SAĞLIK SEKTÖRÜNDE HİZMET KALİTESİNİN ÖLÇÜLMESİ: KOSOVA'DAKİ DEVLET İLE ÖZEL TÜRK HASTANELERİ ARASINDA BİR KARŞILAŞTIRMA

Öz

Sağlık kalitesi her alanda araştırmacıların dikkatini çeken bir konu olmuştur. Çeşitli yazarlardan farklı tanımlar verilmiştir ve zaman içinde yeni modeller geliştirilmiştir. Sağlık hizmeti kalitesinin ölçümünde en sık kullanılan modeller SERVQUAL ve SERVPERF modelleri olmuştur. Her ne kadar bu modeller kalite ölçümünde faydalı olmuşsa da kimi araştırmacı tarafından da eleştirilmiştir. Bu çalışmanın amacı Kosova devlet hastaneleri ile özel Türk hastanelerinde sunulan hizmet kalitesinin genel bir değerlendirmesini yapmaktır. Kolayda örneklem kullanılarak 204 kişiye uygulanan anket yönteminden faydalanılmıştır. Faktör analizi sonucunda hizmet kalitesini ölçen beş ana unsur elde edilmiştir. Bunlar hastane ortamı ve tetkik hizmetleri, hemşire hizmetleri, fiziksel özellikler, uygunluk ve hekim hizmetleri şeklinde isimlendirilmiştir. Araştırma verilerine uygulanan t-testi sonuçlarından Kosova devlet hastanelerine göre özel Türk hastanelerindeki hizmet kalitesi unsurlarının daha yüksek olduğu bulunmuştur. Sağlık kalite faktörlerinin hasta memnuniyeti üzerinde önemli bir etkisi vardır. Aynı şekilde memnuniyet düzeyi de özel Türk hastanelerinde daha yüksek bulunmuştur.

Anahtar Kelimeler

• Hastane
• Hizmet
• Kalite
• Hizmet Kalitesi Karşılaştırma
• Hizmet Kalitesi

MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO

Öz

Healthcare quality has been subject of attention of researchers in every field. Different definitions have been given from different authors and new models have been developed over time. SERVQUAL and SERVPERF models were the most frequently used models for measuring health service quality. Although these models were shown successful in measuring quality, they have been criticized from many researchers. Therefore, it is necessary to make an overall view of healthcare quality factors. The aim of this study is to make a general evaluation of the service quality offered in public hospitals and private Turkish hospitals in Kosovo. Using the convenient sampling method, 204 surveys were found valuable. As a result of factor analysis, five main factors that measure service quality have been obtained and are named as hospital environment and examination services, nurses services, physical characteristics, convenience and medical services. According to the results of the t-test applied to the research data, it was found that service quality components were higher in private Turkish hospitals compared to the Kosovo public hospitals. Healthcare quality factors have an important impact on patient satisfaction. Patient satisfaction level is higher in private hospitals rather in public hospitals.

Anahtar Kelimeler

• Hospital
• Service
• Quality
• Service Quality
• Service Quality Comparison

Kaynakça

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