BibTex RIS Kaynak Göster

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Yıl 2015, Sayı: 46, 1 - 20, 17.11.2015

Mahir Nakip Vesile Özçiftçi

Öz

Relationship Marketing is a conceptthat has made a considerable progress especially in service businesses. Since, the aim is not financial profit especially in family practice which is the first step in medical services, it is very important to have long term relationships with patients. In this study, data is obtained from363 patients who are taking treatments in family practice centers in Aksaray. The results obtained have been tested with structural equation modeling. The results suggest that there are connections between relationship marketing and patient satisfaction, and also patient satisfaction and loyalty. On the other hand, it is confirmed that relationship marketing does not have an influence on loyalty but the relationships between patients and medical personnel have an influence on patient satisfaction, thus increasing loyalty

Anahtar Kelimeler

Relationship Marketing Satisfaction Loyalty Health Services Structural Equation Modelling

Kaynakça

  • ALRUBAIEE, Laithand Nahla AL NAZER; (2010), “Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Custo- mer's Perspective”, International Journal of Marketing Studies, 2(1), pp.155-174.
  • ARLI, Erdal; (2013), “Marina İşletmeciliğinde İlişkisel Pazarlama Uygulamala- rının Tekrar Satın Alma Niyeti, Tavsiye Etme Niyeti ve Memnuniyet Üzerindeki Etkisi”, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 13(1), ss. 61-75.
  • ASTUTI, Herni J. and Keisuke NAGASE; (2014), “Patient Loyalty to Healthca- re Organizations: Relationship Marketing and Satisfaction”, Internati- onal Journal of Management and Marketing Research, 7(2), pp.39- 56.
  • ATHANASSOPOULOS, Antreas; Spiros GOUNARIS and Vlassis STRAT- HAKOPOULOS; (2001), “Behavioural Responses to Customer Satis- faction: an Empirical Study”, European Journal of Marketing, 35(5/6) , pp. 687-707.
  • AYYILDIZ, Hasan; Ekrem CENGİZ ve Talha USTASÜLEYMAN; (2006), “Üretim ve Pazarlama Bölüm Çalışanları Arası Davranışsal Değişkenle- rin Firma Performansı Üzerine etkisine İlişkin Yapısal Bir Model Öneri- si”, Muğla Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 17, ss. 21- 38.
  • BEETLES, Andrea C. and Lloyd C. HARRIS; (2010), “The Role of Intimacy in Service Relationships: An Exploration”, Journal of Services Marke- ting, 24(5), pp. 347-358.
  • BOJEI, Jamil; Radam BOJEI, Alias LIANA; Abu LIANA and Mimi LIANA; (2014), “The Underlying Dimensions of Relationship Marketing in the Malaysian Mobile Service Sector”, Journal of Relationship Marke- ting.13, pp. 169–190.
  • BÜLBÜL, Hasan; (2003), “Rekabet Üstünlüğü Sağlamada Ürün ve Süreç Yeni- liği: Bilişim Teknolojileri Uygulaması”, Yayınlanmamış Doktora Tezi, Konya: Selçuk Üniversitesi Sosyal Bilimler Enstitüsü.
  • DEVEBAKAN, Nevzat ve Mehmet AKSARAYLI; (2003), “Sağlık İşletmele- rinde Algılanan Hizmet Kalitesinin Ölçümünde SERVQUAL Skorları- nın Kullanımı ve Özel Altınordu Hastanesi Uygulaması”, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(1), ss. 38-54.
  • FIRDAUS, Abdullah and Agnes KANYAN; (2012), “Managing Relationship Marketing in the Food Service Industry”, Marketing Intelligence & Planning, 32(3), pp. 293-310.
  • FULLERTON, Gordon; (2005), “How Commitment Both Enables and Under- mines Marketing Relationships”, European Journal of Marketing. 39(11/12), pp. 1372 – 1388.
