Research Article
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Interrelationships between Service Quality, Customer Satisfaction and CustomerLoyalty in Health Sector: A Comparison of Public, Private and UniversityHospitals

Year 2016, Volume: 13 Issue: 2, 46 - 76, 01.12.2016

Abstract

In this study, the effect of the service quality provided by government, private and university hospitals on patients’ satisfaction and loyalty was measured. The data was collected from 551 patients who have provided at least one overnight stay at the selected hospitals in Adana. Exploratory factor analysis in health industry are as follows; in-room services, nursing services, physician services, food services, appearance, access to services, information services for prior to enrollment and patient services. Then, the effect of eight sub-dimensions on commitment and customer satisfaction were analyzed. According to the results, public hospitals’ consumers are effected more from the services of “nursing” and “food”; private hospitals’ consumers are effected more from the services of “provided to patients’ guests/relatives”, “nursing” and “General Appearance and accessing”; and for university hospitals consumers’ satisfaction is effected from the services of “patient services”. It was found that customer loyalty is affected by perceived quality dimensions indirectly; however, there is a direct effect of customer satisfaction on customer loyalty

References

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  • Bakır, Y., (2006). Sağlık Kuruluşlarında Pazarlama Faaliyetleri ve Müşteri Memnuniyeti. Yayımlanmamış Yüksek Lisans Tezi, Mustafa Kemal Üniversitesi Sosyal Bilimler Enstitüsü, Hatay.
  • Bitner, M.J, (1990). Evaluating Service Encounters’ Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54 (April), 69-82.
  • Boshoff, C., Gray, B.,( 2004). The Relationship between Service Quality Customer Satisfaction and Buying Intentions in the Private Hospital Industry. South African, Business Management, 2004, 35 (4), 27-38.
  • Boulding W, Kalra A, Staelin R, Zeithaml V. A, (1993). Dynamic Process Model Of Service Quality: From Expectations To Behavioral İntentions. Journal of Marketing Research, 30, 7–27.
  • Boyer, L., Francois, P., Doutre, E., Weil, &G., Labarare, J. (2006). Perception and Use of the Results of Satisfaction Surveys by Care Providers in a French Teaching Hospital, International Journal for Quality in Health Care, 18 (5), 359- 364.
  • Carr, N.G. (1999). Marketing: The Economic of Customer Satisfaction. Harvard Business Review, 77 (2), 15-18.
  • Çaha, H., (2007). Service Quality in Private Hospitals in Turkey. Journal of Economic and Social Research, January, 9 (1), 55-69.
  • Chahal, H., (2008). Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmadabad, India, Vision- The Journal of Business Perspective, October-December, 12 (4), 45-55.
  • Choi, K.S., Lee, H., KIM, Chankon, L., S.(2005). The Service Quality Dimensions And Patient Satisfaction Relationships İn South Korea: Comparisons Across Gender, Age and Types Of Service. The Journal of Services Marketing, 19(3), 901-930.
  • Clemes,M. D., Ozanne, L., K., Laurensen, W.,R., (2001). Patients’ Perceptions of Service Quality Dimensions: An Empiricial Examination of Health Care in New Zeland. Health Marketing Quarterly, 19 (1), 1-22.
