Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri

Emre Şahin Dölarslan; Alper Özer

doi:10.18037/ausbd.60377

Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri

Öz

İşletmeler, müşterilerinin kendilerini tercih etmesini ve bu tercihin uzun süre devam etmesini isterler. Bu tercih işletmenin riskini azalttığı gibi, karlılıkları üzerinde de olumlu etkiye sahiptir. Benzer şekilde, tüketiciler de algıladıkları riski düşürebilmek için beklentilerine karşılık veren işletmeleri ve markaları tercih ederler. Bazı durumlarda da ürün veya hizmetlerin niteliğine göre, belirli düzeylerde daha yüksek fiyat ödemeyi kabul ederler. Bu çalışma ilk olarak tüketicilerin daha fazla ödeme eğilimlerini ve bu eğilimin belirleyicileri olarak hizmet kalitesi, tatmin ve güven unsurlarını teorik olarak incelemektedir. Sonrasında söz konusu faktörler ile daha fazla ödeme eğilimi ilişkilendirilmekte ve hipotezler oluşturulmaktadır. Teorik altyapı, sağlık hizmetleri ile de ilişkilendirilmekte ve sağlık hizmetlerinin ayrı dinamikleri ortaya konulmaktadır. Araştırma modelinin analizinde veriler kolayda örneklem yöntemiyle belirlenmiş örneklemden anket yöntemi ile toplanmıştır. Sadece Sosyal Güvenlik Kurumu’na mensup, 437 cevaplayıcıdan elde edilen verilerle model, yapısal eşitlik modellemesiyle analiz edilmiş ve belirleyicilerin etkileri ölçülmüştür. Çalışmada ayrıca özel hastane ve devlet hastanesi tercihinin düzenleyici etkisi ortaya konulmaktadır. Araştırma bulguları, hizmet kalitesi, tatmin ve güvenin yüksek olmasının, sağlık hizmetleri talep eden tüketicilerin daha fazla ödeme eğilimini olumlu şekilde etkilediğini göstermektedir. Ayrıca, hastaların özel veya devlet hastanesi seçiminin, model kapsamındaki ilişkiler arasında düzenleyici etkisi olduğu ortaya çıkmıştır.

Anahtar Kelimeler

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Ayrıntılar

Birincil Dil

İngilizce

Konular

-

Bölüm

Araştırma Makalesi

Yazarlar

Emre Şahin Dölarslan
Türkiye

Alper Özer
Türkiye

Yayımlanma Tarihi

29 Mart 2014

Gönderilme Tarihi

1 Ağustos 2013

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2014 Cilt: 14 Sayı: 1

DOI

https://doi.org/10.18037/ausbd.60377

IZ

https://izlik.org/JA34RE83YT

Kaynak Göster

RIS / Bibtex

APA

Dölarslan, E. Ş., & Özer, A. (2014). Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 14(1), 31-58. https://doi.org/10.18037/ausbd.60377

AMA

1.Dölarslan EŞ, Özer A. Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. AÜSBD. 2014;14(1):31-58. doi:10.18037/ausbd.60377

Chicago

Dölarslan, Emre Şahin, ve Alper Özer. 2014. “Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri”. Anadolu Üniversitesi Sosyal Bilimler Dergisi 14 (1): 31-58. https://doi.org/10.18037/ausbd.60377.

EndNote

Dölarslan EŞ, Özer A (01 Mart 2014) Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi 14 1 31–58.

IEEE

[1]E. Ş. Dölarslan ve A. Özer, “Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri”, AÜSBD, c. 14, sy 1, ss. 31–58, Mar. 2014, doi: 10.18037/ausbd.60377.

ISNAD

Dölarslan, Emre Şahin - Özer, Alper. “Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri”. Anadolu Üniversitesi Sosyal Bilimler Dergisi 14/1 (01 Mart 2014): 31-58. https://doi.org/10.18037/ausbd.60377.

JAMA

1.Dölarslan EŞ, Özer A. Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. AÜSBD. 2014;14:31–58.

MLA

Dölarslan, Emre Şahin, ve Alper Özer. “Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri”. Anadolu Üniversitesi Sosyal Bilimler Dergisi, c. 14, sy 1, Mart 2014, ss. 31-58, doi:10.18037/ausbd.60377.

Vancouver

1.Emre Şahin Dölarslan, Alper Özer. Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. AÜSBD. 01 Mart 2014;14(1):31-58. doi:10.18037/ausbd.60377

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