THE EFFECT OF INTERACTION QUALITY ON PATIENT SATISFACTION AND LOYALTY IN HEALTHCARE ORGANIZATIONS

Öz

This research aims to examine the effect of interaction quality on patient satisfaction and patient loyalty in healthcare organizations. In addition, it is aimed to analyze the impact of patient satisfaction on patient loyalty in healthcare organizations. In the research, the multidimensional measurement model proposed by Brady and Cronin (2001) was used to measure the quality of the services provided in the health institution. In this direction, the components of interaction quality in the health institution were determined as attitude, behavior and expertise. The population of the research consists of outpatient and inpatient treatment in Kayseri City Hospital. Research data were collected from 391 patients by convenience sampling technique. The obtained data were analyzed using Structural Equation Modeling (AMOS). As a result of the analysis, it was determined that the quality of interaction in healthcare organizations significantly affects patient satisfaction and patient loyalty. On the other hand, the results of the analysis show that patient satisfaction does not have a significant effect on patient loyalty in healthcare organizations. In addition, it has been revealed that expertise is the most effective interaction quality component on patient satisfaction and loyalty in healthcare organizations. On the other hand, behavior component has a lower effect on patient satisfaction and loyalty than specialization. On the contrary, attitude, which is one of the components of interaction quality, does not have a significant effect on patient satisfaction and patient loyalty.

Anahtar Kelimeler

• Service quality
• interaction quality
• health institutions

Proje Numarası

YOK

SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ

Öz

Bu araştırmanın amacı, sağlık kuruluşlarında etkileşim kalitesinin hasta memnuniyeti ve hasta sadakati üzerindeki etkisini incelemektir. Ayrıca araştırmada sağlık kuruluşlarında hasta memnuniyetinin hasta sadakati üzerindeki etkisinin analiz edilmesi amaçlanmaktadır. Araştırmada sağlık kuruluşunda hizmet kalitesini ölçmek için Brady ve Cronin (2001) tarafından önerilen çok boyutlu ölçüm modeli kullanılmıştır. Bu doğrultuda, sağlık kuruluşunda etkileşim kalitesinin bileşenleri; tutum, davranış ve uzmanlık olarak tanımlanmıştır. Araştırmanın evrenini, Kayseri Şehir Hastanesinde ayakta ve yataklı tedavi gören hastalar oluşturmaktadır. Araştırma verileri, kolayda örnekleme yöntemi kullanılarak 391 hastadan toplanmıştır. Elde edilen veriler Yapısal Eşitlik Modellemesi (AMOS) kullanılarak analiz edilmiştir. Analiz sonucunda, sağlık kuruluşlarında etkileşim kalitesinin hasta memnuniyeti ve hasta sadakatini anlamlı bir şekilde etkilediği tespit edilmiştir. Öte yandan, analiz sonuçları sağlık kuruluşlarında hasta memnuniyetinin hasta sadakati üzerinde anlamlı bir etkiye sahip olmadığını göstermektedir. Buna ek olarak, uzmanlığın sağlık kuruluşlarında hasta memnuniyeti ve sadakati üzerinde en etkili etkileşim kalitesi bileşeni olduğu belirlenmiştir. Davranış bileşeni ise uzmanlığa göre hasta memnuniyeti ve sadakati üzerinde daha düşük düzeyde bir etki meydana getirmektedir. Bunların aksine etkileşim kalitesi bileşenlerinden tutum, hasta memnuniyeti ve hasta sadakati üzerinde anlamlı bir etkiye sahip değildir.

Anahtar Kelimeler

• Hizmet kalitesi
• etkileşim kalitesi
• sağlık kuruluşları

Destekleyen Kurum

YOK

Proje Numarası

YOK

Kaynakça

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