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Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları

Yıl 2011, Cilt: 1 Sayı: 2, 1 - 26, 01.12.2011

Öz

Bu çalışmanın amacı; hastaların hastaneye geliş şekli, gelme sıklığı, gelme nedeni ve hastaneyi tercih etme durumları ile hizmet kalitesi değişkenleri arasında algı farklılıklarının olup olmadığını ortaya çıkartmaktır. Araştırmanın örneklemini, Kahramanmaraş’ta bulunan özel ve kamu hastaneleri hastaları oluşturmaktadır. Buradaki hastalara, demografik bilgiler ve hizmet kalitesi değişkenlerini içeren önermelerin yer aldığı bir anket sunulmuştur. Elde edilen veriler, SPSS programı uygulanarak, yüzde analizi ve ANOVA testine tabi tutulmuştur. Analizler sonucunda, hastaların demografik özellikleri ile hizmet kalitesi değişkenleri arasında bir algı farklılığı oluşmazken, hastaneye gelme sıklığı, hastaneyi seçme nedeni, başkalarına tercih etme durumunun algı farklılığına neden olduğu bulgularına ulaşılmıştır

Kaynakça

  • Aghlmand, S., Lameei, A., Small, R., (2010). A hands-on experience of the voice of customer analysis in maternity care from Iran, International Journal of Health Care Quality Assurance, 23 (2), ss.153-170.
  • Aksoy, R., (2005). Zonguldak’ta Ayakta Tedavi Tüketicilerinin Sağlık Hizmeti Kalite Değerlemesi, ZKÜ Sosyal Bilimler Dergisi, 1 (1), ss.91-104.
  • Alan, S., (2008). Hastane Enfeksiyonlarından Korunmada Birimlerin Yapılanma, Havalandırma, Temizleme Ve Dezenfeksiyon Esasları, Hastane Enfeksiyonları: Korunma Ve Kontrol Sempozyum Dizisi, No:60, ss.221-237, Ocak.
  • Antonio, K.W.L., (2011). The implementation of social responsibility in purchasing in Hong Kong/Pearl River Delta, Strategic Outsourcing: An International Journal, 4 (1), ss.13-46.
  • Atinga, R.A., Abekah-Nkrumah, G., Domfeh, K.A., (2011). Managing Healthcare Quality in Ghana: A Necessity of Patient Satisfaction, 24 (7), ss.548-563.
  • Bitner, M.J., (1992). Servicescapes: the impact of physical surroundings on customer and employee, Journal of Marketing, 56, ss.57-71.
  • Bitner, M.J., (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54, ss.69-82.
  • Branco, M.C., Delgado, C., (2011). Research on corporate social responsibility and disclosure in Portugal, Social Responsibility Journal, 7 (2), ss.202-217.
  • Carman, J.M., (2000). Patient Perceptions of Service Quality: Combining the Dimensions, Journal of Management of Medicine, 14 (5/6), ss.339-356.
  • Chahal, H., Kumari, N., (2011). Evaluating customer relationship dynamics in healthcare sector through indoor patients’ judgementManagement Research Review, 34 (6), ss.626-648.
  • Clark, W.J., (2000). Continuous Quality Improvement Pearls & Total Quality Management Pearls Applied to The Business of Healthcare Delivery in Terms Of Philosophy, Definition, Engineering, & Tools, CQI/TQM Pearls, ss.1-14, May.
  • Crick, A.P., Spencer, A., (2011). Hospitality quality: new directions and new challenges, International Journal of Contemporary Hospitality Management, 23 (4), ss.463- 478.
  • Crotts, J.C., Dickson, D.R., Ford, R.C., (2005). Aligning organizational processes with mission: The case of service excellence, Academy of Management Executive, 19 (3), ss.54-68.
  • Çabuk, Y., (2005). Kalite Maliyetleri Ve Kalite Maliyetlerini Ölçmede Kullanılan Yöntemler, ZKÜ Bartın Orman Fakültesi Dergisi, 7 (7), ss.1-8.
  • Çoruh, M., (1995). 1. Basamak Sağlık Hizmetleri’nde Toplam Kalite Yönetimi, Haberal Eğitim Vakfı Yayınları, Kasım.
  • Donabedian, A., (1980). Explorations in Quality Assessment and Monitoring. The Definiton of Quality and Approaches to its Assessment, Ann Habor, Mick: Health Administration Press.
  • Dugdall, H., Lamb, C., Carlisle, A., (2004). Improving quality care through a nursing review team, Clinical Governance: An International Journal, 9 (3), ss.155-161.
  • Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Patient-perceived dimensions of total quality service in healthcare, Benchmarking: An International Journal, 15 (5), ss.560-583.
  • Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Provider-perceived dimensions of total quality management in healthcare, Benchmarking: An International Journal, 15 (6), ss.693-722.
  • Edvardsson, B., Thomasson, B., Ovretveit, J., (1994). Quality of Service: Making it Really Work, McGraw-Hill International Limited, Maidenhead.
  • Eleuch, A.K., (2011). Healthcare service quality perception in Japan, International Journal of Health Care Quality Assurance, 24 (6), ss.417-429.
  • Eraqi, I.E., (2006). Tourism services quality (TourServQual) in Egypt, Benchmarking: An International Journal, 13 (4), ss.469-492.
  • Finn, D.W., Baker, J., Marshall, G.W., (1996). Total Quality Management and Internal Customers: Measuring Internal Service Quality, Journal of Marketing Theory and Practice, ss.36-51, Summer.
  • Ganguli, S., Roy, S.K., (2010). Service quality dimensions of hybrid services, Managing Service Quality, 20 (5), ss.404-424.
  • Gaur, S.S., Xu, Y., Quazi, A., Nandi, S., (2011). Relational impact of service providers’ interaction behavior in healthcare, Managing Service Quality, 21 (1), ss.67-87.
  • Granerud, L., (2011). Social responsibility as an intermediary for health and safety in small firms, International Journal of Workplace Health Management, 4 (2), ss.109- 122.
  • Graugaard, P.K., Holgersen, K., Eide, H., Finset, A., (2005). Changes in physician-patient communication from initial to return visits: a prospective study in a haematology outpatient clinic, Patient Education and Counseling, 57, ss.22-9.
  • Grzinic, J., (2007). Concepts of Service Quality Measurement in Hotel Industry, Ekon. Misao Praksa Dbk. God XVI, 1, ss.81-98.
  • Gülmez, M., (2005). Sağlık Hizmetlerinde Memnuniyet Ölçümü ve Cumhuriyet Üniversitesi Araştırma Hastanesi’nde Ayakta Tedavi Gören Hastalara Yönelik Bir Uygulama, Ç.Ü. İktisadi Ve İdari Bilimler Dergisi, 6 (2), ss.147-169.
  • Hasin, M.A.A., Seeluangsawat, R., Shareef, M.A., (2001). Statistical measures of customer satisfaction for health care quality assurance: a case study, International Journal of Health Care Quality Assurance, 14 (1), ss.6-13.
  • Hayran, O., Sur, H., (1997). Hastane Yöneticiliği, Nobel Tıp Kitabevleri Ltd., İstanbul.
  • Hayran, O., Sur, H., (1998). Sağlık Hizmetleri El Kitabı, Örgütlenme, Finansman, Yönetim, Mevzuat, Yüce Yayım, İstanbul.
  • Hidayati, N.D., (2011). Pattern of corporate social responsibility programs: a case study, Social Responiıbility Journal, 7 (1), ss.104-117.
  • İpekten, O.B., Kutlu, H.A., (2003). Üretim İşletmelerinde İçsel Başarısızlık Maliyetlerinin Ağırlığı, Erzurum Üniversitesi İktisadi ve İdari Bilimler Dergisi, 17 (3-4), ss.367- 380, Ekim.
  • Kakabadse, N.K., Rozuel, C., (2006). Meaning of corporate social responsibility in a local French hospital: a case study, Society and Business Review, 1 (1), ss.77-96.
  • Kırlıoğlu, H., (1998). Kalite Maliyetleri Muhasebesi, Değişim Yayınları, Adapazarı.
  • Kok, H.B., Mobach, M.P., Omta, O.S.W.F., (2011). The added value of facility management in the educational environment, Journal of Facilities Management, 9 (4), ss.249- 265.
  • Kostagiolas, P.A., Zimeras, S., (2008). Enhancement of hospital libraries and information services through an e-support system for lifelong learning quality methodologies and tools, Internatİonal Journal Of Education and Information Technologies, 2 (2), ss.132-137.
  • Li, S., Huang, Y., Yang, M.M., (2011). How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions, Leadership in Health Services, 24 (2), ss.91-105.
  • Marşap, A., Akalp G., Yeniman E., (2010). Sağlık İşletmelerinde İnsan Kaynağının Kurumsal Bilgi Güvenliği Kültürü Gelişimi, BİLİŞİM Teknolojileri Dergisi, 3 (1), ss.31-40, Ocak.
  • Merali, F., (2006). Developing an explicit strategy towards social responsibility in the NHS, Journal of Health, Organization and Management, 20 (4), ss.309-324.
  • Moon, K.S., Kim, M., Lee, J.H., (2011). The influence of consumer’s event quality perception on destination image, Managing Service Quality, 21 (3), ss.287-303.
