Akademik Veri Yönetim Sistemi
INTERNATIONAL JOURNAL OF HEALTH PLANNING AND MANAGEMENT, cilt.00, ss.1-20, 2026 (SSCI, Scopus)
ABSTRACTBackground and Objectives: The performance of healthcare organisations with their considerably complex structures is oftenon the agenda due to limited resources. Service quality, commonly assessed using the SERVQUAL scale, represents a keyperformance dimension in healthcare delivery. This paper aims to investigate the extent of meeting the expectations in healthservice provision in Turkiye and countries in Asia.Methods: We searched electronic databases, namely Web of Science, Google Scholar, PubMed, and Turkish Council of HigherEducation National Thesis Centre, to find relevant and accessible English and Turkish studies published until 1 January 2023.Eligible studies were empirical research conducted in healthcare settings using the SERVQUAL scale and reportingexpectation–perception gaps. Mean differences with 95% confidence intervals were calculated. Heterogeneity was assessed usingthe I2 and τ2 statistics, and publication bias was evaluated using funnel plots and Egger's test.Results: A total of 47 studies (N = 13,581) were included. The highest quality gap occurred in the responsiveness (0.59) andreliability (0.54) dimensions. Patients had high levels of expectations from healthcare organisations in all five subdomainsexamined for both Turkiye and other Asian countries.Conclusion: Highly significant quality gaps in the examined domains emphasise the need for improvements in appropriate andquality service delivery and the implementation of compassionate patient‐centred approaches. We have concluded thathealthcare managers and decision‐makers should regularly monitor the quality level of provided healthcare services, find thegaps that need to be improved, and better understand how client expectations in healthcare might be shaped in different settingsand countries. Limitations include the restriction to English and Turkish languages, the cross‐sectional design of studies, andvariability in hospital settings. No protocol was registered.