  • GRIFFIN, Simon J.; Ann Louise KİNMONTH, Marijcke V. M. VELTMAN; Susan GILLARD and Julie GRANT; (2004), “Effect on Health-Related Outcomes of Interventions to Alterthe Interaction Between Patients and Practitioners: A Systematic Review of Trials”, Annals of Family Medi- cine, 2(6), pp.595-608.
  • GRONROOS, Christian; (1996),“Relationship Marketing: Strategic and Tactical Implications”, Management Decision, 34,(3), pp. 5-14.
  • GÜLMEZ, Mustafa ve Olgun KİTAPÇI; (2003), “İlişki Pazarlamasının Gelişimi ve Yakın Geleceği”, C.Ü. İktisadi ve İdari Bilimler Dergisi, 4(2), ss. 81-89.
  • HACIEFENDİOĞLU, Şenol; (2005), “İlişki Pazarlaması ve Turizm Sektöründe Bir Saha Araştırması”, Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(1), ss. 69-93.
  • HALLOWELL, Roger; (1996), “The Relationships of Customer Satisfaction, Customer Loyalty and Profitability: An Empirical Study”, Internatio- nal Journal of Service Industry Management,7(4), pp. 27-42.
  • KARAKAŞ, Başak; Bülent BİRCAN ve Osman GÖK; (2007), “Hizmet Sektö- ründe İlişki Pazarlaması: Butik Oteller ve 5 Yıldızlı Oteller Üzerine Karşılaştırmalı Bir Araştırma”, Ege Akademik Bakış, 7(1), ss. 3-18.
  • KEELSON, Solomon; A. Aboagye PHILOMENA and Jacon Odei ADDO; (2014), “Customer Satisfaction in the Marketing of Electricity in Ghana: A Case Study of Western Region”, International Journal of Marke- ting and Technology, 4(8), pp.24-44.
  • KNEMEYER, A. Michael; and Paul R. MURPHY; (2005), “Exploring the Po- tential Impact of Relationship Characteristics and Customer Attributes on the Outcomes of Third-party Logistics Arrangements”, Transporta- tion Journal,44(1), pp. 5-19.
  • LEVERIN, Andreas and Veronica LILJANDER; (2006), “Does Relationship Marketing Improve Customer Relationship Satisfaction and Loyalty?”, International Journal of Bank Marketing, 24(4), pp. 232-251.
  • MACINTOSH, Gerrard and Lawrence S. LOCKSHIN; (1997), “ Retail Relati- onships and Store Loyalty: A Multi-level Perspective”, International Journal of Research in Marketing, 14(5), pp. 487−497.
  • MALHOTRA, Naresh K.; (1999), Marketing Research:An Applied Orienta- tion, third Edition,Upper Saddle River New Jersey: PrenticeHall.
  • MANSOUR, Loyatif; (2014), “University Student (U-S) Relationship Marke- ting: A Causality Study with Evidence from an Egyptian University”, The Journal of American Academy of Business, 20(1), pp. 247-259.
  • MERKOURIS, Anastasios; Elizabeth D. E. PAPATHANASSOGLOU and Chryssoula LEMONIDOU; (2004), “Evaluation of Patient Satisfaction with Nursing Care: Quantitative or Qualitative Approach?”, Internatio- nal Journal of Nursing Studies,41(4), pp. 355-367.
  • MORGAN, Robert M. and Shelby D. HUNT; (1994), “The Commitment-Trust Theory of Relationship Marketing”, The Journal of Marketing, 58(3), pp. 20-38.
  • NAKİP, Mahir; (2004), Pazarlama Araştırmalarına Giriş, Birinci Baskı, An- kara: Seçkin Yayıncılık.
  • NDUBUISI, Nelson O.; Naresh K. MALHOTRA and Chan K. WAH; (2009), “Relationship Marketing, Customer Satisfaction and Loyalty: A Theore- tical and Empirical Analysis From an Asian Perspective”, International Consumer Marketing, 21, pp. 5-l 6.
  • OMIDINIA, Somayeh; Hasan Z. MATIN; Gholamreza JANDAGHI and Abol- fazl SEPAHYAR; (2014), “Assessing the Effect of the Relationship Marketing on the Customers’ Loyalty in the Public and Private Banks of the Qom Province (Case Study: Publicand Private Banks of the Qom Province)”, International Journal of Academic Research in Econo- mics and Management Sciences, 3(1), pp. 89-102.