  • Mujih, E., (2007). Implementing Corporate Social Responsibility: Punishment or Compliance?, Social Responsibility Journal, 3 (3), ss.79-85.
  • Nekoei-Moghadam, M., Amiresmaili, M., (2011). Hospital services quality assessment, International Journal of Health Care Quality Assurance, 24 (1), ss.57-66.
  • Olowokudejo, F., Aduloju, S.A., Oke, S.A., (2011). Corporate social responsibility and organizational effectiveness of insurance companies in Nigeria, The Journal of Risk Finance, 12 (3), ss.156-167.
  • Olorunniwo, F., Hsu, M.K., Udo, G.J., (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory, Journal of Services Marketing, 20 (1), ss.59-72.
  • Owusu-Frimpong, N., Nwankwo, S., Dason, B., (2010). Measuring service quality and patient satisfaction with access to public and private healthcare delivery, International Journal of Public Sector Management, 23 (3), ss.203-220.
  • Özen, Ü., Çam H., Aslay, F.Y., (2011). Kalite Boyutları Ve Sağlık Hizmeti Unsurları Açısından Hasta Memnuniyetine Bir Bakış: Gümüşhane Devlet Hastanesi’nde Örnek Uygulama Akademik Yaklaşımlar Dergisi-Journal of Academic Approaches, 2 (1), ss.25-43, İlkbahar.
  • Özer, A., Çakıl, E., (2007). Sağlık Hizmetlerinde Hasta Memnuniyetini Etkileyen Faktörler, Tıp Araştırmaları Dergisi, 5 (3), ss.140-143.
  • Öznalbant, Z., (2010). Sağlık Sektöründe Hizmet Kalitesi Ölçümü ve Bir Uygulama, Afyon Kocatepe Üniversitesi Yayınları, No:77, Ankara.
  • Padma, P., Rajendran, C., Sai, L.P., (2009). A conceptual framework of service quality in healthcare, Benchmarking: An International Journal, 16 (2), ss.157-191.
  • Parasuraman, A., Zeithaml V., Berry, L.L., (1985). A Conceptual Model of Service Quality and Its Implications For Future Research Journal of Marketing, 49, ss.41-50, Fall.
  • Parasuraman, A., Zeithaml V., Berry, L.L., (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64 (1), ss.12-40.
  • Parker, D., (1995). Total qua,lity service at the Victoria University of Technology library, Teaching Matters – Proceedings of Symposium, ss.101-111.
  • Patel, G., (2009). Total Quality Management in Healthcare, The Midas Journal, ss.1-4.
  • Peters, V.J., (1999). Total service quality management, Managing Service Quality, 29 (1), ss.6-12.
  • Proctor, S., Wright, G., (1998). Consumer responses to health care: women and maternity services, International Journal of Health Care Quality Assurance, 11 (5), ss.147-155.
  • Raja, M.P.N., Deshmukh, S.G., Wadhwa, S., (2007). Quality award dimensions: a strategic instrument for measuring health service quality, International Journal of Health Care Quality Assurance, 20 (5), ss.563-578.
  • Rashid, W.E.W., Jusoff, H.K., (2009). Service quality in health care setting, International Journal of Health Care Quality Assurance, 22 (5), ss.471-482.
  • Reid, R.D., Sanders, N.R., (2010). Operations Management, 4th. Edition, Wiley & Sons Inc.
  • Roomer, M.I., Montoya-Aguilar, C., (1988). Quality Assessment and Assurance in Primary Health Care, WHO Offset Publication, No:105, Geneva.
  • Senthilkumar, N., Arulraj, A., (2011). SQM-HEI – determination of service quality measurement of higher education in India, Journal of Modelling in Management, 6 (1), ss.60-78.
  • Seth, N., Deshmukh, S.G., Vrat, P., (2005). Service quality models: a review, International Journal of Quality & Reliability Management, 22 (9), ss.913-949.
  • Stein, T., Frankel, R.M., Krupat, E., (2005). Enhancing clinician communication skills in a large healthcare organization: a longitudinal case study, Patient Education and Counseling, 58 (1), ss.4-12.
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  • Zerenler, Z., Öğüt, A., (2007). Sağlık Sektöründe Algılanan Hizmet Kalitesi Ve Hastane Tercih Nedenleri Araştırması: Konya Örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18, ss.501-519.
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Yıl 2011, Cilt: 1 Sayı: 2, 1 - 26, 01.12.2011

