Research Article
DİŞ SAĞLIĞI HİZMETLERİNDE KALİTE: VAN YÜZÜNCÜ YIL ÜNİVERSİTESİ DİŞ HEKİMLİĞİ HASTANESİ ÜZERİNE BİR ARAŞTIRMA
Abstract
İnsanların sağlık alanındaki
hassasiyetleri bu alandaki hizmet kalitesi beklentilerini de yükseltmektedir.
Sağlık hizmetlerinin titizlik isteyen karmaşık yapısı bu alanda kalitenin
sağlanmasını ve ölçülmesini zorlaştırmaktadır. Bu çalışmada SERVQUAL ölçeğinin beş boyutunun yanı
sıra bilgilendirme boyutu da dikkate alınarak, algılanan hizmet kalitesi
üzerinden, ağız ve diş sağlığı alanında hizmet veren Van Yüzüncü Yıl Üniversitesi
Diş Hekimliği hastanesinin
hizmet kalitesi ve memnuniyet düzeyi ölçülmüştür. Yapılan analizlerde hastanenin
hizmet kalitesinin tüm kalite boyutları açısından iyi olarak değerlendirildiği
ve genel memnuniyet düzeyinin yüksek olduğu görülmüştür. Ayrıca genel
memnuniyet ve kalite boyutları arasındaki ilişkilere yönelik korelasyon analizinde,
gerek boyutların kendi aralarında gerekse boyutlar ile genel memnuniyet aralarında
güçlü pozitif ilişkiler bulunmuştur.
References
- Adebayo, E., Adesina, B., Ahaji, L., ve Hussein, N. (2014), "Patient assessment of the quality of dental care services in a Nigerian hospital", Journal of Hospital Administration, 3(6), s.20-28.
- Ahmed, A., Saad, A., Albjadi, O., ve Khalaf, A. (2015), "Satisfaction of patient’s in the dental clinics of Riyadh Dental College, Riyadh University, Saudi Arabia", IOSR Journal of Dental and Medical Sciences, 14(11), s.93-96.Al-Mudaf, B. A., Moussa, M. A., Al-Terkya, M. A., Al-Dakhil, G. D., El-Farargy, A. E., ve Al-Ouzairi, S. S. (2003), "Patient Satisfaction with Three Dental Speciality Services: A Centre-Based Study", Med Princ Pract, 12, s.39-43.
- Bahadori, M., Raadabadi, M., Ravangard, R., ve Baldacchino, D. (2015), "Factors affecting dental service quality", International Journal of Health Care Quality Assurance, 28(7), s.678-689.
- Baldwin, A., ve Sohal, A. (2003), "Service quality factors and outcomes in dental care", Managing Service Quality, 13(3), s.207-216.
- Brinkman, W.P.(2009), Design of a Questionnaire Instrument, Handbook of Mobile Technology Research Methods, Nova Publisher.
- Chang, W.-J., ve Chang, Y.-H. (2013), "Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care", Journal of Dental Sciences, 8, s.239-247.
- Cronin, J. J., ve Steven, T. (1994), "Serperf Versus SERVQUAL: Reconciling Performance-Based", Journal of Marketing, 58(1), s.125-131.
- Çavdar, E., Kıpçak, E., ve Önal, E. (2017), "Hizmet Kalitesinde Yeni Bir Boyut: Bilgilendirme", Yüzüncü Yıl Üniversitesi İktisadi ve İdari Bilimler Dergisi, 3, s.138-155.
- Dewi, F., Sudjana, G., ve Oesman, Y. (2011), "Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness", Dental Research Journal, 8(4), s.172-177.
- Esa, R., Rajah, P., ve Abdul, I. (2004), "Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces", Community Dental Health, 23, s.15-20.
- Eslamipour, F., Tahani, B., Heydari, K., ve Salehi, H. (2017), "Dental care satisfaction among adult population in Isfahan, Iran and its influencing factors", J Oral Health Oral Epidemiol, 6(4), s.218-225.
- Hadwich, K., Georgi, D., Tuzovic, S., Büttner, J., ve Bruhn, M. (2010), "Perceived quality of e-health services:A conceptual scale development of e-health", International Journal of Pharmaceutical and Healthcare Marketing, 4(2), s.112-136.
- Hashim, R. (2005), "Patient satisfaction with dental services at Ajman University, United Arab Emirates", Eastern Mediterranean Health Journal, 11(5/6), s.913-921.John, J., Yatim, F. M., ve Mani, S. (2016), "Measuring Service Quality of Public Dental Health Care Facilities in Kelantan,Malaysia", Asia-Pacific Journal of Public Health, 23(5), s.742-753.