  • Cronin, J.J., Brady, M.K, Brand, R.R, Hightower, R., Shemwell, D.J. (1997). A Cross-Sectional Test of the Effect of Conceptualization of Service Value. Journal of Services Marketing, 11(6), 375–391.
  • Cronin JJ, Taylor SA. (1994). SERVPERF versus SERVQUAL: Reconciling Performance- Based And Perceptions-Minus-Expectations Measurement Of Service Quality. Journal of Marketing, January 58, 125-131.
  • Cronin JJ, Taylor SA. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, August, 56, 55– 68.
  • Direktör,E., (2007). Perceived Service Quality and Patient Satisfaction in TRNC: Comparison of Public and Private Hospitals. Yakın Doğu Üniversitesi, Yayımlanmamış Yüksek Lisans Tezi, Kıbrıs.
  • Donabedian A. (1982). Explorations in Quality Assessment and Monitoring The Criteria and Standards of Quality. Ann Arbor: Health Administration Press. Volume 2.
  • Dursun, Y., Çerçi, M. (2004). Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1-16.
  • Erdem, R., Rahman, S., Avcı, L., Demirel,B., Köseoğlu,S., Fırat,G., Kırmızıgül,S., Uzel, S., Kubat.,C., (2008). Hasta Memnuniyetinin Hasta Bağlılığı Üzerine Etkisi. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31, Temmuz-Aralık, 95-110.
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  • Fornell, C., Johnson, M.D., Anderson, E.W., Cha,E.W., Bryant, B.E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18.
  • Goldstein, S. M. & Schweikhart, S. B. (2002). Empirical Support for the Baldrige Award Framework in U. S. Hospitals. Health Care Management Review, 27 (1), 62-76.
  • Gooding, S.K.S. (1995). Quality, Sacrifice, and Value in Hospital Choice. Journal of Health Care Marketing, 15(4), 24-31.
  • Gupta, H.D., (2008). Identifying Health Care Quality Constituents: Service Providers’ Perspective, Journal of Management Research, 8(1), 20-28.
  • Hair, J.F., Andreson ,R.E., Tahtam, R.L., Black, W.C. (1998). Multivariate Data Analysis. Fifth Edition . New Jersey: Prentice Hall Inc.
  • Jones, T., O, Sasser, W.E., (1995). Why Satisfied Customers Defect. Harvard Business Review, 22(2), 88-99.
  • Kavuncubaşı, Ş., (2000). Hastane ve Sağlık Kurumları Yönetimi, Siyasal Kitabevi, Ankara.
  • Kim, Y.K., Cho, C.H., Ahn, S.K., Goh, I.H., Kim, H.J., (2008). A Study on Medical Services Quality and its Influence Upon Value of Care and Patient Satisfaction- Focusing Upon Outpatients in a Large-Sized Hospital. Total Quality Management, November, 19(11), 1155-1171.
  • Kurtuluş,K., (2004). Pazarlama Araştırmaları. Literatür Yayınları, Genişletilmiş 7. Baskı, İstanbul.
  • Larrabee J.H., Bolden L.V., (2001). Defining Patient Perceived Quality Of Nursing Care. Journal of Nursing Care Quality; 16(1), 34-60.
  • Lee, P.-M., Khong, P. & Ghista, D.N. (2006). Impact of Deficient Healthcare Service Quality. The TQM Magazine, 18(6), 563-57
  • Leebov, W., Scott, G. (1994). Service Quality Improvement-The Customer Satisfaction Strategy for Health Care. American Hospital Publishing, Inc
  • MacStravic, R. (1991), Beyond Patient Satisfaction: Building Patient Loyalty. Health Administration Press,. Ann Arbor, Michigan,
  • Milutinovic, D., Brestovacki, B., Cvejin, M.M., (2010). Patients’ Satisfaction with Nursing Care as an Indicator of Quality of Hospital Service. Journal of Society for Development in New Net Environment in B& H., HealthMed, 4(2), 461-466.
  • Nakip, M. (2003). Pazarlama Araştırmaları: Teknikler ve (SPSS Destekli) Uygulamalar. Seçkin Yayıncılık, Ankara.
