Patient perceptions of service quality have become a critical component in measuring quality of care and healthcare services. The SERVPERF model of measurement for customer perception was used to measure hospital service quality in Turkey to study patients’ perceived level of quality of services offered and to analyze the predictors of service quality in terms of the dimensions and items of the SERVPERF model. The five dimensions considered were tangibles, reliability, responsiveness, empathy, and assurance. Cross-sectional surveys were completed by 972 inpatients to determine perceived quality. Positive and significant relations were identified among the service quality dimensions. The most significant correlation was between reliability and responsiveness. The logistic regression model used indicated that all dimensions of SERVPERF were a significant predictor for high levels of overall service quality. In this study, service quality and its measures were analyzed in a state hospital located in a development priority area in Turkey. The findings indicate all 5 dimensions of SERVPERF model are significantly related to overall service quality as well as the indicators of high service quality. The findings present several measurement implications of service quality in healthcare. The study is limited to the sample from in-inpatient care departments in a single public hospital in Turkey. However, the results of this study provide significant applications for the government procedures in measuring service quality in hospitals.

The Problem: Employers view today’s science, technology, engineering, and math (STEM) program graduates as deficient in interpersonal skills that are essential for team and organizational performance. However, STEM programs continue to effectively engage in interpersonal skills development in college level, instead placing the responsibility of such development on employers. The Solution: A competency modeling framework should inform the design of such education programs, and this article describes such a framework and an educational program that used the framework to identify needed interpersonal skills and successfully develop them in STEM students. The framework will help HRD (human resource development) professionals take an active role in identifying the competencies needed for STEM program graduate success. The Stakeholders: The article provides HRD academics with a framework to identify competencies needed for workplace success in a given academic field. As education programs such as described here are developed, STEM organizations may receive workers who are more productive and less in need of leadership development expenditure.