THE IMPACT OF SERVICE QUALITY AND PUBLIC RELATIONS ON PATIENT SATISFACTION IN HOSPITALS

Year 2017, Volume: 16 Issue: 60, 186 - 197, 25.01.2017

Birol Büyükdoğan Hasan Gedik Yüksel Dereli Ömer Tanyeli

https://doi.org/10.17755/esosder.289660

Abstract

Service quality of customer satisfaction is a subject of public relation and marketing communication. This research was made in order to evaluate the level of satisfaction of patients who receive treatment at Cardiovascular Surgery Service of Konya Meram Medical Faculty Hospital, regarding the services provided by hospital, and increase quality of the services provided. As a cross-sectional research, it was made with questionnaire technique between April 2014 and October 2015, including 298 patients who received inpatient treatment and were discharged from the hospital. 51% of the participants in the research were men and the 49% of them were women. Satisfaction rates were ensued as 82% in polyclinic services, 74% in clinic services, 77% in other healthcare services and bureaucratic procedures, 80% in personnel services, and 82% in rights of patients, 68% in physical condition and 66% in cafeteria services. 73% of the patients indicated that they would recommend to familiars who would like to receive health care service. Based on the research, a great majority of the patients who receive inpatient treatment are satisfied with the hospital services