  • Nall, C.,P., (2002). The Correlation between Value Congruence and Patient Service Quality in Hospital Settings. Nova Southeastern University, school of Business and Entrepreneusihp. Ph.D. Dissertation.
  • Nelson, E.C., Larson, C.O., Hays, R.D., Nelson, S.A., Ward, D., Batalden, P; (1992). The Physician and Employee Judgment System: Reliability and Validity of a Hospital Quality Measurement Method. Quality Review Bulletin, 18 (9), 284-292.
  • O'Connor, S. and Shewchuk, R., (1989). The Influence of Perceived Hospital Service Quality on Patient Satisfaction and Intentions to Return. Academy of Management Proceedings, 95-99.
  • Oliver, R., L., (1993). Cognitive, Affective snd Attribute Bass of the Satisfaction Response. Journal of Consumer Research, December, 20, 418-430.
  • Oliver, R., L., (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, November, 17, 460-469.
  • Orel, F.D., Kara,A., (2012). Assessing the Role of Service Quality of Retail SelfCheckouts on Customer Satisfaction and Loyalty: Empirical Evidence From, an Emerging Market. Academy of Marketing Science Annual Conference, 16-19 May,2012, New Orleans, USA.
  • Otani, K.L.E., Wayne ,F., Faulkner, K.M., Burroghs, T.E., Dunagan, W.C., (2009). Patient Satisfaction: Focusing on Excellent. Journal of Healthcare Management, 54(2), 93-104.
  • Özatkan, Y, (2008). Hastane İşletmelerinde Hizmet Kalitesinin Ölçülmesi ve Bir Üniversite Hastanesi Örneği. Gazi Üniversitesi Sosyal Bilimler Enstitüsü İşletme Ana Bilim Dalı, Hastane İşletmeciliği Bilim Dalı Yayımlanmamış Yüksek Lisans Tezi, Ankara
  • Parasuraman, A., Berry, L., Zeithaml, B., (1991). Refinement and Reassessment Of The Servqual Scale. Journal Of Retailing, Winter, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50.
  • Peyrot M, Cooper,P.D., Carrol .G., (1993). Consumer Satisfaction and Perceived Quality of Outpatient Health Services. Journal of Health Care Marketing, 13, 24-33.
  • Rahman, S., Erdem, R., Devebakan,N., (2008). Hizmet Kalitesinin SERVQUAL Ölçeği ile Değerlendirilmesi: Elazığ’daki Hastaneler Üzerine Bir Çalışma. Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 9 (3), 37-53.
  • Raju, P. S. and Lonial, S. C., (2001). The Impact of Quality Context and Market Orientation on Organizational Performance in a Service Environment. Journal of Service Research, 4(2), 140-154.
  • Rhode Island’s Health Department Report, (2002). http://www.health.ri.gov/ publications/ Erişim tarihi: 12.05.2012
  • Shemwell, D.J., Yavas, U. (1999). Measuring Service Quality in Hospitals: Scale Development and Managerial Applications. Journal of Marketing Theory and Practice, 7(3), 65-75.
  • Steiber, S., R., Krowinski, W., C. (1990). Measuring and Managing Patient Satisfaction, AHA American Hospital Publishing Incorporation.
  • Stewart, T.A, (1997). A Satisfied Customer Isn’t Enough, Fortune, 136(2), 112-113.
  • Suki, N.M.,(2011). Assessing Patient Satisfaction, Trust, Commitment, Loyalty, Doctors’ Reputation, toward Doctor Services”, Pakistan Journal of Medical Science, Brief Communication, 27(5), 1207-1210.
  • Tatarlı, N., (2007). Sağlık Hizmetlerinde Hasta Tatminini Etkileyen Unsurlar ve Sağlik Sektöründe Bir Uygulama. Abant İzzet Baysal Üniversitesi, Sosyal Bilimler Enstitüsü, Yayımlanmamış Yüksek Lisans Tezi, Bolu.
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SAĞLIK SEKTÖRÜNDE HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE BAĞLILIK İLİŞKİSİ: DEVLET, ÖZEL VE ÜNİVERSİTE HASTANELERİ KARŞILAŞTIRMASI

