HASTALARIN ŞİKÂYET DAVRANIŞLARI ÜZERİNE BİR ARAŞTIRMA

Year 2020, Volume: 7 Issue: 3, 563 - 588, 30.11.2020

Ebru Yıldız , Necla Yılmaz

https://doi.org/10.30798/makuiibf.689874

Abstract

Bu çalışmanın amacı aldığı sağlık hizmetinden dolayı memnuniyetsizlik yaşamış bireylerde ortaya çıkan şikâyet davranışı eğilimlerini tespit etmek ve şikâyet davranışı ile ilişkisi olan değişkenleri ortaya koymaktır. Araştırmanın evrenini Isparta il merkezinde yaşayan 18 yaş ve üstü aldığı sağlık hizmetinden memnun kalmamış bireyler oluşturmaktadır. Araştırmada nicel araştırma yöntemi ve tarama modeli kullanılmış olup veri toplama aracı olarak anket tekniğinden yararlanılmış ve 433 kişiye kolayda örnekleme yöntemiyle ulaşılmıştır. Çalışmada, literatür taraması yapılarak oluşturulan Hasta Şikâyet Davranışı Anketi kullanılmıştır. Anket formları aracılığıyla elde edilen veriler SPSS 22.0 programı kullanılarak bilgisayar ortamına aktarılmış ve verilerin analizinde bu programdan yararlanılmıştır. Araştırma sonucuna göre aldığı bir sağlık hizmetinden memnun kalmayan hataların çevrelerine yönelik şikâyette bulunma eğiliminde oldukları ortaya çıkmıştır. Şikâyet davranışının belirleyicileri olarak gösterilen şikâyete yönelik tutum, şikâyetin işlevselliği, sağlık kurumunun denetlenebilirliği ve sağlık sistemi önyargısı değişkenleriyle hasta şikâyet davranışı arasında anlamlı ilişkiler bulunmuştur.

Keywords

Hasta şikâyet davranışı, hasta şikâyetlerinin önemi, şikâyet davranışının sınıflandırması

Supporting Institution

Süleyman Demirel Üniversitesi Bilimsel Araştırmalar Projeleri Koordinasyon Birimi (BAP)

Project Number

SYL-2018-6731

RESEARCH ON COMPLAINT BEHAVIOR OF PATIENTS

Abstract

The main purpose of this study was to determine the tendency of complaint behavior in individuals who had dissatisfaction with the health service they received and to reveal the variables associated with the complaint behavior. The population of the study consists of individuals who are 18 years of age or older who are not satisfied with the health service they receive in Isparta city center. Quantitative research method and screening model were used in the study and 433 people were reached by easy sampling method. In this study, Patient Complaint Behavior Questionnaire which was formed by literature review was used. The data obtained through the questionnaire forms were transferred to the computer using SPSS 22.0 program and this program was used in the analysis of the data. According to the results of the research, it was found out that the errors that are not satisfied with the health service they received tend to complain to their environment. Significant relationships were found between the attitude towards the complaint, the functionality of the complaint, the controllability of the health institution, and the prejudice of the health system and the patient complaint behavior.

Keywords

Patient Complaint Behavior, Classification Of Complaint Behavior, Patient, Health Facilities, Word Of Mouth Communication

