Sağlık Hizmet Kalitesinin Hasta Memnuniyeti ve Davranışsal Niyet Üzerine Etkisi: Hasta Güveninin Aracı Rolü

Yıl 2024, , 116 - 125, 30.10.2024

Tekin Sancar

https://doi.org/10.38057/bifd.1559301

Öz

Bu çalışmanın temel amacı, sağlık hizmet kalitesinin poliklinik hastalarının memnuniyeti ve davranışsal niyetleri üzerine etkisinde hasta güvenin aracılık rolünün olup olmadığını ortaya koymaktır. Araştırmanın ana kütlesini İstanbul Yedikule Göğüs Hatalıkları ve Göğüs Cerrahisi Eğitim ve Araştırma Hastanesinden sağlık hizmeti almış olan hastalar oluşturmuştur. Örneklem grubunu ise tesadüfi olmayan örnekleme yöntemlerinden kolayda örnekleme tekniği ile seçilen 400 hasta oluşturmaktadır. Bu çalışmada tanımlayıcı kesitsel çalışma tasarımı kullanılmıştır. Sağlık hizmet kalitesinin poliklinik hastalarının memnuniyeti ve davranışsal niyetleri üzerine etkisinde hasta güvenin aracılık rolünü test etmek için yol analizi yapılmıştır.Poliklinik hastalarının sağlık hizmet kalitesi algıları ve hasta memnuniyeti düzeyleri yaş gruplarına, eğitim durumlarına göre anlamlı bir şekilde farklılaşırken; poliklinik hastalarının hasta memnuniyeti düzeyleri, davranışsal niyet durumları ve hasta güveni durumları cinsiyetlerine ve meslek gruplarına göre anlamlı bir şekilde farklılık göstermiştir. Buna göre; sağlık hizmet kalitesinin hasta memnuniyetine ve hastaların davranışsal niyetine etkisi istatistiksel olarak anlamlı ve pozitif yönlü olarak bulunmuştur. Ayrıca hasta güveni, hastaların sağlık hizmet kalitesi algılarının onların memnuniyetleri ve davranışsal niyetlerine etkisine kısmi aracılık etmektedir.

Anahtar Kelimeler

Sağlık Hizmet Kalitesi, Hasta Memnuniyeti, Davranışsal Niyet, Hasta Güveni

Destekleyen Kurum

Yoktur

The Effect of Health Service Quality on Patient Satisfaction and Behavioural Intention: The Mediating Role of Patient Trust

Öz

The main purpose of this study is to reveal whether patient trust has a mediating role in the effect of health service quality on satisfaction and behavioral intentions of outpatients. The main mass of the study consisted of patients who received health services from Istanbul Yedikule Chest Diseases and Thoracic Surgery Training and Research Hospital. The sample group consisted of 400 patients selected by convenience sampling technique from non-random sampling methods. This study used a descriptive cross-sectional study design. Path analysis was conducted to test the mediating role of patient trust in the effect of health service quality on outpatients' satisfaction and behavioral intentions. While outpatient clinic patients' perceptions of health service quality and patient satisfaction levels differed significantly according to their age groups and educational attainment, outpatient clinic patients' patient satisfaction levels, behavioral intention and patient trust levels differed significantly according to their gender and occupational groups. Accordingly, the effect of health service quality on patient satisfaction and behavioral intention of patients was found to be statistically significant and positive. In addition, patient trust partially mediates the effect of patients' perceptions of health service quality on their satisfaction and behavioral intentions.

Anahtar Kelimeler

Health Service Quality, Patient Satisfaction, Behavioral Intention, Patient Trust