Year 2016, Volume: 13 Issue: 2, 46 - 76, 01.12.2016

Abstract

Bu çalışmada, devlet, özel ve üniversite hastanelerinden alınan sağlık hizmeti kalitesinin, hasta memnuniyet düzeylerine ve müşteri sadakatine olan etkisi ölçülmüştür. Adana ilinde 551 hastadan toplanan verilere dayalı olarak hastanelerin sunmuş oldukları hizmetlerin kalite boyutları (sekiz boyut) faktör analizi aracılığıyla belirlenmiştir. Bunlar, refakatçilere yönelik hizmetler, oda hizmetleri, hemşire hizmetleri, hekim hizmetleri, yemek hizmetleri, görünüm ve ulaşım hizmetleri, kayıt öncesi ve bilgilendirme hizmetleri ve hasta hizmetleri olup, bu alt faktörlerin hastane türlerine göre müşteri memnuniyet ve bağlılığına olan etkisi de incelenmiştir. Hastane türlerine göre algılanan hizmet kalitesi boyutları arasında yemek hizmetleri haricinde farklılık bulunmamıştır. Belirlenen hizmet kalitesi boyutlarıyla müşteri memnuniyeti ilişkisi hastane türlerine göre farklılık göstermekte olup, devlet hastanelerinde hemşirelik ve yemek hizmetleri, özel hastanelerde, refakatçilere sunulan hizmetler, hemşirelik hizmetleri ve genel görünüm ve ulaşım hizmetleri öne çıkarken, üniversite hastaneleri için ise hasta hizmetleri müşteri memnuniyetine daha önemli katkı sağlamaktadır. Algılanan hizmet kalitesi boyutlarının müşteri bağlılığı üzerinde doğrudan değil, dolaylı etkisi ortaya çıkarken, müşteri memnuniyetinin müşteri bağlılığı üzerinde doğrudan etkisi olduğu görülmüştür

