Sağlık Kurumlarında Parasal Olmayan Maliyetler, Algılanan Değer ve Hasta Memnuniyeti

Abstract

This study firstly aims to research the effects of nonmonetary costs on perceived service quality as well as on hospital perceived value and customer satisfaction in the context of health care services. Because nonmonetary costs -referring to the nonmonetary price of obtaining a service, which includes time spent in addition to physical and mental efforts made to search and attain the service- affect patient satisfaction to a considerable extent. In the second place, it is aimed to investigate to what extent hospital perceived value influences patient satisfaction. The results obtained reveal that nonmonetary costs are one of the key dimensions of hospital perceived value and have meaningful and strong relationship with both perceived service quality (R=0,514) and customer satisfaction (R=0,667). Besides these findings, it is clear that hospital perceived value has a highly significant influence on patient satisfaction (R=0,832).

Keywords

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Sağlık Kurumlarında Parasal Olmayan Maliyetler, Algılanan Değer ve Hasta Memnuniyeti

Öz

Bu çalışmanın amacı öncelikle parasal olmayan maliyetlerin algılanan hizmet kalitesinin yanı sıra hastanelerin algılanan değeri ve müşteri tatmini üzerindeki etkilerini araştırmaktır. Çünkü ihtiyaç duyulan hizmetin araştırılması ve elde edilmesi için harcanan zamanla birlikte fiziksel ve zihinsel çabayı da kapsayan parasal olmayan maliyetler önemli ölçüde müşteri tatminini etkilemektedir. İkinci olarak, hastanelerin algılanan değerinin hasta tatminini ne ölçüde etkilediğini incelemektir. Elde edilen sonuçlar parasal olmayan maliyetlerin hastanelerin algılanan değerinin önemli boyutlarından bir tanesi olduğunu göstermektedir. Parasal olmayan maliyetler ile hem algılanan hizmet kalitesi (R=0,514) hem de müşteri tatmini (R=0,667) arasında anlamlı ve güçlü bir ilişkinin var olduğu anlaşılmaktadır. Bu bulguların yanı sıra hastanelerin algılanan değerinin hasta tatmini üzerinde oldukça güçlü bir etkisinin olduğu görülmektedir (R=0,832).

Anahtar Kelimeler

• Parasal Olmayan Maliyetler
• Algılanan Hizmet Kalitesi
• Hasta Tatmini
• Sağlık Kurumları

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