Uvod: Kvaliteta usluga u zdravstvu sve je češće predmet različitih istraživanja. Posebno mjesto u takvim istraživanjima zauzima mjerenje kvalitete zdravstvenih usluga, pri čemu važnu ulogu ima određivanje načina na koji ih percipiraju korisnici. Cilj i metode: Primjenom prilagođenoga modela SERVQUAL u ovom radu istražena su očekivanja i percepcija 178 korisnika zdravstvenih usluga u Specijalnoj bolnici za medicinsku rehabilitaciju bolesti srca, pluća i reumatizma Thalassotherapia Opatija. Rezultati: Dimenzije su koje su mjerene ovim istraživanjem: opipljivost, pouzdanost, sigurnost, razumijevanje i odgovornost. Rezultati provedenoga empirijskog istraživanja potvrdili su prikladnost modela SERVQUAL za mjerenje kvalitete zdravstvenih usluga. Utvrđeno je da postoji znatan jaz između percepcija i očekivanja korisnika usluga. Jaz je bio najveći pri ocjeni opipljivosti, tj. fizičkih elemenata pružanja usluga, dok je najmanji jaz kod razumijevanja (–0,11) i sigurnosti (–0,13) te odgovornosti (–0,17), što znači da su korisnici, iako je jaz negativan, ipak dobili očekivanu uslugu. Ispitanici su bili zadovoljni ukupno primljenim uslugama (6,65/7) i boravkom te imaju povjerenje u ustanovu uz ocjenu da je zdravstvena usluga premašila očekivanja (6,28/7). Skloni su ustanovu preporučiti drugima (prosječna ocjena tvrdnje 6,65), a i sami se ponovno koristiti njezinim uslugama (6,74/7). Očekivanja, ali i percepcije, ovise i o spolu, dobi i obrazovanju. Žene imaju veća očekivanja od muškaraca, ali i bolje percipiraju kvalitetu dobivene usluge. Stariji korisnici dobivenu uslugu percipiraju kvalitetnijom od mlađih korisnika. Korisnici s višom razinom obrazovanja statistički značajnije, u odnosu na ostale ispitanike, očekuju da osoblje nađe vremena odgovoriti na njihova pitanja i da razumije njihove specifične potrebe te očekuju točnost u vremenu pružanja usluge.; Introduction: The quality of health care services is increasingly becoming the subject of different studies. A special place in such studies is taken by the measurement of the quality of health services, and by defining their perception from the users’ perspective. Objective and methods: By applying an adjusted SERVQUAL model, the expectations and perceptions of 178 health service users in Thalassotherapy Opatija were investigated. Results: Suitability of the SERVQUAL model for measuring the quality of health services has been verified. It has been found out that there is a significant gap between perception and expectation of service users. The highest gap was recorded when evaluating tangibility, i.e. physical elements of service delivery, while the lowest level was recorded when evaluating understanding (-0.11), security (-0.13) and responsibility (-0.17), which still means that the users have nevertheless received the expected service. They were satisfied with the total number of services received (6.65) and their stay as well, and it was also found out that they have confidence in the institution. On the other hand the health care services exceeded the expectations (6.28). The users tend to recommend the institution to others (6.65) and to use its services by themselves again (6.74). The results showed that female users have higher expectations than males, and that they have a better perception of the quality of provided services. The older users have better perception of provided services than the younger ones. When compared to the others, the users with a higher level of education show in terms of statistics higher expectations - they expect the staff to take some time to answer their questions, to understand their specific needs, and they also expect accuracy in service delivery.