve health literacy may lead to greater satisfaction among individuals and improve the overall quality of healthcare services.