E-SAĞLIK HİZMETLERİ İLE SAĞLIK HİZMETLERİ KULLANIMLARI ARASINDAKİ İLİŞKİDE ALGILANAN MEMNUNİYET, KALİTE DÜZEYLERİ VE DEMOGRAFİK ÖZELLİKLERİN DURUMSAL ARACILIK ETKİLERİ

Öz

Bu çalışmanın amacı; E-sağlık hizmetleri ile sağlık hizmetleri kullanımları arasındaki ilişkide algılanan memnuniyet, kalite düzeyleri ve demografik özelliklerin durumsal aracılık etkilerinin saptanmasıdır. Araştırma üç bölümden oluşan veri toplama formu aracılığı ile Ankara’nın merkez bir ilçesinde çalışmaya katılmayı kabul eden 410 kişiye 15 Şubat – 15 Mart tarihleri arasında uygulanmıştır. Veri formunun birinci bölümü katılımcı özelliklerini, ikinci bölümü E-Sağlık Hizmeti Kullanımını ve Sağlık Hizmeti Kullanımını ölçmeyi hedefleyen sorular içermektedir. Son bölümde ise katılımcıların algılanan sağlık hizmet kalitesi ve memnuniyet sorularını ölçmeyi hedefleyen sorular yer almaktadır. Veri analizinde SPSS 29 ve AMOS 24 yazılımları kullanılmıştır. Katılımcıların yaşları ile Algılanan Memnuniyet (r=0,249), Algılanan Hizmet Kalitesi (r=0,266), E-Sağlık Hizmetleri Kullanımı (r=-0,308) ve Sağlık Hizmetleri Kullanımı (r=0,391) arasında anlamlı ilişkiler tespit edilmiştir. Dolaylı etkilere göre Algılanan Memnuniyetin (b=-0,108) ve Algılanan Kalitenin (b=-0,082) E-Sağlık Hizmetleri Kullanımı ile Sağlık Hizmetleri Kullanımı arasındaki ilişkide aracı rolünün olduğu belirlenmiştir. Durumsal aracılık indeks değerlerine göre yaşın E-Sağlık Hizmetleri Kullanımının Algılanan Memnuniyet (b=-0,001) ve Algılanan Kalite (b=-0,001) vasıtasıyla Sağlık Hizmetleri Kullanımına olan dolaylı etkisinde düzenleyici değişken olduğu görülmüştür. Bu çalışmada daha yaşlı bireylerin algıladıkları daha yüksek sağlık hizmet kalitesi ve memnuniyet seviyeleri aracılığı ile e-sağlık hizmetleri kullanımından ziyade, sağlık hizmet kullanımına yöneldikleri sonucuna ulaşılmıştır. Bu sonuçta yaşlı bireylerin teknoloji kullanımında gençler kadar aktif olmamasının da etkili olduğu değerlendirilmektedir. Bu araştırma bulgularına dayanarak sağlık politikacıları ve yöneticileri yaşlı bireylerin yönelebileceği e-sağlık hizmet tasarımlarına odaklanabilir.

Anahtar Kelimeler

• Sağlık Hizmetleri
• E-Sağlık Hizmeti Kullanımını
• Kalite
• Memnuniyet
• Sağlık Hizmeti Kullanımı.

MODERATED MEDIATION EFFECTS OF PERCEIVED SATISFACTION, QUALITY LEVELS, AND DEMOGRAPHIC CHARACTERISTICS ON THE RELATIONSHIP BETWEEN E-HEALTHCARE AND HEALTHCARE USAGE

Öz

This study aims to determine the moderated mediation effects of perceived satisfaction, quality levels, and demographic characteristics in the relationship between e-healthcare and healthcare usage. The research was conducted between February 15 and March 15, 2024, with 410 people who agreed to participate in the study living in a central district of Ankara. Data was collected using a three-part data collection form. The first part of the data form includes questions aimed at measuring participant characteristics; the second part includes questions aimed at measuring E-healthcare Use (E-HSU) and Healthcare Use (HCU). The last part includes questions measuring participants' perceived health service quality and satisfaction. SPSS 29 and AMOS 24 software were used in data analysis. Significant relationships were found between the ages of the participants and perceived satisfaction (r=0.249), perceived service quality (r=0.266), e-healthcare usage (r=-0.308), and healthcare usage (r=0.391). The indirect effects determined that perceived satisfaction (b=-0.108) and perceived quality (b=-0.082) mediated the relationship between e-healthcare usage and healthcare usage. Age was a moderator variable in the indirect effect of e-healthcare usage on healthcare utilization through perceived satisfaction (b=-0.001) and perceived quality (b=-0.001). This study's findings indicate that older individuals tend to use e-healthcare through higher perceived health service quality and satisfaction levels. This result suggests that the fact that older individuals are not as active as younger individuals in using technology is also effective. Based on the findings of this study, researchers, health policymakers, and managers can consider e-healthcare designs that older individuals can use.

Anahtar Kelimeler

• Healthcare
• E-Healthcare Usage
• Quality
• Satisfaction
• Healthcare Usage.

Kaynakça

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