Hizmet kalitesinin hasta memnuniyeti, hasta sadakati ve tekrar tercih niyetine etkisi
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Tarih
2024
Yazarlar
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Yayıncı
Düzce Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Hizmet kalitesinin hasta memnuniyeti, hasta sadakati ve tekrar tercih etme niyeti üzerinde önemli bir etkisi vardır. Bu tez çalışmasının temel amacı, sağlık hizmet kalitesinin hasta memnuniyeti, hasta sadakati ve tekrar tercih niyetine etkisini analiz etmektir. Çalışma, özel ve kamu hastanelerinde sunulan hizmetlerin kalitesinin hastaların genel memnuniyet düzeyleri üzerindeki etkisini değerlendirmeyi, bu memnuniyetin hasta sadakati ile ilişkisini incelemeyi ve hastaların aynı sağlık kurumunu tekrar tercih etme eğilimlerini belirlemeyi hedeflemektedir. Bu bağlamda, sağlık hizmeti kalitesinin, hastaların sağlık hizmetlerinden beklentilerini ne ölçüde karşıladığını, bu beklentilerin karşılanmasının hastaların sadakat ve tekrar tercih niyetleri üzerinde nasıl bir etkisi olduğunu ortaya koymak amaçlanmaktadır. Kantitatif tipte yürütülen bu araştırmanın evreni; Gaziantep ilinde ikamet eden ve kamu hastanelerine başvuran ayaktan sağlık hizmeti alan hastalardan oluşmaktadır. Örneklem olarak; Gaziantep'te en az bir defa sağlık hizmeti almış kişiler seçilmiş ve anket 400 kişiye uygulanmıştır. Araştırmada nicel araştırma yöntemlerinden olan anket yöntemi tercih edilmiştir. Anketler çevrimiçi yöntemle toplanmıştır. Verilerin analizinde SPSS ve AMOS paket programları kullanılmıştır. Araştırmada; betimleyici istatistikler, farklılık testleri ve path (yol) analizi teknikleri kullanılmıştır. Araştırma kapsamındaki değişkenlere güvenirlik analizi uygulanmış ve araştırmanın güvenilir olduğu tespit edilmiştir. Araştırma kapsamında oluşturulan teorik modele yol (path) analizi uygulanmış ve analiz sonucunda elde edilen uyum iyiliği değerlerinin geçerlilik şartlarını sağladığı görülmüştür. Dolayısıyla çalışma güvenilirlik ve geçerlilik şartlarını sağlamaktadır. Yol analizinden elde edilen sonuca göre; hizmet kalitesi hasta memnuniyeti, hasta sadakati ve tekrar satın almayı önemli derecede ve pozitif yönlü olarak etkilediği görülmüştür. Yani, hizmet kalitesi artığında hasta memnuniyeti, hasta sadakati ve tekrar satın alma da artacaktır. Ayrıca cevaplayıcılar genel ortalama olarak bütün değişkenler için "katılıyorum" cevabı verilmişlerdir.
Service quality has a significant impact on patient satisfaction, patient loyalty, and the intention to choose the same service again. The main objective of this thesis is to analyze the effect of healthcare service quality on patient satisfaction, patient loyalty, and the intention to choose the same healthcare provider again. The study aims to evaluate the impact of the quality of services provided in private and public hospitals on the overall satisfaction levels of patients, examine the relationship between this satisfaction and patient loyalty, and determine the tendencies of patients to prefer the same healthcare institution again. In this context, the study aims to reveal to what extent the quality of healthcare services meets patients' expectations, and how the fulfillment of these expectations affects patient loyalty and the intention to choose the same healthcare provider again. This research, which is conducted quantitatively, involves patients who reside in Gaziantep and receive outpatient healthcare services at public hospitals. As a sample, individuals who have received healthcare services in Gaziantep at least once were selected, and a survey was conducted with 400 participants. The survey method, one of the quantitative research methods, was preferred for the study. The surveys were collected online. SPSS and AMOS software packages were used for data analysis. Descriptive statistics, difference tests, and path analysis techniques were used in the study. A reliability analysis was applied to the variables within the scope of the research, and it was determined that the research was reliable. A path analysis was applied to the theoretical model established within the scope of the research, and it was observed that the goodness-of-fit values obtained from the analysis met the validity criteria. Therefore, the study meets the reliability and validity criteria. According to the results obtained from the path analysis, it was found that service quality significantly and positively affects patient satisfaction, patient loyalty, and repurchase intention. In other words, as service quality increases, patient satisfaction, patient loyalty, and repurchase intention also increase. Additionally, the respondents generally agreed with all variables, as indicated by the response of "agree" on average..
Service quality has a significant impact on patient satisfaction, patient loyalty, and the intention to choose the same service again. The main objective of this thesis is to analyze the effect of healthcare service quality on patient satisfaction, patient loyalty, and the intention to choose the same healthcare provider again. The study aims to evaluate the impact of the quality of services provided in private and public hospitals on the overall satisfaction levels of patients, examine the relationship between this satisfaction and patient loyalty, and determine the tendencies of patients to prefer the same healthcare institution again. In this context, the study aims to reveal to what extent the quality of healthcare services meets patients' expectations, and how the fulfillment of these expectations affects patient loyalty and the intention to choose the same healthcare provider again. This research, which is conducted quantitatively, involves patients who reside in Gaziantep and receive outpatient healthcare services at public hospitals. As a sample, individuals who have received healthcare services in Gaziantep at least once were selected, and a survey was conducted with 400 participants. The survey method, one of the quantitative research methods, was preferred for the study. The surveys were collected online. SPSS and AMOS software packages were used for data analysis. Descriptive statistics, difference tests, and path analysis techniques were used in the study. A reliability analysis was applied to the variables within the scope of the research, and it was determined that the research was reliable. A path analysis was applied to the theoretical model established within the scope of the research, and it was observed that the goodness-of-fit values obtained from the analysis met the validity criteria. Therefore, the study meets the reliability and validity criteria. According to the results obtained from the path analysis, it was found that service quality significantly and positively affects patient satisfaction, patient loyalty, and repurchase intention. In other words, as service quality increases, patient satisfaction, patient loyalty, and repurchase intention also increase. Additionally, the respondents generally agreed with all variables, as indicated by the response of "agree" on average..
Açıklama
Anahtar Kelimeler
Sağlık Yönetimi, Healthcare Management