Öz

Kaynakça

  • Aghlmand, S., Lameei, A., Small, R., (2010). A hands-on experience of the voice of customer analysis in maternity care from Iran, International Journal of Health Care Quality Assurance, 23 (2), ss.153-170.
  • Aksoy, R., (2005). Zonguldak’ta Ayakta Tedavi Tüketicilerinin Sağlık Hizmeti Kalite Değerlemesi, ZKÜ Sosyal Bilimler Dergisi, 1 (1), ss.91-104.
  • Alan, S., (2008). Hastane Enfeksiyonlarından Korunmada Birimlerin Yapılanma, Havalandırma, Temizleme Ve Dezenfeksiyon Esasları, Hastane Enfeksiyonları: Korunma Ve Kontrol Sempozyum Dizisi, No:60, ss.221-237, Ocak.
  • Antonio, K.W.L., (2011). The implementation of social responsibility in purchasing in Hong Kong/Pearl River Delta, Strategic Outsourcing: An International Journal, 4 (1), ss.13-46.
  • Atinga, R.A., Abekah-Nkrumah, G., Domfeh, K.A., (2011). Managing Healthcare Quality in Ghana: A Necessity of Patient Satisfaction, 24 (7), ss.548-563.
  • Bitner, M.J., (1992). Servicescapes: the impact of physical surroundings on customer and employee, Journal of Marketing, 56, ss.57-71.
  • Bitner, M.J., (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54, ss.69-82.
  • Branco, M.C., Delgado, C., (2011). Research on corporate social responsibility and disclosure in Portugal, Social Responsibility Journal, 7 (2), ss.202-217.
  • Carman, J.M., (2000). Patient Perceptions of Service Quality: Combining the Dimensions, Journal of Management of Medicine, 14 (5/6), ss.339-356.
  • Chahal, H., Kumari, N., (2011). Evaluating customer relationship dynamics in healthcare sector through indoor patients’ judgementManagement Research Review, 34 (6), ss.626-648.
  • Clark, W.J., (2000). Continuous Quality Improvement Pearls & Total Quality Management Pearls Applied to The Business of Healthcare Delivery in Terms Of Philosophy, Definition, Engineering, & Tools, CQI/TQM Pearls, ss.1-14, May.
  • Crick, A.P., Spencer, A., (2011). Hospitality quality: new directions and new challenges, International Journal of Contemporary Hospitality Management, 23 (4), ss.463- 478.
  • Crotts, J.C., Dickson, D.R., Ford, R.C., (2005). Aligning organizational processes with mission: The case of service excellence, Academy of Management Executive, 19 (3), ss.54-68.
  • Çabuk, Y., (2005). Kalite Maliyetleri Ve Kalite Maliyetlerini Ölçmede Kullanılan Yöntemler, ZKÜ Bartın Orman Fakültesi Dergisi, 7 (7), ss.1-8.
  • Çoruh, M., (1995). 1. Basamak Sağlık Hizmetleri’nde Toplam Kalite Yönetimi, Haberal Eğitim Vakfı Yayınları, Kasım.
  • Donabedian, A., (1980). Explorations in Quality Assessment and Monitoring. The Definiton of Quality and Approaches to its Assessment, Ann Habor, Mick: Health Administration Press.
  • Dugdall, H., Lamb, C., Carlisle, A., (2004). Improving quality care through a nursing review team, Clinical Governance: An International Journal, 9 (3), ss.155-161.
  • Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Patient-perceived dimensions of total quality service in healthcare, Benchmarking: An International Journal, 15 (5), ss.560-583.
  • Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Provider-perceived dimensions of total quality management in healthcare, Benchmarking: An International Journal, 15 (6), ss.693-722.
  • Edvardsson, B., Thomasson, B., Ovretveit, J., (1994). Quality of Service: Making it Really Work, McGraw-Hill International Limited, Maidenhead.
  • Eleuch, A.K., (2011). Healthcare service quality perception in Japan, International Journal of Health Care Quality Assurance, 24 (6), ss.417-429.
  • Eraqi, I.E., (2006). Tourism services quality (TourServQual) in Egypt, Benchmarking: An International Journal, 13 (4), ss.469-492.
  • Finn, D.W., Baker, J., Marshall, G.W., (1996). Total Quality Management and Internal Customers: Measuring Internal Service Quality, Journal of Marketing Theory and Practice, ss.36-51, Summer.
  • Ganguli, S., Roy, S.K., (2010). Service quality dimensions of hybrid services, Managing Service Quality, 20 (5), ss.404-424.
  • Gaur, S.S., Xu, Y., Quazi, A., Nandi, S., (2011). Relational impact of service providers’ interaction behavior in healthcare, Managing Service Quality, 21 (1), ss.67-87.
