Beklenen ve Algılanan Sağlık Hizmet Kalitesinin Ayaktan Hasta Memnuniyetine Etkisi: Üniversite Hastanesi Örneği
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Date
2024
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Publisher
Yusuf ÖCEL
Access Rights
info:eu-repo/semantics/openAccess
Abstract
Amaç: Bu araştırmanın temel amacı beklenen ve algılanan sağlık hizmet kalitesinin ayaktan hasta memnuniyetine etkisini tespit etmektir. Gereç ve Yöntem: Araştırmanın evrenini; Düzce Üniversitesi Araştırma Hastanesinde ayaktan sağlık hizmeti alan hastalar oluşturmaktadır. Nicel araştırma yönteminin kullanıldığı araştırmada veriler hastalardan yüz yüze anket yöntemi ile toplanmıştır (değerlendirmeye alınan veri sayısı 400’dür). Toplanan veriler IBM SPSS 23 ve AMOS istatistik programları ile analiz edilmiştir. Bulgular: Klinik süreçler memnuniyetin, personel yaklaşımından memnuniyetin ve fiziksel unsurlardan memnuniyetin; sağlık hizmet kalitesinin boyutlarından olan beklenen güvenilirliği, beklenen hevesliliği, beklenen güvenceyi, algılanan fiziksel özellikleri, algılana güvenilirliği ve algılanan hevesliliği anlamlı düzeyde etkilediği tespit edilmiştir. Sonuç: Beklenen ve algılanan sağlık hizmet kalitesinin hasta memnuniyetini anlamlı düzeyde etkilediği tespit edilmiştir. Ayrıca, ayaktan hastaların yanı sıra yatarak tedavi gören hastalar da araştırma kapsamına dahil edilebilir.
Purpose: The main purpose of this research is to determine the Effect of Expected and Perceived Health Service Quality on Outpatient Satisfaction. Material and Method: The universe of the research is composed of patients receiving outpatient health services at Düzce University Research Hospital. In the study, in which the quantitative research method was used, the data were collected from the patients by face-to-face survey method (the number of data taken into evaluation was 400). IBM SPSS 23 and AMOS package programs were used to analyze the data. Findings: Satisfaction with clinical processes, satisfaction with staff approach and satisfaction with physical elements were found to significantly affect expected reliability, expected enthusiasm, expected assurance, perceived physical characteristics, perceived reliability and perceived enthusiasm, which are the dimensions of health service quality. Result: Expected and perceived health service quality were found to significantly affect patient satisfaction. In addition, inpatients as well as outpatients can be included in the study.
Purpose: The main purpose of this research is to determine the Effect of Expected and Perceived Health Service Quality on Outpatient Satisfaction. Material and Method: The universe of the research is composed of patients receiving outpatient health services at Düzce University Research Hospital. In the study, in which the quantitative research method was used, the data were collected from the patients by face-to-face survey method (the number of data taken into evaluation was 400). IBM SPSS 23 and AMOS package programs were used to analyze the data. Findings: Satisfaction with clinical processes, satisfaction with staff approach and satisfaction with physical elements were found to significantly affect expected reliability, expected enthusiasm, expected assurance, perceived physical characteristics, perceived reliability and perceived enthusiasm, which are the dimensions of health service quality. Result: Expected and perceived health service quality were found to significantly affect patient satisfaction. In addition, inpatients as well as outpatients can be included in the study.
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Keywords
Servqual Hizmet Kalitesi Ölçeği|Sağlık Hizmetlerinde Kalite|Hasta Memnuniyeti|Servqual Service Quality Scale|Quality in Health Services|Patient Satisfaction
Journal or Series
Journal of Current Marketing Approaches and Research
WoS Q Value
Scopus Q Value
Volume
5
Issue
2
