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

Yıl 2024, Cilt: 7 Sayı: 2, 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

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