- Juvance, C. (2015), "The view of regular attendees on the quality of dental health care in India", Internatıonal Journal Of Preventıve Dentıstry And Oral Epıdemıology, 4(1), s.30-34.
- Kaldenberg, D., Becker, B., Browne, B., ve Browne, W. (1997), "Identifying Service Quality Strengths and Weaknesses Using SERVQUAL: A Study of Dental Services", Health Marketing Quarterly, 15(2), s.69-86.
- Lim, P., ve Tang, N. (2000), "A study of patients' expectations and satisfaction in Singapore hospitals", International Journal of Health Care Quality Assurance, 13(7), s.290-299.
Year 2019,
Volume: 5 Issue: 2, 347 - 370, 25.10.2019
Abstract
References
- Adebayo, E., Adesina, B., Ahaji, L., ve Hussein, N. (2014), "Patient assessment of the quality of dental care services in a Nigerian hospital", Journal of Hospital Administration, 3(6), s.20-28.
- Ahmed, A., Saad, A., Albjadi, O., ve Khalaf, A. (2015), "Satisfaction of patient’s in the dental clinics of Riyadh Dental College, Riyadh University, Saudi Arabia", IOSR Journal of Dental and Medical Sciences, 14(11), s.93-96.Al-Mudaf, B. A., Moussa, M. A., Al-Terkya, M. A., Al-Dakhil, G. D., El-Farargy, A. E., ve Al-Ouzairi, S. S. (2003), "Patient Satisfaction with Three Dental Speciality Services: A Centre-Based Study", Med Princ Pract, 12, s.39-43.
- Bahadori, M., Raadabadi, M., Ravangard, R., ve Baldacchino, D. (2015), "Factors affecting dental service quality", International Journal of Health Care Quality Assurance, 28(7), s.678-689.
- Baldwin, A., ve Sohal, A. (2003), "Service quality factors and outcomes in dental care", Managing Service Quality, 13(3), s.207-216.
- Brinkman, W.P.(2009), Design of a Questionnaire Instrument, Handbook of Mobile Technology Research Methods, Nova Publisher.
- Chang, W.-J., ve Chang, Y.-H. (2013), "Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care", Journal of Dental Sciences, 8, s.239-247.
- Cronin, J. J., ve Steven, T. (1994), "Serperf Versus SERVQUAL: Reconciling Performance-Based", Journal of Marketing, 58(1), s.125-131.
- Çavdar, E., Kıpçak, E., ve Önal, E. (2017), "Hizmet Kalitesinde Yeni Bir Boyut: Bilgilendirme", Yüzüncü Yıl Üniversitesi İktisadi ve İdari Bilimler Dergisi, 3, s.138-155.
- Dewi, F., Sudjana, G., ve Oesman, Y. (2011), "Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness", Dental Research Journal, 8(4), s.172-177.
- Esa, R., Rajah, P., ve Abdul, I. (2004), "Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces", Community Dental Health, 23, s.15-20.
- Eslamipour, F., Tahani, B., Heydari, K., ve Salehi, H. (2017), "Dental care satisfaction among adult population in Isfahan, Iran and its influencing factors", J Oral Health Oral Epidemiol, 6(4), s.218-225.
- Hadwich, K., Georgi, D., Tuzovic, S., Büttner, J., ve Bruhn, M. (2010), "Perceived quality of e-health services:A conceptual scale development of e-health", International Journal of Pharmaceutical and Healthcare Marketing, 4(2), s.112-136.
- Hashim, R. (2005), "Patient satisfaction with dental services at Ajman University, United Arab Emirates", Eastern Mediterranean Health Journal, 11(5/6), s.913-921.John, J., Yatim, F. M., ve Mani, S. (2016), "Measuring Service Quality of Public Dental Health Care Facilities in Kelantan,Malaysia", Asia-Pacific Journal of Public Health, 23(5), s.742-753.
- Juvance, C. (2015), "The view of regular attendees on the quality of dental health care in India", Internatıonal Journal Of Preventıve Dentıstry And Oral Epıdemıology, 4(1), s.30-34.
- Kaldenberg, D., Becker, B., Browne, B., ve Browne, W. (1997), "Identifying Service Quality Strengths and Weaknesses Using SERVQUAL: A Study of Dental Services", Health Marketing Quarterly, 15(2), s.69-86.
- Lim, P., ve Tang, N. (2000), "A study of patients' expectations and satisfaction in Singapore hospitals", International Journal of Health Care Quality Assurance, 13(7), s.290-299.
There are 16 citations in total.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | MAKALELER |
| Authors | |
| Publication Date | October 25, 2019 |
| Submission Date | May 6, 2019 |
| Published in Issue | Year 2019 Volume: 5 Issue: 2 |
