HASTANELERİN HİZMET KALİTESİ ÖLÇÜMÜNE ALTERNATİF BİR YAKLAŞIM

Yıl 2019, Cilt: 7 Sayı: 1, 27 - 48, 15.07.2019

Duygu Aydın Ünal , Raife Meltem Yetkin Özbük Serkan Akıncı

Öz

Bu çalışmanın amacı, hastanelerin hizmet kalitesi ölçümlerinde
kullanılması için kısa ve pratik, geçerli ve güvenilir alternatif bir ölçüm
aracı önermektir. Bu amaç doğrultusunda, hizmet kalitesi literatüründe yer alan
etkileşim kalitesi, fiziksel çevre kalitesi ve çıktı
kalitesi boyutlarından oluşan bir modele dayalı hastane hizmet kalitesi
ölçümüne yönelik bir araç sunulmuştur. Araştırma için veriler özel bir
hastanenin hastalarından araştırmaya katılmaya gönüllü olanlar arasından anket
yöntemiyle toplanmıştır. Elde edilen verilere uygulanan analizler sonucunda dört
boyuttan ve dokuz ifadeden oluşan, güvenilirlik ve geçerlilik analizleri
başarılı sonuçlar veren alternatif bir hizmet kalitesi ölçüm aracına
ulaşılmıştır. Ayrıca, gerçekleştirilen geçerlilik analizleri sonucunda tatmin
ve bu dört boyut arasındaki yapısal regresyon modeli, tatmin üzerindeki en
etkili faktörün doktorların etkileşim kalitesi olduğunu ortaya koymuştur.

Anahtar Kelimeler

Hizmet Kalitesi, Ölçek

Kaynakça

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