  • ORUJİ, Mona; Mohammad HASSANZADEH and Mohammad FEIZI; (2014), “The Impact of Relationship Marketing and New Product Features On Customer’s Perceptions and the Intention of Their Acceptance in Life And Investment Insurance”, Kuwait Chapter of Arabian Journal of Business and Management Review,3(9), pp. 406-420.
  • PRAHINSKI, Carol and Ying FAN; (2007), “Supplier Evaluations: The Role of Communication Quality”, The Journal of Supply Chain Manage- ment, 43(3), pp. 16-28.
  • RAO, Purba and Diane HOLT; (2005), “Do Green Supply Chains Leadto Com- petitiveness and Economic Performance”, International Journal of Operations &Production Management, 25(9), pp. 898-916.
  • SCHOENBACHLER, Denise D. and Geoffrey L. GORDON; (2002), “Trust and Customer Willingness to Provide Information in Database-driven Rela- tionship Marketing”, Journal of Interactive Marketing, 16(3), pp. 2- 16.
  • SILVESTRO, Rhian and Stuart CROSS; (2000), “Applying the Service Profit Chainin a Retail Environment”, International Journal of Service In- dustry Management, 11(3), pp. 244-268.
  • SIRDESHMUKH, Deepak; Jagdip SINGH and Barry SABOL; (2002), “Con- sumer Trust, Value and Loyalty in Relational Exchanges”, Journal of Marketing, 66(1), pp. 15-37.
  • SVENSSON, Göran; (2001), “Extending Trust and Mutual Trustin Business Relationships Towards a Synchronised Trust Chain in Marketing Chan- nels”, Management Decision,39(6), pp. 431-440.
  • T.C. Sağlık Bakanlığı; (2010), “Birinci Basamak Sağlık Hizmetlerinde Hasta Memnuniyeti”, İnternet Adresi: http://sbu.saglik.gov.tr/Ekutuphane/ kitaplar/kitap-hsm.pdf.,Erişim Tarihi: 09.01.2015.
  • TABACHNICK, Barbara G. and Linda S. FIDELL; (2001), Using Multivarite Statistics, Fourth Edition, USA: Allyn&Bacon, A Pearson Education Company.
  • TALEGHANI, Mohammad; Shahram GILANINIA; Seyyed J. MOUSAVIAN; (2011), “The Role of Relationship Marketing in Customer Orientation Process in the Banking Industry with Focuson Loyalty (Case Study: Banking Industry of Iran)”, International Journal of Business and So- cial Science, 2(19), pp. 155-166.
  • TAŞKIN, Ercan; Filiz ÇOKAY, Murat KURT; Feyyaz EBEOĞLUGİL, Hasan ÖZYAŞAR ve Abdulbaki BARAN; “Özel Hastanelerde İlişkisel Pa- zarlama Uygulamasi”, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 41, ss.121-130.
  • TEK, Ömer B.; (1999), Pazarlama İlkeleri: Global Yönetimsel Yaklaşım Türkiye Uygulamalar, Sekizinci Baskı, İstanbul: Beta Basım Yayım Dağıtım.
  • TSE, David K. and Peter C. WİLTON; (1988), “Models of Consumer Satisfac- tion Formation: An Extension”, Journal of Marketing Research, 25(2), pp. 204.
  • VELOUTSOU, Celeopatra; Michael SAREN and Nikolaos Tzokas; (2002), “Relationship Marketing, What If?”, European Journal of Marketing, 36(4), pp. 433-449.
  • VERONIQUE, Van A.; Frank WITTLOX and Bert V. WEE; (2007), “The Ef- fects of the Land Use System on Travel Behavior: Structural Equation Modeling Approach” Transportation Planning and Technology, 30(4), pp. 331-353.
  • ZERENLER, Muammer ve Adem ÖĞÜT; (2007), “Sağlık Sektöründe Algıla- nan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği”, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi,18, ss. 501-519.
  • ZHANG, Chen and Li SUHONG; (2006), “Secure Information Sharing in Inter- net-Based Supply Chain Management Systems”, Journal of Computer Information Systems,46(4), pp.22.