  • Granerud, L., (2011). Social responsibility as an intermediary for health and safety in small firms, International Journal of Workplace Health Management, 4 (2), ss.109- 122.
  • Graugaard, P.K., Holgersen, K., Eide, H., Finset, A., (2005). Changes in physician-patient communication from initial to return visits: a prospective study in a haematology outpatient clinic, Patient Education and Counseling, 57, ss.22-9.
  • Grzinic, J., (2007). Concepts of Service Quality Measurement in Hotel Industry, Ekon. Misao Praksa Dbk. God XVI, 1, ss.81-98.
  • Gülmez, M., (2005). Sağlık Hizmetlerinde Memnuniyet Ölçümü ve Cumhuriyet Üniversitesi Araştırma Hastanesi’nde Ayakta Tedavi Gören Hastalara Yönelik Bir Uygulama, Ç.Ü. İktisadi Ve İdari Bilimler Dergisi, 6 (2), ss.147-169.
  • Hasin, M.A.A., Seeluangsawat, R., Shareef, M.A., (2001). Statistical measures of customer satisfaction for health care quality assurance: a case study, International Journal of Health Care Quality Assurance, 14 (1), ss.6-13.
  • Hayran, O., Sur, H., (1997). Hastane Yöneticiliği, Nobel Tıp Kitabevleri Ltd., İstanbul.
  • Hayran, O., Sur, H., (1998). Sağlık Hizmetleri El Kitabı, Örgütlenme, Finansman, Yönetim, Mevzuat, Yüce Yayım, İstanbul.
  • Hidayati, N.D., (2011). Pattern of corporate social responsibility programs: a case study, Social Responiıbility Journal, 7 (1), ss.104-117.
  • İpekten, O.B., Kutlu, H.A., (2003). Üretim İşletmelerinde İçsel Başarısızlık Maliyetlerinin Ağırlığı, Erzurum Üniversitesi İktisadi ve İdari Bilimler Dergisi, 17 (3-4), ss.367- 380, Ekim.
  • Kakabadse, N.K., Rozuel, C., (2006). Meaning of corporate social responsibility in a local French hospital: a case study, Society and Business Review, 1 (1), ss.77-96.
  • Kırlıoğlu, H., (1998). Kalite Maliyetleri Muhasebesi, Değişim Yayınları, Adapazarı.
  • Kok, H.B., Mobach, M.P., Omta, O.S.W.F., (2011). The added value of facility management in the educational environment, Journal of Facilities Management, 9 (4), ss.249- 265.
  • Kostagiolas, P.A., Zimeras, S., (2008). Enhancement of hospital libraries and information services through an e-support system for lifelong learning quality methodologies and tools, Internatİonal Journal Of Education and Information Technologies, 2 (2), ss.132-137.
  • Li, S., Huang, Y., Yang, M.M., (2011). How satisfaction modifies the strength of the influence of perceived service quality on behavioral intentions, Leadership in Health Services, 24 (2), ss.91-105.
  • Marşap, A., Akalp G., Yeniman E., (2010). Sağlık İşletmelerinde İnsan Kaynağının Kurumsal Bilgi Güvenliği Kültürü Gelişimi, BİLİŞİM Teknolojileri Dergisi, 3 (1), ss.31-40, Ocak.
  • Merali, F., (2006). Developing an explicit strategy towards social responsibility in the NHS, Journal of Health, Organization and Management, 20 (4), ss.309-324.
  • Moon, K.S., Kim, M., Lee, J.H., (2011). The influence of consumer’s event quality perception on destination image, Managing Service Quality, 21 (3), ss.287-303.
  • Mujih, E., (2007). Implementing Corporate Social Responsibility: Punishment or Compliance?, Social Responsibility Journal, 3 (3), ss.79-85.
  • Nekoei-Moghadam, M., Amiresmaili, M., (2011). Hospital services quality assessment, International Journal of Health Care Quality Assurance, 24 (1), ss.57-66.
  • Olowokudejo, F., Aduloju, S.A., Oke, S.A., (2011). Corporate social responsibility and organizational effectiveness of insurance companies in Nigeria, The Journal of Risk Finance, 12 (3), ss.156-167.
  • Olorunniwo, F., Hsu, M.K., Udo, G.J., (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory, Journal of Services Marketing, 20 (1), ss.59-72.
  • Owusu-Frimpong, N., Nwankwo, S., Dason, B., (2010). Measuring service quality and patient satisfaction with access to public and private healthcare delivery, International Journal of Public Sector Management, 23 (3), ss.203-220.
  • Özen, Ü., Çam H., Aslay, F.Y., (2011). Kalite Boyutları Ve Sağlık Hizmeti Unsurları Açısından Hasta Memnuniyetine Bir Bakış: Gümüşhane Devlet Hastanesi’nde Örnek Uygulama Akademik Yaklaşımlar Dergisi-Journal of Academic Approaches, 2 (1), ss.25-43, İlkbahar.
