SAĞLIK SEKTÖRÜNDE TOPLAM KALİTE YÖNETİMİ, HASTA MEMNUNİYETİ, HİZMET KALİTESİ VE GÜVEN ARASINDAKİ İLİŞKİ: ETİYOPYA KAMU HASTANELERİ ÖRNEĞİ

Öz

Bu araştırmanın amacı, Kuzey Etiyopya'daki seçilmiş kamu hastanelerinde toplam kalite yönetiminin (TKY) algılanan hizmet kalitesi (HK) ve hasta memnuniyeti (HM) üzerindeki etkisini; algılanan hizmet kalitesinin hasta memnuniyeti ve hasta güveni üzerindeki etkisini, ayrıca hasta memnuniyetinin hasta güveni üzerindeki etkisini araştırmaktır. Araştırmada nicel yöntem kullanılmıştır, Örneklem Etiyopya'daki seçilmiş kamu hastanelerinde tedavi gören 293 yatan hastadır. Veriler Amoss26 ve SPSS26 kullanılarak analiz edilmiştir. Araştırma sonucunda toplam kalite yönetiminin hasta memnuniyeti ve algılanan hizmet kalitesi üzerinde olumlu etkisinin olduğunu gösterdiği gibi, algılanan hizmet kalitesinin de hasta memnuniyeti ve hasta güveni üzerinde olumlu etkisinin olduğunu göstermiştir. Ayrıca hasta memnuniyetinin hasta güveni üzerinde de olumlu etkisinin olduğu ortaya çıkmıştır. Bu çalışmanın sağlık sektöründe toplam kalite yönetimi alanında hizmet verenlere, literatüre ve ilerideki araştırmalara katkı yapacağı düşünülmektedir.

Anahtar Kelimeler

• Hizmet Kalitesi
• Hasta Memnuniyeti
• Toplam Kalite Sağlık Sektörü
• Toplam Kalite Yönetimi
• Tüketici Davranışları

THE RELATIONSHIP BETWEEN TOTAL QUALITY MANAGEMENT, PATIENT SATISFACTION, SERVICE QUALITY, AND TRUST IN THE HEALTHCARE SECTOR: THE CASE OF ETHIOPIAN PUBLIC HOSPITALS

Öz

The aim of this research is to investigate the direct effects of total quality management (TQM) on perceived service quality (SQ) and patient satisfaction (PSAT), the impact of SQ on PSAT and patient trust (TR), and the influence of PSAT on TR among in-patients in selected Public Hospitals in Northern Ethiopia. Employing a quantitative approach, a questionnaire was administered via convenience sampling. The study included a sample of 293 in-patients receiving treatment in selected public hospitals in Ethiopia, with data analysis conducted using Amoss26 and SPSS26. The findings revealed that total quality management positively influenced patient satisfaction and perceived service quality, while SQ also had a positive effect on PSAT and TR. Moreover, PSAT exhibited a positive impact on TR among in-patients in selected public hospitals in Northern Ethiopia. This research significantly contributes to the existing literature and warrants further investigation, as there is a dearth of studies on total quality management in the healthcare sector compared to manufacturing industries. Additionally, this study provides valuable insights for healthcare sector managers in strategic planning and decision- making processes.

Anahtar Kelimeler

• Service Quality
• Patient satisfaction
• Total quality management
• healthcare sector
• Customer Behavior

Kaynakça

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