SAĞLIK HİZMETLERİNDE İLİŞKİ PAZARLAMASI VE HASTA MEMNUNİYETİ: AKSARAY AİLE SAĞLIĞI MERKEZLERİNDE UYGULAMA

Yıl 2015, Sayı: 46, 1 - 20, 17.11.2015

Mahir Nakip Vesile Özçiftçi

Öz

İlişki pazarlaması özellikle hizmet işletmelerinde önemli bir gelişme gösteren bir kavramdır. Özellikle sağlık hizmetlerinin birinci basamağı olan aile hekimliğinde amaç finansal kazanç olmadığı için, hastalarla kurulan uzun dönemli ilişkilerin geliştirilmesi son derece önem kazanmaktadır. Çalışmada Aksaray ilinde aile sağlığı merkezlerinde tedavi gören 363 hastadan veri toplanmıştır. Elde edilen veriler yapısal eşitlik modeli ile test edilmiştir. Yapılan çalışma sonucunda ilişki pazarlaması ile hasta memnuniyeti arasında ve hasta memnuniyeti ile sadakat arasında ilişki bulunmuştur. Bununla birlikte, ilişki pazarlamasının sadakat üzerinde etkili olmadığı ancak hastalar ve sağlık personeli ile kurulan ilişkilerin hasta memnuniyetinde etkili olarak sadakati arttırdığı tespit edilmiştir.

Anahtar Kelimeler

İlişki Pazarlaması Memnuniyet Sadakat Sağlık Hizmetleri Yapısal Eşitlik Modellemesi