  • Özer, A., Çakıl, E., (2007). Sağlık Hizmetlerinde Hasta Memnuniyetini Etkileyen Faktörler, Tıp Araştırmaları Dergisi, 5 (3), ss.140-143.
  • Öznalbant, Z., (2010). Sağlık Sektöründe Hizmet Kalitesi Ölçümü ve Bir Uygulama, Afyon Kocatepe Üniversitesi Yayınları, No:77, Ankara.
  • Padma, P., Rajendran, C., Sai, L.P., (2009). A conceptual framework of service quality in healthcare, Benchmarking: An International Journal, 16 (2), ss.157-191.
  • Parasuraman, A., Zeithaml V., Berry, L.L., (1985). A Conceptual Model of Service Quality and Its Implications For Future Research Journal of Marketing, 49, ss.41-50, Fall.
  • Parasuraman, A., Zeithaml V., Berry, L.L., (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64 (1), ss.12-40.
  • Parker, D., (1995). Total qua,lity service at the Victoria University of Technology library, Teaching Matters – Proceedings of Symposium, ss.101-111.
  • Patel, G., (2009). Total Quality Management in Healthcare, The Midas Journal, ss.1-4.
  • Peters, V.J., (1999). Total service quality management, Managing Service Quality, 29 (1), ss.6-12.
  • Proctor, S., Wright, G., (1998). Consumer responses to health care: women and maternity services, International Journal of Health Care Quality Assurance, 11 (5), ss.147-155.
  • Raja, M.P.N., Deshmukh, S.G., Wadhwa, S., (2007). Quality award dimensions: a strategic instrument for measuring health service quality, International Journal of Health Care Quality Assurance, 20 (5), ss.563-578.
  • Rashid, W.E.W., Jusoff, H.K., (2009). Service quality in health care setting, International Journal of Health Care Quality Assurance, 22 (5), ss.471-482.
  • Reid, R.D., Sanders, N.R., (2010). Operations Management, 4th. Edition, Wiley & Sons Inc.
  • Roomer, M.I., Montoya-Aguilar, C., (1988). Quality Assessment and Assurance in Primary Health Care, WHO Offset Publication, No:105, Geneva.
  • Senthilkumar, N., Arulraj, A., (2011). SQM-HEI – determination of service quality measurement of higher education in India, Journal of Modelling in Management, 6 (1), ss.60-78.
  • Seth, N., Deshmukh, S.G., Vrat, P., (2005). Service quality models: a review, International Journal of Quality & Reliability Management, 22 (9), ss.913-949.
  • Stein, T., Frankel, R.M., Krupat, E., (2005). Enhancing clinician communication skills in a large healthcare organization: a longitudinal case study, Patient Education and Counseling, 58 (1), ss.4-12.
  • Suki, N.M., Lian, J.C.C., Suki, N.M., (2011). Do patients’ perceptions exceed their expectations in private healthcare settings?, International Journal of Health Care Quality Assurance, 24 (1), ss.42-56.
  • Şimşek, H., (2009). Toplam Kalite Yönetimi: Kuram, İlkeler, Uygulamalar, Seçkin Kitabevi, Ankara.
  • Tafreshi, M.Z., Pazargadi, M., Saeedi, Z.A., (2007). Nurses’ perspectives on quality of nursing care: a qualitative study in Iran, International Journal of Health Care Quality Assurance, 20 (4), ss.320-328.
  • Turan, N., (2004). Türkiye'de Sağlık Hizmetleri Ve Sağlık Sektöründe Temel Sorunlar: Çözüm İçin Sağlık Kooperatifçiliğinden Yararlanma Gereği Ve Olanakları, İktisadi Ve İdari Bilimler Fakültesi Yayınları, Eskişehir, 137s.
  • Turner, P.D., Pol, L.G., (1995). Beyond Patient Satisfaction, Journal of Health Care Marketing, 15 (3), ss.45-53, Fall.
  • York, A.S., McCarthy, K.A., (2011). Patient, staff and physician satisfaction: a new model, instrument and their implications, International Journal of Health Care Quality Assurance, 24 (2), ss.178-191.
  • Zerenler, Z., Öğüt, A., (2007). Sağlık Sektöründe Algılanan Hizmet Kalitesi Ve Hastane Tercih Nedenleri Araştırması: Konya Örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18, ss.501-519.
  • Zineldin, M., (2006). The quality of health care and patient satisfaction, International Journal of Health Care Quality Assurance, 19 (1), ss.60-92.
  • Zwanenberg, T.V., (2001). Clinical governance in primary care: from blind-eye to no- blame culture in one short leap?, British Journal of Clinical Governance, 6 (2), ss.83-85.
Toplam 73 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