Project Number

SYL-2018-6731

References

• AKGÜL, A. ve ÇEVİK, O., (2003). İstatistiksel Analiz Teknikleri. Ankara, Emek Ofset.
• AZAM, K., JAVED, M., ARİF, S., RUKHSAR, N., MUZAFFAR, S., AYYAZ, K. M., NAWAZ, M. A. & ALİ, M. A., (2013). Determinants Affecting Customer’s Complaint İntention: A Study in The Context of Pakistans Retail Market. International Journal of Learning & Development, 3(6), 139-152.
• BALCI, A., (2004). Sosyal Bilimlerde Araştırma: Yöntem Teknik ve İlkeler. Ankara, Pegem Yayınları.
• BARIŞ, G., (2008). Kusursuz Müşteri Memnuniyeti için Şikâyet Yönetimi. İstanbul, Mediacat Yayınları.
• BEARDEN, W. O. & MASON, J. B., (1984). An Investigation of Influences on Consumer Complaint Reports. ACR North American Advances, 11, 490-495.
• BEARDEN, W. O. & TEKEL, J. E., (1983). Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of marketing Research, 20(1), 21-28.
• BEST, A. & ANDREASEN A. R., (1977). Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints and Obtaining Redress. Law and Society Review, 11(Spring), 701-742.
• BLOCH, P. H. & RICHINS, M. L., (1983). A Theoretical Model for the Study of Product Importance Perceptions. Journal of Marketing, 47 (Summer), 69-81.
• BLODGETT, J. G. & ANDERSON, R. D., (2000). A Bayesian Network Model of The Consumer Complaint Process. Journal of Service Research, 2(4), 321-338.
• BLODGETT, J. G., GRANBOIS, D. H. & WALTERS, R. G., (1993). The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions. Journal of Retailing, 69(4), 399-428.
• BUTELLI, S., (2007). Consumer Complaint Behavior (CCB): A Literatüre Review. Northhumbria University.
• CORNWELL, T. B., BLIGH, A. D. & BABAKUS, E., (1991). Complaint Behavior of Mexican American Consumers to A Third Party Agency. Journal of Consumer Affairs, 25(1), 1-18.
• CRIE, D., (2003). Consumers' Complaint Behaviour. Taxonomy, Typology and Determinants: Towards A Unified Ontology. Journal of Database Marketing & Customer Strategy Management, 11(1), 60-79.
• ÇAYLAK, P.,& TOLON, M. (2014). Ağızdan Ağza Pazarlama ve Tüketicilerin Ağızdan Ağza Pazarlamayı Kullanımları Üzerine Bir Araştırma. Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15(3), 1-30.
• DAVIDOW, M. & DACIN, P. A., (1997). Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management. ACR North American Advances in Consumer Research, 24, 450-456.
• DAY, R. L. & ASH, S. B., (1979). Consumer Response to Dissatisfaction with Durable Products. ACR North American Advances.
• DAY, R. L. & BODUR, M., (1978). Consumer Response to Dissatisfaction with Services and Intangibles. ACR North American Advances.
• DAY, R. L. & LANDON E. L., (1976). Collecting Comprehensive Consumer Compliant Data By Survey Research. ACR North American Advances, 3, 263-268.
• DAY, R. L. & LANDON, E. L., (1977). Toward a Theory of Consumer Complaining Behavior. Consumer and Industrial Buying Behavior, 95(1), 425-437.
• FAILS, S. L. & FRANCIS, S. K., (1996). Effect of Demographic Variables on Self Concept of Positive and Negative Word-of-Mouth. Journal of Consumer Satisfaction Dissatisfaction And Complaining Behavior, 9, 200-206.
• FARHANGMEHR, M. & SILVA, M. (1995). Strategic Importance of Consumer’s Complaints: An Empirical Study. Marketing Today And For The 21th Century, 1595-1604.
• FOLKES, V. S., (1984). Consumer Reactions to Product Failure: An Attributional Approach. Journal of Consumer Research, 10(4), 398-409.
• FURLONG, C., (1993). Marketing for Keeps: Building your Business by Retaining your Customers. New York.
• GOETZINGER, L. M., (2007). Consumer Complaint Behavior: Studies on Behavioral Dimensions and the Impact of the Internet. Purdue University.
• GÖKDENİZ, İ., DURUKAN, T. ve BOZACI, İ., (2012). Müşterinin Firmaya Şikâyet Etme Eğilimini Etkileyen Bireysel Faktörler Üzerine Uygulamalı Bir Çalışma. Aksaray Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 4(1), 17-36.
• GRONHAUG, K. & ZELTMAN, G., (1981). Complainers and Non-Complainers Revisited: Another Look at the Data. Advances in Consumer Research, 8(1), 83-87.
• HEUNG, V. C. & LAM, T., (2003). Customer Complaint Behaviour Towards Hotel Restaurant Services. International Journal of Contemporary Hospitality Management, 15(5), 283-289.
• HUANG, J. H., HUANG, C. T. & WU, S., (1996). National Character and Response to Unsatisfactory Hotel Service. International Journal of Hospitality Management, 15(3), 229-243.
• JACOBY, J. & JACCARD, J. J., (1981). The Sources, Meaning and Validity of Consumer Complaint Behavior: A Psychological Analysis. Journal of Retailing, 57 (3), 4–24.
• KALAYCI, S., (2006). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara, Asil Yayın Dağıtım.
• KILIÇ, S., (2016). Cronbach’ın Alfa Güvenirlik Katsayısı. Journal of Mood Disorders, 6(1), 47-48.
