Beklenen ve algılanan sağlık hizmet kalitesinin ayaktan hastamemnuniyetine etkisi: Üniversite hastanesi örneği
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Dosyalar
Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu araştırmanın temel amacı Beklenen ve Algılanan Sağlık Hizmet Kalitesinin Ayaktan Hasta Memnuniyetine Etkisini tespit etmektir. Nicel araştırma yönteminin kullanıldığı araştırmada veriler hastalardan yüz yüze anket yöntemi ile toplanmıştır (değerlendirmeye alınan veri sayısı 400'dür). Araştırmanın evrenini; Düzce Üniversitesi Araştırma Hastanesinde ayaktan sağlık hizmeti alan hastalar oluşturmaktadır. Araştırmada; betimleyici istatistikler, farklılık testleri, açıklayıcı faktör analizi, yol (path) analizi teknikleri kullanılmıştır. Verilerin analizinde SPSS 21 ve AMOS 22 paket programları kullanılmıştır. Araştırma sonuçları Düzce Üniversitesinde ayaktan sağlık hizmeti alan hastaların düşüncelerini yansıtmaktadır. Araştırmada kullanılan hasta memnuniyeti ölçeğine yönelik açıklayıcı faktör analizi yapılmış ve ölçek Klinik Süreçlerden Memnuniyet, Personel Yaklaşımından Memnuniyet, Fiziksel Unsurlardan Memnuniyet olmak üzere üç faktöre ayrılmıştır. Servqual Hizmet Kalitesi ölçeği ise literatürde fiziksel özellikler, güvenilirlik, heveslilik, güvence ve empati olmak üzere beş boyut olarak ele alınmaktadır. Klinik süreçler memnuniyeti; sağlık hizmet kalitesinin boyutlarından olan beklenen güvenilirliği, beklenen hevesliliği, beklenen güvenceyi, algılanan fiziksel özellikleri, algılana güvenilirliği ve algılanan hevesliliği anlamlı düzeyde etkilediği tespit edilmiştir. Personel Yaklaşımından Memnuniyeti; beklenen hevesliliği, beklenen güvence, algılanan fiziksel özelliği, algılanan güvenirliği, algılanan hevesliliği ve algılanan hevesliliği anlamlı düzeyde etkilediği tespit edilmiştir. Fiziksel Unsurlardan Memnuniyeti; beklenen hevesliliği, beklenen güvenceyi, beklenen empati, algılanan fiziksel özelliği, algılanan güvenilirliği ve algılanan empati anlamlı düzeyde etkilediği tespit edilmiştir. Yapılan analiz sonucunda beklenen ve algılanan sağlık hizmet kalitesi hasta memnuniyetini etkilediği sonucu ortaya çıkmıştır.
The main purpose of this research is to determine the Effect of Expected and Perceived Health Service Quality on Outpatient Satisfaction. 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).The universe of the research is composed of patients receiving outpatient health services at Düzce University Research Hospital. Descriptive statistics, difference tests, explanatory factor analysis, path analysis techniques were used in the research. SPSS 21 and AMOS 22 package programs were used in the analysis of the data. The research results reflect the thoughts of patients who receive outpatient health services at Düzce University. An explanatory factor analysis was conducted for the patient satisfaction scale used in the research and the scale was divided into three factors: Satisfaction with Clinical Processes, Satisfaction with Staff Approach, Satisfaction with Physical Elements.. On the other hand, the Servqual Service Quality scale is considered in the literature as five dimensions: physical characteristics, reliability, enthusiasm, assurance and empathy. It has been found that clinical process satisfaction significantly affects the expected reliability, expected enthusiasm, expected assurance, perceived physical characteristics, perceived reliability and perceived enthusiasm from the dimensions of health service quality. Satisfaction with Personnel Approach; It was determined that expected responsiveness, expected assurance, perceived physical feature, perceived reliability, perceived responsiveness and perceived responsiveness were significantly affected.Satisfaction with Physical Elements; It has been determined that expected responsiveness, expected assurance, expected empathy, perceived physical feature, perceived reliability and perceived empathy significantly affect. As a result of the analysis, it was concluded that the expected and perceived health service quality affects patient satisfaction.
The main purpose of this research is to determine the Effect of Expected and Perceived Health Service Quality on Outpatient Satisfaction. 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).The universe of the research is composed of patients receiving outpatient health services at Düzce University Research Hospital. Descriptive statistics, difference tests, explanatory factor analysis, path analysis techniques were used in the research. SPSS 21 and AMOS 22 package programs were used in the analysis of the data. The research results reflect the thoughts of patients who receive outpatient health services at Düzce University. An explanatory factor analysis was conducted for the patient satisfaction scale used in the research and the scale was divided into three factors: Satisfaction with Clinical Processes, Satisfaction with Staff Approach, Satisfaction with Physical Elements.. On the other hand, the Servqual Service Quality scale is considered in the literature as five dimensions: physical characteristics, reliability, enthusiasm, assurance and empathy. It has been found that clinical process satisfaction significantly affects the expected reliability, expected enthusiasm, expected assurance, perceived physical characteristics, perceived reliability and perceived enthusiasm from the dimensions of health service quality. Satisfaction with Personnel Approach; It was determined that expected responsiveness, expected assurance, perceived physical feature, perceived reliability, perceived responsiveness and perceived responsiveness were significantly affected.Satisfaction with Physical Elements; It has been determined that expected responsiveness, expected assurance, expected empathy, perceived physical feature, perceived reliability and perceived empathy significantly affect. As a result of the analysis, it was concluded that the expected and perceived health service quality affects patient satisfaction.
Açıklama
Anahtar Kelimeler
Sağlık Yönetimi, Healthcare Management
