Abstract
The subject of this research is the evaluation of medical services quality. Measuring of service quality is a hard matter essentially. In this research, quality dimensions of medical services are determined for the most part of service quality servqual scale which was developed by parasuman et.al, and in addition a few variables. Thirty-two 32 variables were used as quality dimensions. Data were analyzed by exploratory factor analysis. As a result, it is fitted that consumers evaluations on service quality can be explaned by 8 quality factors. These are convenience and communication, personnel, trust and politeness, doctors and nurses, correctness and speed, appliances and materials, attractiveness and commitment factors
References
- Bıtner M. J. (1990); “Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses” Journal of Marketing, Vol.54, April.
- Bolton, R. N. ve J. H. Drew (1991); “A Multistage Model of Costumers’ Assessments of Service Quality and Value” Journal of Consumer Research, Vol. 17, March.
- Brown, T. J. Churchıll, Jr. A. Gilbert ve J. P. Peter (1993); “Research Note: Improving The Measurement Of Service Quality” Journal of Retailing, Vol. 69,No.1, Spring, pp.138-139.
- Cronın, J. J, Jr., Taylor, S. A. (1992); “Measuring Service Quality: A Reexamination and Extention”, Journal of Marketing, Vol.56, July, p.57.
- Kotler, P. (1997);Marketıng Management (Analysis,, Planning, Implementation, and Control), Prentice-Hall International, , p.478.
- Öztürk, S. A. (1998);Hizmet Pazarlaması, Anadolu Üniversitesi Yayınları, Eskişehir, s.2.
- Parasuman, A., L. L. Berry ve V. A. Zeıthalm (1991);“Understanding Customer Expectations of Service” Sloan Management Review, Spring, p. 42.
- Parasuman, A., L. L. Berry ve V. A. Zeıthaml (1991);Refinement and Reassessment of the SERVQUAL Scale” Journal of Retailing, Vol. 67, No. 4, Winter.
- Parasuman, A., V. A. Zeıthaml ve L. B. Berry (1994); “Reassessment of Expectations as a Comparison Standart in Measuring Service Quality: Implications for Further Research” Journal of Marketing,, Vol.58, January, p.122.
- Rust, R. T., A. J., Zahorık ve T. L. Keınıngham (1995); “Return on Quality (ROI): Making Service Quality Financially Accountable” Journal of Marketing, Vol..59, April, p.60.
- Teas K. R., (1993); “Expectations, Performance, Evaluation, and Consumer’s Perceptions of Quality”, Journal Of Marketing, Vol. 57, October, 18.
- Zeıthaml, V. A., L. L.,Berry ve A. Parasuman (1996); “The Behavioral Consequences of Service Quality”, Journal Marketing, Vol.60, April, s.33.
Abstract
Çalışmanın konusunu sağlık hizmetlerinin kalitesinin değerlendirilmesidir. Hizmet kalitesinin ölçümü esas itibariyle oldukça güç bir konudur. Bu çalışmada, sağlık hizmetlerinin kalite boyutları Parasuman ve diğerlerinin geliştirdiği servis kalite servqual ölçeği esas alınarak, ilave birkaç değişken eklenmek suretiyle belirlenmiştir. Kalite boyutu olarak 32 değişken kullanılmıştır. Veriler keşfedici faktör analizi ile analiz edilmiştir. Sonuç olarak, sağlık hizmeti kalitesini konusundaki tüketici değerlendirmelerinin 8 kalite faktörüyle açıklanması uygun bulunmuştur. Bunlar, kolaylık ve iletişim, personel, güven ve nezaket, doktor ve hemşire, doğruluk ve hız, araç/gereç, cazibe ve vaat faktörleridir.
References
- Bıtner M. J. (1990); “Evaluating Service Encounters:The Effects of Physical Surroundings and Employee Responses” Journal of Marketing, Vol.54, April.
- Bolton, R. N. ve J. H. Drew (1991); “A Multistage Model of Costumers’ Assessments of Service Quality and Value” Journal of Consumer Research, Vol. 17, March.
- Brown, T. J. Churchıll, Jr. A. Gilbert ve J. P. Peter (1993); “Research Note: Improving The Measurement Of Service Quality” Journal of Retailing, Vol. 69,No.1, Spring, pp.138-139.
- Cronın, J. J, Jr., Taylor, S. A. (1992); “Measuring Service Quality: A Reexamination and Extention”, Journal of Marketing, Vol.56, July, p.57.
- Kotler, P. (1997);Marketıng Management (Analysis,, Planning, Implementation, and Control), Prentice-Hall International, , p.478.
- Öztürk, S. A. (1998);Hizmet Pazarlaması, Anadolu Üniversitesi Yayınları, Eskişehir, s.2.
- Parasuman, A., L. L. Berry ve V. A. Zeıthalm (1991);“Understanding Customer Expectations of Service” Sloan Management Review, Spring, p. 42.
- Parasuman, A., L. L. Berry ve V. A. Zeıthaml (1991);Refinement and Reassessment of the SERVQUAL Scale” Journal of Retailing, Vol. 67, No. 4, Winter.
- Parasuman, A., V. A. Zeıthaml ve L. B. Berry (1994); “Reassessment of Expectations as a Comparison Standart in Measuring Service Quality: Implications for Further Research” Journal of Marketing,, Vol.58, January, p.122.
- Rust, R. T., A. J., Zahorık ve T. L. Keınıngham (1995); “Return on Quality (ROI): Making Service Quality Financially Accountable” Journal of Marketing, Vol..59, April, p.60.
- Teas K. R., (1993); “Expectations, Performance, Evaluation, and Consumer’s Perceptions of Quality”, Journal Of Marketing, Vol. 57, October, 18.
- Zeıthaml, V. A., L. L.,Berry ve A. Parasuman (1996); “The Behavioral Consequences of Service Quality”, Journal Marketing, Vol.60, April, s.33.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Research Article |
| Authors | |
| Publication Date | June 1, 2005 |
| Published in Issue | Year 2005 Volume: 1 Issue: 1 |