İsmail Bakan Bu kişi benim

Burcu Erşahan Bu kişi benim

İlker Kefe Bu kişi benim

Murat Bayat Bu kişi benim

Yayımlanma Tarihi 1 Aralık 2011
Yayımlandığı Sayı Yıl 2011 Cilt: 1 Sayı: 2

Kaynak Göster

APA Bakan, İ., Erşahan, B., Kefe, İ., Bayat, M. (2011). Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 1(2), 1-26.
AMA Bakan İ, Erşahan B, Kefe İ, Bayat M. Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. Aralık 2011;1(2):1-26.
Chicago Bakan, İsmail, Burcu Erşahan, İlker Kefe, ve Murat Bayat. “Kamu Ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları”. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi 1, sy. 2 (Aralık 2011): 1-26.
EndNote Bakan İ, Erşahan B, Kefe İ, Bayat M (01 Aralık 2011) Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 1 2 1–26.
IEEE İ. Bakan, B. Erşahan, İ. Kefe, ve M. Bayat, “Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları”, Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, c. 1, sy. 2, ss. 1–26, 2011.
ISNAD Bakan, İsmail vd. “Kamu Ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları”. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi 1/2 (Aralık 2011), 1-26.
JAMA Bakan İ, Erşahan B, Kefe İ, Bayat M. Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2011;1:1–26.
MLA Bakan, İsmail vd. “Kamu Ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları”. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, c. 1, sy. 2, 2011, ss. 1-26.
Vancouver Bakan İ, Erşahan B, Kefe İ, Bayat M. Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları. Kahramanmaraş Sütçü İmam Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi. 2011;1(2):1-26.