• KIM, C., KIM, S., IM, S. & SHIN, C., (2003). The Effect of Attitute and Perception on Consumer Complaint Intentions. Journal of Consumer Marketing, 20(4), 352-371.
• KİTAPÇI, O., (2008). Restoran Hizmetlerinde Müşteri Şikâyet Davranışları: Sivas İlinde Bir Uygulama. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31, 111-120.
• KOLODINSKY, J. & ALEONG, J., (1990). An Integrated Model of Consumer Complaint Action Applied to Services: A Pilot Study. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 61-70.
• KOLODINSKY, J., (1992). A System for Estimating Complaints, Complaint Resolution and Subsequent Purchases of Professional and Personal Services. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5, 36-44.
• KOLODINSKY, J., (1993). Complaints, Redress and Subsequent Purchases of Medical Services by Dissatisfied Consumers. Journal of Consumer Policy, 16(2), 193-214.
• KOLODINSKY, J., (1995). Usefulness of Economics in Explaining Consumer Complaints. Journal of Consumer Affairs, 29(1), 29-54.
• LAFORGE, M. C., (1989). Learned Helplessness as An Explanation of Elderly Consumer Complaint Behavior. Journal of Business Ethics, 8(5), 359-366.
• LAURENT, G. & KAPFERER, J. N., (1985). Measuring Consumer Involvement Profiles. Journal of Marketing Research, 22(1), 41-53.
• LIU, M. & ZHANG, F., (2007). An Empirical Study of Factors Related to Consumer Complaint Behavior. In Integration and Innovation Orient to E-Society Volume 1 (pp. 379-389). Springer, Boston, MA.
• LIU, R. R. & MCCLURE, P., (2001). Recognizing Cross-Cultural Differences in Consumer Complaint Behavior and Intentions: An Empirical Examination. Journal of Consumer Marketing, 18(1), 54-75.
• MCCOLL-KENNEDY, J. R. & SPARKS, B. A., (2003). Application of Fairness Theory to Service Failures and Service Recovery. Journal of service research, 5(3), 251-266.
• MCQUARRIE, E. F. & MUNSON, J. M., (1987). The Zaichkowsky Personal Involvement Inventory: Modification and Extension. Advances in Consumer Research, 14, 3640.
• MORGANOSKY, M. A. & BUCKLEY, H. M. (1987). Complaint Behavior: Analysis by Demographics, Lifestyle and Consumer Values. ACR North American Advances.
• OLY NDUBISI, N. & YIN LING, T., (2006). Complaint Behaviour of Malaysian Consumers. Management Research News, 29(1/2), 65-76.
• PALMER, A., BEGGS, R. & KEOWN-MCMULLAN, C., (2000). Equity and Repurchase Intention Following Service Failure. Journal of Services Marketing, 14(6), 513-528.
• PARKER, R., FUNKHOUSER, R. & CHATTERJEE, A., (1993). Some Consumption Orientations Associated with Propensity to Complain. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 6(2), 113-17.
• REIBOLDT, W., (2002). Complaint Behavior and Satisfaction with Complaint Outcome: A Look At Gender Differences. Consumer Interests Annual, 48, 1-3.
• RICHINS, M. L., (1983). Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study. The Journal of Marketing, 68-78.
• RICHINS, M. L., (1987). A Multivariate Analysis of Responses to Dissatisfaction. Journal of the Academy of Marketing Science, 15(3), 24-31.
• SEVİM, Ş. & Sarıdaldı, E., (2009). Müşteri Şikâyet Eğilimlerinin Değerlendirilmesi Demiryolu Ulaşımı Üzerine Bir Araştırma. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, (25), 95-106.
• SINGH, J., (1988). Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Journal of Marketing, 52, 93-117.
• SINGH, J., (1989). Determinants of Consumers’ Decisions to Seek Third Party Redress: An Empirical Study of Dissatisfied Patients. Journal of Consumer Affairs, 23(2), 329-363.
• SINGH, J., (1990a). Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories. Journal of the Academy of Marketing Science, 18 (Winter), 1-15.
• SINGH, J., (1990b). A Typology of Consumer Dissatisfaction Response Styles. Journal of retailing, 66(1), 57-100.
• STAUSS, B., SEIDEL, W., (2004). Complaint Management: The Heart of CRM. USA, Thomson Business and Professional Publishing.
• SUSSKIND, A. M., (2004). Consumer Frustration in The Customer-Server Exchange: The Role of Attitudes Toward Complaining and Information Inadequacy Related to Service Failures. Journal of Hospitality & Tourism Research, 28(1), 21-43.
• TABACHNICK, B. G. & FIDELL, L. S., (2013). Using Multivariate Statistics, 6th ed., Boston: Pearson.
• TAX, S. S., BROWN, S. W. & CHANDRASHEKARAN, M., (1998). Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing. Journal of Marketing, 62(2), 60-76.
• USLU, A., (2000). Tüketici Şikâyet Davranış Modelleri Üzerine Bir Değerlendirme. Marmara Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1(16), 379-386.
• UZUNAL, B.,& UYDACI, M. (2010). Sağlık Kurumlarında Ağızdan Ağıza Pazarlama Ve Bir Pilot Çalışma. Öneri Dergisi, 9(34), 87-95.
• ZAICHKOWSKY, J. L., (1985). Measuring the Involvement Construct. Journal of Consumer Resarch, 12 (December), 341-52.