Kaynakça

  • ALRUBAIEE, Laithand Nahla AL NAZER; (2010), “Investigate the Impact of Relationship Marketing Orientation on Customer Loyalty: The Custo- mer's Perspective”, International Journal of Marketing Studies, 2(1), pp.155-174.
  • ARLI, Erdal; (2013), “Marina İşletmeciliğinde İlişkisel Pazarlama Uygulamala- rının Tekrar Satın Alma Niyeti, Tavsiye Etme Niyeti ve Memnuniyet Üzerindeki Etkisi”, Anadolu Üniversitesi Sosyal Bilimler Dergisi, 13(1), ss. 61-75.
  • ASTUTI, Herni J. and Keisuke NAGASE; (2014), “Patient Loyalty to Healthca- re Organizations: Relationship Marketing and Satisfaction”, Internati- onal Journal of Management and Marketing Research, 7(2), pp.39- 56.
  • ATHANASSOPOULOS, Antreas; Spiros GOUNARIS and Vlassis STRAT- HAKOPOULOS; (2001), “Behavioural Responses to Customer Satis- faction: an Empirical Study”, European Journal of Marketing, 35(5/6) , pp. 687-707.
  • AYYILDIZ, Hasan; Ekrem CENGİZ ve Talha USTASÜLEYMAN; (2006), “Üretim ve Pazarlama Bölüm Çalışanları Arası Davranışsal Değişkenle- rin Firma Performansı Üzerine etkisine İlişkin Yapısal Bir Model Öneri- si”, Muğla Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 17, ss. 21- 38.
  • BEETLES, Andrea C. and Lloyd C. HARRIS; (2010), “The Role of Intimacy in Service Relationships: An Exploration”, Journal of Services Marke- ting, 24(5), pp. 347-358.
  • BOJEI, Jamil; Radam BOJEI, Alias LIANA; Abu LIANA and Mimi LIANA; (2014), “The Underlying Dimensions of Relationship Marketing in the Malaysian Mobile Service Sector”, Journal of Relationship Marke- ting.13, pp. 169–190.
  • BÜLBÜL, Hasan; (2003), “Rekabet Üstünlüğü Sağlamada Ürün ve Süreç Yeni- liği: Bilişim Teknolojileri Uygulaması”, Yayınlanmamış Doktora Tezi, Konya: Selçuk Üniversitesi Sosyal Bilimler Enstitüsü.
  • DEVEBAKAN, Nevzat ve Mehmet AKSARAYLI; (2003), “Sağlık İşletmele- rinde Algılanan Hizmet Kalitesinin Ölçümünde SERVQUAL Skorları- nın Kullanımı ve Özel Altınordu Hastanesi Uygulaması”, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 5(1), ss. 38-54.
  • FIRDAUS, Abdullah and Agnes KANYAN; (2012), “Managing Relationship Marketing in the Food Service Industry”, Marketing Intelligence & Planning, 32(3), pp. 293-310.
  • FULLERTON, Gordon; (2005), “How Commitment Both Enables and Under- mines Marketing Relationships”, European Journal of Marketing. 39(11/12), pp. 1372 – 1388.
  • GRIFFIN, Simon J.; Ann Louise KİNMONTH, Marijcke V. M. VELTMAN; Susan GILLARD and Julie GRANT; (2004), “Effect on Health-Related Outcomes of Interventions to Alterthe Interaction Between Patients and Practitioners: A Systematic Review of Trials”, Annals of Family Medi- cine, 2(6), pp.595-608.
  • GRONROOS, Christian; (1996),“Relationship Marketing: Strategic and Tactical Implications”, Management Decision, 34,(3), pp. 5-14.
  • GÜLMEZ, Mustafa ve Olgun KİTAPÇI; (2003), “İlişki Pazarlamasının Gelişimi ve Yakın Geleceği”, C.Ü. İktisadi ve İdari Bilimler Dergisi, 4(2), ss. 81-89.
  • HACIEFENDİOĞLU, Şenol; (2005), “İlişki Pazarlaması ve Turizm Sektöründe Bir Saha Araştırması”, Kocaeli Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(1), ss. 69-93.
  • HALLOWELL, Roger; (1996), “The Relationships of Customer Satisfaction, Customer Loyalty and Profitability: An Empirical Study”, Internatio- nal Journal of Service Industry Management,7(4), pp. 27-42.
  • KARAKAŞ, Başak; Bülent BİRCAN ve Osman GÖK; (2007), “Hizmet Sektö- ründe İlişki Pazarlaması: Butik Oteller ve 5 Yıldızlı Oteller Üzerine Karşılaştırmalı Bir Araştırma”, Ege Akademik Bakış, 7(1), ss. 3-18.
  • KEELSON, Solomon; A. Aboagye PHILOMENA and Jacon Odei ADDO; (2014), “Customer Satisfaction in the Marketing of Electricity in Ghana: A Case Study of Western Region”, International Journal of Marke- ting and Technology, 4(8), pp.24-44.
  • KNEMEYER, A. Michael; and Paul R. MURPHY; (2005), “Exploring the Po- tential Impact of Relationship Characteristics and Customer Attributes on the Outcomes of Third-party Logistics Arrangements”, Transporta- tion Journal,44(1), pp. 5-19.
  • LEVERIN, Andreas and Veronica LILJANDER; (2006), “Does Relationship Marketing Improve Customer Relationship Satisfaction and Loyalty?”, International Journal of Bank Marketing, 24(4), pp. 232-251.
  • MACINTOSH, Gerrard and Lawrence S. LOCKSHIN; (1997), “ Retail Relati- onships and Store Loyalty: A Multi-level Perspective”, International Journal of Research in Marketing, 14(5), pp. 487−497.
  • MALHOTRA, Naresh K.; (1999), Marketing Research:An Applied Orienta- tion, third Edition,Upper Saddle River New Jersey: PrenticeHall.
  • MANSOUR, Loyatif; (2014), “University Student (U-S) Relationship Marke- ting: A Causality Study with Evidence from an Egyptian University”, The Journal of American Academy of Business, 20(1), pp. 247-259.
