İHTİYACIN ŞİDDETİNE GÖRE SAĞLIK HİZMETLERİNDE BEKLEMEYE İLİŞKİN ALICILARIN DUYGUSAL TEPKİLERİ

Year 2019, Volume: 3 Issue: 3, 240 - 260, 30.12.2019

Eda Yılmaz Alarçin

Abstract

Bekleme, alıcılar tarafından istenilen bir
durum olmamakla beraber; ürün veya hizmet alımında zaman zaman maruz kalınan
bir durumu ifade etmektedir. Çoğunlukla da bu durum alıcılar tarafından olumsuz
değerlendirilmektedir. Bekleme süresi ile ilgili özellikle Amerika Birleşik
Devletleri’nde yapılmış olan çalışmalarda genellikle gerçek bekleme süresi ile
algılanan bekleme süresi farkı; algılanan bekleme süresi- tatmin ilişkisi ve
beklemeye ilişkin duygusal tepkiler konularının ele alındığı görülmektedir.
Farklı sektörlerde faaliyet gösteren işletmeler için alıcı tatmini sağlama ve
sadık alıcılar yaratma noktasında bekleme sürelerinin minimuma indirilmeye çalışılması
bu konunun önemini artırmaktadır. Eğer bekleme kaçınılmaz ise söz konusu
sürecin işletmeler tarafından iyi yönetilmesi de üzerinde durulması gereken bir
konu olmaktadır. Bu çalışmada sağlık hizmeti için ihtiyacın şiddetine bağlı
olarak muayene öncesi ve esnasında ortaya çıkan bekleme durumlarına ilişkin
alıcıların duygusal tepkilerinin farklılaşıp farklılaşmadığı ölçülmüştür.
Araştırmada 403 kişiden elde edilen anket formları analiz edilmiştir. Elde
edilen sonuçlara göre şiddetli ihtiyaç halinde muayene öncesi beklemeye ilişkin
alıcıların duygusal tepkileri daha olumsuz bulunmuştur. Düşük ihtiyaç halinde
de muayene esnasında bekleme katılımcılar tarafından daha olumsuz
nitelendirilmiştir. 

Keywords

Bekleme Süresi, Duygusal Tepki, Sağlık Hizmetleri, İhtiyaç

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