Year 2019, Volume 7 , Issue 1, Pages 27 - 48 2019-07-15

HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM

Duygu AYDIN ÜNAL [1] , Raife Meltem YETKİN ÖZBÜK [2] , Serkan AKINCI [3]


Bu çalışmanın amacı, hastanelerin hizmet kalitesi ölçümlerinde kullanılması için kısa ve pratik, geçerli ve güvenilir alternatif bir ölçüm aracı önermektir. Bu amaç doğrultusunda, hizmet kalitesi literatüründe yer alan etkileşim kalitesi, fiziksel çevre kalitesi ve çıktı kalitesi boyutlarından oluşan bir modele dayalı hastane hizmet kalitesi ölçümüne yönelik bir araç sunulmuştur. Araştırma için veriler özel bir hastanenin hastalarından araştırmaya katılmaya gönüllü olanlar arasından anket yöntemiyle toplanmıştır. Elde edilen verilere uygulanan analizler sonucunda dört boyuttan ve dokuz ifadeden oluşan, güvenilirlik ve geçerlilik analizleri başarılı sonuçlar veren alternatif bir hizmet kalitesi ölçüm aracına ulaşılmıştır. Ayrıca, gerçekleştirilen geçerlilik analizleri sonucunda tatmin ve bu dört boyut arasındaki yapısal regresyon modeli, tatmin üzerindeki en etkili faktörün doktorların etkileşim kalitesi olduğunu ortaya koymuştur.

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Primary Language tr
Subjects Social
Published Date Yaz
Journal Section ARTICLES
Authors

Author: Duygu AYDIN ÜNAL
Institution: AKDENİZ ÜNİVERSİTESİ
Country: Turkey


Author: Raife Meltem YETKİN ÖZBÜK (Primary Author)
Institution: AKDENİZ ÜNİVERSİTESİ, UYGULAMALI BİLİMLER FAKÜLTESİ

Author: Serkan AKINCI

Dates

Publication Date : July 15, 2019

Bibtex @research article { iremjournal424372, journal = {International Review of Economics and Management}, issn = {2148-3493}, address = {}, publisher = {Gökhan ÖZER}, year = {2019}, volume = {7}, pages = {27 - 48}, doi = {}, title = {HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM}, key = {cite}, author = {AYDIN ÜNAL, Duygu and YETKİN ÖZBÜK, Raife Meltem and AKINCI, Serkan} }
APA AYDIN ÜNAL, D , YETKİN ÖZBÜK, R , AKINCI, S . (2019). HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM. International Review of Economics and Management , 7 (1) , 27-48 . Retrieved from https://dergipark.org.tr/en/pub/iremjournal/issue/43337/424372
MLA AYDIN ÜNAL, D , YETKİN ÖZBÜK, R , AKINCI, S . "HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM". International Review of Economics and Management 7 (2019 ): 27-48 <https://dergipark.org.tr/en/pub/iremjournal/issue/43337/424372>
Chicago AYDIN ÜNAL, D , YETKİN ÖZBÜK, R , AKINCI, S . "HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM". International Review of Economics and Management 7 (2019 ): 27-48
RIS TY - JOUR T1 - HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM AU - Duygu AYDIN ÜNAL , Raife Meltem YETKİN ÖZBÜK , Serkan AKINCI Y1 - 2019 PY - 2019 N1 - DO - T2 - International Review of Economics and Management JF - Journal JO - JOR SP - 27 EP - 48 VL - 7 IS - 1 SN - 2148-3493- M3 - UR - Y2 - 2019 ER -
EndNote %0 International Review of Economics and Management HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM %A Duygu AYDIN ÜNAL , Raife Meltem YETKİN ÖZBÜK , Serkan AKINCI %T HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM %D 2019 %J International Review of Economics and Management %P 2148-3493- %V 7 %N 1 %R %U
ISNAD AYDIN ÜNAL, Duygu , YETKİN ÖZBÜK, Raife Meltem , AKINCI, Serkan . "HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM". International Review of Economics and Management 7 / 1 (July 2019): 27-48 .
AMA AYDIN ÜNAL D , YETKİN ÖZBÜK R , AKINCI S . HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM. International Review of Economics and Management. 2019; 7(1): 27-48.
Vancouver AYDIN ÜNAL D , YETKİN ÖZBÜK R , AKINCI S . HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM. International Review of Economics and Management. 2019; 7(1): 48-27.