  • MERKOURIS, Anastasios; Elizabeth D. E. PAPATHANASSOGLOU and Chryssoula LEMONIDOU; (2004), “Evaluation of Patient Satisfaction with Nursing Care: Quantitative or Qualitative Approach?”, Internatio- nal Journal of Nursing Studies,41(4), pp. 355-367.
  • MORGAN, Robert M. and Shelby D. HUNT; (1994), “The Commitment-Trust Theory of Relationship Marketing”, The Journal of Marketing, 58(3), pp. 20-38.
  • NAKİP, Mahir; (2004), Pazarlama Araştırmalarına Giriş, Birinci Baskı, An- kara: Seçkin Yayıncılık.
  • NDUBUISI, Nelson O.; Naresh K. MALHOTRA and Chan K. WAH; (2009), “Relationship Marketing, Customer Satisfaction and Loyalty: A Theore- tical and Empirical Analysis From an Asian Perspective”, International Consumer Marketing, 21, pp. 5-l 6.
  • OMIDINIA, Somayeh; Hasan Z. MATIN; Gholamreza JANDAGHI and Abol- fazl SEPAHYAR; (2014), “Assessing the Effect of the Relationship Marketing on the Customers’ Loyalty in the Public and Private Banks of the Qom Province (Case Study: Publicand Private Banks of the Qom Province)”, International Journal of Academic Research in Econo- mics and Management Sciences, 3(1), pp. 89-102.
  • ORUJİ, Mona; Mohammad HASSANZADEH and Mohammad FEIZI; (2014), “The Impact of Relationship Marketing and New Product Features On Customer’s Perceptions and the Intention of Their Acceptance in Life And Investment Insurance”, Kuwait Chapter of Arabian Journal of Business and Management Review,3(9), pp. 406-420.
  • PRAHINSKI, Carol and Ying FAN; (2007), “Supplier Evaluations: The Role of Communication Quality”, The Journal of Supply Chain Manage- ment, 43(3), pp. 16-28.
  • RAO, Purba and Diane HOLT; (2005), “Do Green Supply Chains Leadto Com- petitiveness and Economic Performance”, International Journal of Operations &Production Management, 25(9), pp. 898-916.
  • SCHOENBACHLER, Denise D. and Geoffrey L. GORDON; (2002), “Trust and Customer Willingness to Provide Information in Database-driven Rela- tionship Marketing”, Journal of Interactive Marketing, 16(3), pp. 2- 16.
  • SILVESTRO, Rhian and Stuart CROSS; (2000), “Applying the Service Profit Chainin a Retail Environment”, International Journal of Service In- dustry Management, 11(3), pp. 244-268.
  • SIRDESHMUKH, Deepak; Jagdip SINGH and Barry SABOL; (2002), “Con- sumer Trust, Value and Loyalty in Relational Exchanges”, Journal of Marketing, 66(1), pp. 15-37.
  • SVENSSON, Göran; (2001), “Extending Trust and Mutual Trustin Business Relationships Towards a Synchronised Trust Chain in Marketing Chan- nels”, Management Decision,39(6), pp. 431-440.
  • T.C. Sağlık Bakanlığı; (2010), “Birinci Basamak Sağlık Hizmetlerinde Hasta Memnuniyeti”, İnternet Adresi: http://sbu.saglik.gov.tr/Ekutuphane/ kitaplar/kitap-hsm.pdf.,Erişim Tarihi: 09.01.2015.
  • TABACHNICK, Barbara G. and Linda S. FIDELL; (2001), Using Multivarite Statistics, Fourth Edition, USA: Allyn&Bacon, A Pearson Education Company.
  • TALEGHANI, Mohammad; Shahram GILANINIA; Seyyed J. MOUSAVIAN; (2011), “The Role of Relationship Marketing in Customer Orientation Process in the Banking Industry with Focuson Loyalty (Case Study: Banking Industry of Iran)”, International Journal of Business and So- cial Science, 2(19), pp. 155-166.
  • TAŞKIN, Ercan; Filiz ÇOKAY, Murat KURT; Feyyaz EBEOĞLUGİL, Hasan ÖZYAŞAR ve Abdulbaki BARAN; “Özel Hastanelerde İlişkisel Pa- zarlama Uygulamasi”, Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 41, ss.121-130.
  • TEK, Ömer B.; (1999), Pazarlama İlkeleri: Global Yönetimsel Yaklaşım Türkiye Uygulamalar, Sekizinci Baskı, İstanbul: Beta Basım Yayım Dağıtım.
  • TSE, David K. and Peter C. WİLTON; (1988), “Models of Consumer Satisfac- tion Formation: An Extension”, Journal of Marketing Research, 25(2), pp. 204.
  • VELOUTSOU, Celeopatra; Michael SAREN and Nikolaos Tzokas; (2002), “Relationship Marketing, What If?”, European Journal of Marketing, 36(4), pp. 433-449.
  • VERONIQUE, Van A.; Frank WITTLOX and Bert V. WEE; (2007), “The Ef- fects of the Land Use System on Travel Behavior: Structural Equation Modeling Approach” Transportation Planning and Technology, 30(4), pp. 331-353.
  • ZERENLER, Muammer ve Adem ÖĞÜT; (2007), “Sağlık Sektöründe Algıla- nan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği”, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi,18, ss. 501-519.
  • ZHANG, Chen and Li SUHONG; (2006), “Secure Information Sharing in Inter- net-Based Supply Chain Management Systems”, Journal of Computer Information Systems,46(4), pp.22.
Toplam 45 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Mahir Nakip Bu kişi benim

Vesile Özçiftçi Bu kişi benim

Yayımlanma Tarihi 17 Kasım 2015
Yayımlandığı Sayı Yıl 2015 Sayı: 46

Kaynak Göster

APA Nakip, M., & Özçiftçi, V. (2015). SAĞLIK HİZMETLERİNDE İLİŞKİ PAZARLAMASI VE HASTA MEMNUNİYETİ: AKSARAY AİLE SAĞLIĞI MERKEZLERİNDE UYGULAMA. Erciyes Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi(46), 1-20.

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