References

  • Argan, M. ve Argan, M.T, (2002). Sağlık Hizmetleri Pazarlamasında Kalite ve Osmangazi Üniversitesi Tıp Fakültesi Hastanesindeki Servislerde Yatan Hastalara Yönelik Bir Araştırma. Modern Hastane Yönetimi Dergisi, 6 (2) Nisan-Haziran, 10-17.
  • Bakır, Y., (2006). Sağlık Kuruluşlarında Pazarlama Faaliyetleri ve Müşteri Memnuniyeti. Yayımlanmamış Yüksek Lisans Tezi, Mustafa Kemal Üniversitesi Sosyal Bilimler Enstitüsü, Hatay.
  • Bitner, M.J, (1990). Evaluating Service Encounters’ Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54 (April), 69-82.
  • Boshoff, C., Gray, B.,( 2004). The Relationship between Service Quality Customer Satisfaction and Buying Intentions in the Private Hospital Industry. South African, Business Management, 2004, 35 (4), 27-38.
  • Boulding W, Kalra A, Staelin R, Zeithaml V. A, (1993). Dynamic Process Model Of Service Quality: From Expectations To Behavioral İntentions. Journal of Marketing Research, 30, 7–27.
  • Boyer, L., Francois, P., Doutre, E., Weil, &G., Labarare, J. (2006). Perception and Use of the Results of Satisfaction Surveys by Care Providers in a French Teaching Hospital, International Journal for Quality in Health Care, 18 (5), 359- 364.
  • Carr, N.G. (1999). Marketing: The Economic of Customer Satisfaction. Harvard Business Review, 77 (2), 15-18.
  • Çaha, H., (2007). Service Quality in Private Hospitals in Turkey. Journal of Economic and Social Research, January, 9 (1), 55-69.
  • Chahal, H., (2008). Predicting Patient Loyalty and Service Quality Relationship: A Case Study of Civil Hospital, Ahmadabad, India, Vision- The Journal of Business Perspective, October-December, 12 (4), 45-55.
  • Choi, K.S., Lee, H., KIM, Chankon, L., S.(2005). The Service Quality Dimensions And Patient Satisfaction Relationships İn South Korea: Comparisons Across Gender, Age and Types Of Service. The Journal of Services Marketing, 19(3), 901-930.
  • Clemes,M. D., Ozanne, L., K., Laurensen, W.,R., (2001). Patients’ Perceptions of Service Quality Dimensions: An Empiricial Examination of Health Care in New Zeland. Health Marketing Quarterly, 19 (1), 1-22.
  • Cronin, J.J., Brady, M.K, Brand, R.R, Hightower, R., Shemwell, D.J. (1997). A Cross-Sectional Test of the Effect of Conceptualization of Service Value. Journal of Services Marketing, 11(6), 375–391.
  • Cronin JJ, Taylor SA. (1994). SERVPERF versus SERVQUAL: Reconciling Performance- Based And Perceptions-Minus-Expectations Measurement Of Service Quality. Journal of Marketing, January 58, 125-131.
  • Cronin JJ, Taylor SA. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, August, 56, 55– 68.
  • Direktör,E., (2007). Perceived Service Quality and Patient Satisfaction in TRNC: Comparison of Public and Private Hospitals. Yakın Doğu Üniversitesi, Yayımlanmamış Yüksek Lisans Tezi, Kıbrıs.
  • Donabedian A. (1982). Explorations in Quality Assessment and Monitoring The Criteria and Standards of Quality. Ann Arbor: Health Administration Press. Volume 2.
  • Dursun, Y., Çerçi, M. (2004). Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 23, 1-16.
  • Erdem, R., Rahman, S., Avcı, L., Demirel,B., Köseoğlu,S., Fırat,G., Kırmızıgül,S., Uzel, S., Kubat.,C., (2008). Hasta Memnuniyetinin Hasta Bağlılığı Üzerine Etkisi. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31, Temmuz-Aralık, 95-110.
  • Eroğlu, E., (2004). Yükseköğretimde Hizmet Kalitesi. Nobel Yayınevi, 1. Baskı Ocak.
  • Fornell, C., Johnson, M.D., Anderson, E.W., Cha,E.W., Bryant, B.E. (1996). The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60(4), 7-18.
  • Goldstein, S. M. & Schweikhart, S. B. (2002). Empirical Support for the Baldrige Award Framework in U. S. Hospitals. Health Care Management Review, 27 (1), 62-76.
  • Gooding, S.K.S. (1995). Quality, Sacrifice, and Value in Hospital Choice. Journal of Health Care Marketing, 15(4), 24-31.
  • Gupta, H.D., (2008). Identifying Health Care Quality Constituents: Service Providers’ Perspective, Journal of Management Research, 8(1), 20-28.
  • Hair, J.F., Andreson ,R.E., Tahtam, R.L., Black, W.C. (1998). Multivariate Data Analysis. Fifth Edition . New Jersey: Prentice Hall Inc.
  • Jones, T., O, Sasser, W.E., (1995). Why Satisfied Customers Defect. Harvard Business Review, 22(2), 88-99.
  • Kavuncubaşı, Ş., (2000). Hastane ve Sağlık Kurumları Yönetimi, Siyasal Kitabevi, Ankara.
  • Kim, Y.K., Cho, C.H., Ahn, S.K., Goh, I.H., Kim, H.J., (2008). A Study on Medical Services Quality and its Influence Upon Value of Care and Patient Satisfaction- Focusing Upon Outpatients in a Large-Sized Hospital. Total Quality Management, November, 19(11), 1155-1171.
