Araştırma Makalesi
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SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ

Yıl 2023, Cilt: 11 Sayı: 2, 205 - 227, 26.12.2023

Yusuf Bilgin , Aysun Turkay Aba

https://doi.org/10.14514/beykozad.1333974
Cited By: 1

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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  • Akman, E., & Kopuz, K. (2018). Sağlık hizmetlerinde kalite algısı: SERVQUAL model incelemesi. ODÜ Sosyal Bilimler Araştırmaları Dergisi, 10(3), 866–880.
  • Ali, J., Jusoh, A., Idris, N., Nor, K. M., Wan, Y., Abbas, A. F., & Alsharif, A. H. (2022). Applicability of healthcare service quality models and dimensions: future research directions. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0358
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THE EFFECT OF INTERACTION QUALITY ON PATIENT SATISFACTION AND LOYALTY IN HEALTHCARE ORGANIZATIONS

Yıl 2023, Cilt: 11 Sayı: 2, 205 - 227, 26.12.2023

Yusuf Bilgin , Aysun Turkay Aba

https://doi.org/10.14514/beykozad.1333974
Cited By: 1

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

Kaynakça

  • Aagja, J. A., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83.
  • Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
  • Akman, E., & Kopuz, K. (2018). Sağlık hizmetlerinde kalite algısı: SERVQUAL model incelemesi. ODÜ Sosyal Bilimler Araştırmaları Dergisi, 10(3), 866–880.
  • Ali, J., Jusoh, A., Idris, N., Nor, K. M., Wan, Y., Abbas, A. F., & Alsharif, A. H. (2022). Applicability of healthcare service quality models and dimensions: future research directions. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0358
  • Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. https://doi.org/10.1016/S0277-9536(00)00235-5 Arab, M., Tabatabaei, S. M. G., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). Ijph-41-71.Pdf. Iran Journal of Public Health, 41(9), 71–77.
  • Arısan, Y., & Devebakan, N. (2016). Sağlık işletmelerinde çalışanların sunulan hizmetlere yönelik kalite algısı: İzmir’de bir devlet hastanesinde araştırma. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(3), 507–525.
  • Atilla, G., Oksay, A., & Erdem, R. (2012). Hekim-hasta iletişimi üzerine nitel bir ön çalışma. İstanbul Üniversitesi İletişim Fakültesi Dergisi, 2(43), 23–37.
  • Baldinger, A. L., & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(1), 22–36.
  • Bilgin, Y., & Göral, M. (2017). Sağlık kuruluşlarında hizmet kalitesinin hasta memnuniyetine etkisi: Bartın devlet hastanesi örneği. Bartın Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(16), 151–176.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. 56(2), 57–71. http://www.ida.liu.se/~steho87/und/htdd01/9208310667.pdf
  • Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082–1106.
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  • Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580
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  • Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76–97. https://doi.org/10.1108/09564230910936869
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  • Nagase, K., & Astuti, H. J. (2014). Patient loyalty to healtcare organization: Relationship marketing and satisfaction. International Journal of Management and Marketing Research, 7(2), 39–56. www.theIBFR.com
  • Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381. https://doi.org/10.1108/09526860910964834
  • Öcel, Y. (2019). Sağlık hizmet kalitesinin müşteri memnuniyeti üzerine etkisi: Bolu ve Düzce örneği. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(1), 56–79.
  • Oliver, R. L. (1999). Whence Consumer Loyalty. Journal of Marketing, Vol. 63(Special Issue), 33–44.
  • Öter, V., & Südaş, H. D. (2017). The effect of perceived service quality on patient loyalty: An ınvestigation on public hospital. Çukurova Üniversitesi İİBF Dergisi, 21(2), 43–57.
  • Papatya, G., Papatya, N., & Hamşıoğlu, A. B. (2013). Sağlık ı̇şletmeleri̇nde algilanan hi̇zmet kali̇tesi̇ ve hasta memnuni̇yeti̇ ı̇ki̇ özel hastanede karşilaştirmali bi̇r araştirma. Sosyal Bilimler, 2(Ocak 2012), 1–30.
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  • Rahman, M. K., Bhuiyan, M. A., & Zailani, S. (2021). Healthcare services: Patient satisfaction and loyalty lessons from islamic friendly hospitals. Patient Preference and Adherence, 15, 2633–2646. https://doi.org/10.2147/PPA.S333595
  • Ratnawati, A., Mislan Cokrohadisumarto, W. bin, & Kholis, N. (2020). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316–1338. https://doi.org/10.1108/JIMA-01-2020-0005
  • Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. In service quality: New directions in theory and practice (pp. 1–21). https://doi.org/10.4135/9781452229102
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  • Zengin, A. Y., & Sağlam, Ş. (2022). Özel hastanelerde müşteri memnuniyeti unsurları ve sadakatin büyükşehir-şehir kıyaslaması. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(33), 122–142.
  • Zerenler, M., & Öğüt, A. (2013). Sağlik sektöründe algilanan hi̇zmet kali̇tesi̇ ve hastane terci̇h nedenleri̇ araştırması: Konya örneği̇. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
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Toplam 75 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular Hizmet Pazarlaması
Bölüm Research Article
Yazarlar

Yusuf Bilgin 0000-0003-0656-2031

Aysun Turkay Aba 0000-0003-4533-9270

Proje Numarası YOK
Yayımlanma Tarihi 26 Aralık 2023
Gönderilme Tarihi 28 Temmuz 2023
Kabul Tarihi 8 Aralık 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 11 Sayı: 2

Kaynak Göster

APA Bilgin, Y., & Turkay Aba, A. (2023). SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi, 11(2), 205-227. https://doi.org/10.14514/beykozad.1333974
AMA Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. Aralık 2023;11(2):205-227. doi:10.14514/beykozad.1333974
Chicago Bilgin, Yusuf, ve Aysun Turkay Aba. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi 11, sy. 2 (Aralık 2023): 205-27. https://doi.org/10.14514/beykozad.1333974.
EndNote Bilgin Y, Turkay Aba A (01 Aralık 2023) SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi 11 2 205–227.
IEEE Y. Bilgin ve A. Turkay Aba, “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”, Beykoz Akademi Dergisi, c. 11, sy. 2, ss. 205–227, 2023, doi: 10.14514/beykozad.1333974.
ISNAD Bilgin, Yusuf - Turkay Aba, Aysun. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi 11/2 (Aralık 2023), 205-227. https://doi.org/10.14514/beykozad.1333974.
JAMA Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. 2023;11:205–227.
MLA Bilgin, Yusuf ve Aysun Turkay Aba. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi, c. 11, sy. 2, 2023, ss. 205-27, doi:10.14514/beykozad.1333974.
Vancouver Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. 2023;11(2):205-27.

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