SAĞLIK HİZMETLERİNDE MODÜLERLİK VE MÜŞTERİ MEMNUNİYETİ

Year 2020, Volume: 5 Issue: 1, 33 - 53, 31.03.2020

Elif Çetin , Dilek Yılmaz Börekçi , Sinem Büyüksaatçı Kiriş

https://doi.org/10.29106/fesa.654472

Abstract

Modülerlik;
karmaşık bir sistemin, gevşek bağlılığa sahip standart arayüzlerle etkileşen
alt sistemlerden oluşur hale getirilmesine yönelik bir yaklaşımdır. Modülerlik yaklaşımı,
ilk olarak ürün geliştirmede ve yazılım mühendisliğinde etkili bir şekilde
uygulanmış ve daha sonra finans, lojistik ve hastanecilik gibi farklı alanlardaki
hizmetlere yayılmıştır. Bilişim teknolojilerinin sağlık sektörüne dâhil olması,
sağlık hizmetleri sunumunun potansiyelini arttırmıştır. Hizmet platformunun;
güvenilirliği, bilgilerin gizliliğini ve hasta memnuniyetini sağlayıp
sağlamadığı bağlamında kalitesi merak konusu olmuştur. Bu doğrultuda
gerçekleştirilen bu çalışmada, gelişen sağlık hizmetlerine dâhil olan modüler
teknolojik yapılar ile birlikte hizmet kalitesini ölçmek amaçlanmıştır. Devlet
hastanesi, kanser tarama merkezi, e-nabız ve birinci basamak sağlık
kuruluşlarından oluşan modüler yapı ve Bolu ili birinci basamak sağlık
kuruluşlarından hizmet alan hastaların memnuniyeti SERVQUAL yöntemi ile analiz edilmiştir.
Analiz iki aşamada gerçekleştirilmiştir. Birinci aşamada üç farklı birinci basamak
sağlık kuruluşundan hizmet alan 280 hastaya yapılan anket verileri dikkate
alınmıştır. İkinci aşamada ise üç farklı birinci basamak sağlık kuruluşundan
hizmet alan, ayrıca e-Nabız uygulamasından haberdar ve etkin kullanan 80
hastaya yapılan anket verileri üzerinden analiz yapılmıştır. Gerçekleştirilen
iki analiz sonucunda, gelişen teknolojilere eşlik eden modüler sağlık hizmetleri
ile müşteri memnuniyetinin etkilenebileceği tespit edilmiştir.

Jel Kodları: I10,I11,C83.

Keywords

Modülerlik, Hizmet Modülerliği, Servis Modülerliği, Sağlık Hizmetleri, Müşteri Memnuniyeti, SERVQUAL

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