  • Kurtuluş,K., (2004). Pazarlama Araştırmaları. Literatür Yayınları, Genişletilmiş 7. Baskı, İstanbul.
  • Larrabee J.H., Bolden L.V., (2001). Defining Patient Perceived Quality Of Nursing Care. Journal of Nursing Care Quality; 16(1), 34-60.
  • Lee, P.-M., Khong, P. & Ghista, D.N. (2006). Impact of Deficient Healthcare Service Quality. The TQM Magazine, 18(6), 563-57
  • Leebov, W., Scott, G. (1994). Service Quality Improvement-The Customer Satisfaction Strategy for Health Care. American Hospital Publishing, Inc
  • MacStravic, R. (1991), Beyond Patient Satisfaction: Building Patient Loyalty. Health Administration Press,. Ann Arbor, Michigan,
  • Milutinovic, D., Brestovacki, B., Cvejin, M.M., (2010). Patients’ Satisfaction with Nursing Care as an Indicator of Quality of Hospital Service. Journal of Society for Development in New Net Environment in B& H., HealthMed, 4(2), 461-466.
  • Nakip, M. (2003). Pazarlama Araştırmaları: Teknikler ve (SPSS Destekli) Uygulamalar. Seçkin Yayıncılık, Ankara.
  • Nall, C.,P., (2002). The Correlation between Value Congruence and Patient Service Quality in Hospital Settings. Nova Southeastern University, school of Business and Entrepreneusihp. Ph.D. Dissertation.
  • Nelson, E.C., Larson, C.O., Hays, R.D., Nelson, S.A., Ward, D., Batalden, P; (1992). The Physician and Employee Judgment System: Reliability and Validity of a Hospital Quality Measurement Method. Quality Review Bulletin, 18 (9), 284-292.
  • O'Connor, S. and Shewchuk, R., (1989). The Influence of Perceived Hospital Service Quality on Patient Satisfaction and Intentions to Return. Academy of Management Proceedings, 95-99.
  • Oliver, R., L., (1993). Cognitive, Affective snd Attribute Bass of the Satisfaction Response. Journal of Consumer Research, December, 20, 418-430.
  • Oliver, R., L., (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, November, 17, 460-469.
  • Orel, F.D., Kara,A., (2012). Assessing the Role of Service Quality of Retail SelfCheckouts on Customer Satisfaction and Loyalty: Empirical Evidence From, an Emerging Market. Academy of Marketing Science Annual Conference, 16-19 May,2012, New Orleans, USA.
  • Otani, K.L.E., Wayne ,F., Faulkner, K.M., Burroghs, T.E., Dunagan, W.C., (2009). Patient Satisfaction: Focusing on Excellent. Journal of Healthcare Management, 54(2), 93-104.
  • Özatkan, Y, (2008). Hastane İşletmelerinde Hizmet Kalitesinin Ölçülmesi ve Bir Üniversite Hastanesi Örneği. Gazi Üniversitesi Sosyal Bilimler Enstitüsü İşletme Ana Bilim Dalı, Hastane İşletmeciliği Bilim Dalı Yayımlanmamış Yüksek Lisans Tezi, Ankara
  • Parasuraman, A., Berry, L., Zeithaml, B., (1991). Refinement and Reassessment Of The Servqual Scale. Journal Of Retailing, Winter, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50.
  • Peyrot M, Cooper,P.D., Carrol .G., (1993). Consumer Satisfaction and Perceived Quality of Outpatient Health Services. Journal of Health Care Marketing, 13, 24-33.
  • Rahman, S., Erdem, R., Devebakan,N., (2008). Hizmet Kalitesinin SERVQUAL Ölçeği ile Değerlendirilmesi: Elazığ’daki Hastaneler Üzerine Bir Çalışma. Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 9 (3), 37-53.
  • Raju, P. S. and Lonial, S. C., (2001). The Impact of Quality Context and Market Orientation on Organizational Performance in a Service Environment. Journal of Service Research, 4(2), 140-154.
  • Rhode Island’s Health Department Report, (2002). http://www.health.ri.gov/ publications/ Erişim tarihi: 12.05.2012
  • Shemwell, D.J., Yavas, U. (1999). Measuring Service Quality in Hospitals: Scale Development and Managerial Applications. Journal of Marketing Theory and Practice, 7(3), 65-75.
  • Steiber, S., R., Krowinski, W., C. (1990). Measuring and Managing Patient Satisfaction, AHA American Hospital Publishing Incorporation.
  • Stewart, T.A, (1997). A Satisfied Customer Isn’t Enough, Fortune, 136(2), 112-113.
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There are 63 citations in total.

Details

Primary Language Turkish
Other ID JA22DE57ME
Journal Section Research Article
Authors

Eda Yaşa Özeltürkay

Fatma Demirci Orel

Publication Date December 1, 2016
Published in Issue Year 2016 Volume: 13 Issue: 2

Cite

APA Özeltürkay, E. Y., & Orel, F. D. (2016). SAĞLIK SEKTÖRÜNDE HİZMET KALİTESİ, MÜŞTERİ MEMNUNİYETİ VE BAĞLILIK İLİŞKİSİ: DEVLET, ÖZEL VE ÜNİVERSİTE HASTANELERİ KARŞILAŞTIRMASI. Çağ Üniversitesi Sosyal Bilimler Dergisi, 13(2), 46-76.