Kaynakça

• Aagja, J. P. & 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.
• Aliman, N. K. ve Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia-Social and Behavioral Sciences, 224, 141–148.
• Aljaberi, M. A., Juni, M. H., Al-Maqtari, R. A., Lye, M. S., Saeed, M. A., Al-Dubai, S. A. R. ve Shahar, H. K. (2018). Relationships among perceived quality of healthcare services, satisfaction and behavioural intentions of international students in Kuala Lumpur, Malaysia: A cross-sectional study. BMJ Open, 8(9), e021180.
• Alrubaiee, L. & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare qualitypatient trust relationship. International Journal of Marketing Studies, 3(1), 103.
• Alrubaiee, L. & Al-Nazer, N. (2010). Investigate the impact of relationship marketing orientation on customer loyalty: The customer’s perspective. International Journal of Marketing Studies, 2(1), 155.
• Amin, M. & Nasharuddin, K. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238-254.
• Arasli, H., Haktan Ekiz, E. & Turan Katircioglu, S. (2008). Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. International journal of health care quality assurance, 21(1), 8-23.
• Bin Ismail, A., Rose, I. R., Tudin, R. & Dawi, N. M. (2017). Relationship between service quality and behavioral intentions: The mediating effect of customer satisfaction. Etikonomi, 16(2), 125–144.
• Caceres, R. C. & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty. European Journal of Marketing, 41(7/8), 836–867.
• Chieochankitkan, A. & Sukpatch, K. (2014). The Customers’ Perception of Service Quality for Spa Establishments in the Active Beach Tourism Cluster, Thailand. Silpakorn University Journal of Social Sciences, Humanities, and Arts, 14(3), 53-75.
• Cong, N.T. & Mai, N. T. T. (2014). Service Quality and Its Impact on Patient Satisfaction: An Investigation in Vietnamese Public Hospitals. Journal of Emerging Economies and Islamic Research, 2(1), 1-13.
• Duggirala, M., Rajendran, C. & Anantharaman, R. N. (2008). Patient-perceived dimensions of total quality service in health-care. Benchmarking: An International Journal, 15(5), 560-583.
• Eisingerich, A. B. & Bell, S. J. (2007). Maintaining customer relationships in high credence services. Journal of Services Marketing, 21(4), 253–262.
• ep Koubaa Eleuch, A. (2011). Healthcare service quality perception in Japan. International journal of health care quality assurance, 24(6), 417-429.
• Fatima, I., Humayun, A., Iqbal, U. & Shafiq, M. (2019). Dimensions of service quality in healthcare: A systematic review of literature. International Journal for Quality in Health Care, 31(1), 11–29.
• Fornell, C. & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18, 382-388.
• Grogan, S., Conner, M., Norman, P., Willits, D. & Porter, I. (2000). Validation of a questionnaire measuring patient satisfaction with general practitioner services. Quality in Health Care, 9(4), 210-215.
• Hair, J. F., Anderson, R. E., Tahtam, R. L. & Black, W. C. (1998). Multivariate data analysis. Beşinci Baskı, New Jersey: Prentice Hall International Inc.
• Hill, N. & Alexander, J. (2017). The handbook of customer satisfaction and loyalty measurement. 3rd Edition, London: Routledge.
• Jani, D. & Han, H. (2011). In&stigating the key factors affecting behavioural intentions. International Journal of Contemporary Hospitality Management, 23(7), 1000–1018.
• Kantsperger, R. & Kunz, W. H. (2010). Consumer trust in service companies: A multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4–25.
• Kuruuzum, A. & Koksal, C. D. (2010). The impact of service quality on behavioral intention in hospitality industry. International Journal of Business and Management Studies, 2(1), 9–15.
• Lee, D. H. & Kim, K. K. (2017). Assessing healthcare service quality: a comparati& study of patient treatment types. International Journal of Quality Innovation, 3, 1. doi: 10.1186/s40887-016-0010-5
• Lobo, A., Maritz, A. & Mehta, S. (2007). Enhancing Singapore tra&l agencies’ customer loyalty: An empirical in&stigation of customers’ behavioural intentions and zones of tolerance. International Journal of Tourism Research, 9(6), 485–495.
• Meštrović, D. (2017). Service quality, students’ satisfaction and behavioural intentions in STEM and IC higher education institutions. Interdisciplinary Description of Complex Systems: INDECS, 15(1), 66–77.
• Maqsood, M., Maqsood, H., Kousar, R., Jabeen, C., Waqas, A. & Gillani, S.A. (2017). Effects of hospital service quality on patients satisfaction and behavioural intention of doctors and nurses. Saudi J. Med. Pharm. Sci., 3(6B), 556-567.
• Murti, A., Deshpande, A. & Srivastava, N. (2013). Service Quality, Customer (Patient) Satisfaction and Behavioural Intention in Health Care Services: Exploring the Indian Perspecti&. Journal of Health Management, 15(1), 29-44. DOI: 10.1177/0972063413486035
• Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381.
• Pakdil, F. & Harwood, T. N. (2005). Patient satisfaction in a preoperati& assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15–30.
• Parasuraman, A., Zeithami, V. A. & Berry, L. L. (1985). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
• Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
• Pollack, B. L. (2008). The nature of the service quality and satisfaction relationship. Managing Service Quality: An International Journal, 18(6), 537–558.
• Prentice, C., Wang, X. & Loureiro, S. M. C. (2019). The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services, 50, 50-59.
• Rezaei, S., Hajizadeh, M., Zandian, H., Fathi, A. & Nouri, B. (2018). Service quality in Iranian hospitals: A systematic review and meta-analysis. Medical Journal of the Islamic Republic of Iran, 32(1), 59.
• Sapri, M., Kaka, A. & Finch, E. (2009). Factors that influence student’s le&l of satisfaction with regards to higher educational facilities services. Malaysian Journal of Real Estate, 4(1), 34–51.
• Westbrook, R. A. & Oli&r, R. L. (1981). De&loping Better Measures of Consumer Satisfaction: Some Preliminary Results. In K. B. Monroe (Ed.), Advances in Consumer Research (vol. 8, pp. 94–99). Ann Arbor.
• Wu, H. C. (2013). An Empirical Study of the Effects of Service Quality, Percei&d Value, Corporate Image, and Customer Satisfaction on Behavioral Intentions in the Taiwan Quick Service Restaurant Industry. Journal of Quality Assurance in Hospitality & Tourism, 14(4), 364-390. doi: 10.1080/1528008X.2013.802581
• Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.