Araştırma Makalesi
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Measurement Of Service Quality In Private Hospitals In City Of Konya: Research For Academic Personnel

Yıl 2019, Cilt: 22 Sayı: 2, 526 - 539, 30.11.2019
https://doi.org/10.29249/selcuksbmyd.565262

Öz

Continuing quality improvement, meeting the needs and expectations
of patients are the necessary roles of hospitals in healthcare system. In the
increasingly competitive health sector, hospitals require to increase their
service quality levels based on technological developments in order to be
successful and sustainable, leading to an increase in the satisfaction level of
the patients and forefront in the competition. The aim of this study is to
evaluate the service quality of private hospitals operating in city of Konya.
The academic personnel working in the state universities of Konya Technical,
Selçuk and Necmettin Erbakan are the sample groups of the study. The service
quality gap (perception-expectation) of the academic personnel in the private
hospitals is evaluated using the SERVQUAL (Service Quality Scale) scale. The
data are analyzed and interpreted using the SPSS 20 statistical package
software over the service quality gap.

Kaynakça

  • Al Fraihi, K., J., Latif, S., A. (2016). Evaluation of outpatient service quality in Eastern Saudi Arabia, Patient’s expectations and perceptions, Saudi Med J 2016; Vol. 37 (4): 420-428.
  • Andaleeb, S., S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country, Social Science & Medicine 52 (2001) 1359–1370.
  • Babakus, E., Mangold, W. G. (1992). Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, HSR: Health Services Research 26:6, February.
  • Bahadori, M., Raadabadi, M., Jamebozorgi, M. H., Salesi, M., Ravangard, R. (2014). Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease, Nephro Urol Mon. September; 6(5): e21810.
  • Bobocea, L., Gheorghe, I. R., Spiridon, St., Gheorghe, CM:, Purcarea , VL. (2016). The management of health care service quality. A physician perspective, J Med Life. 2016 Apr-Jun; 9(2): 149–152.
  • Cho, W. H., Lee, H., Kim, C., Lee, S., Choi, K. S. (2004). The Impact of Visit Frequency on the Relationship between Service Quality and Outpatient Satisfaction: A South Korean Study, HSR: Health Services Research 39:1.
  • Demirer, Ö., Bülbül, H. (2014). Kamu ve Özel Hastanelerde Hizmet Kalitesi, Hasta Tatmini ve Tercihi Arasındaki İlişki: Karşılaştırmalı Bir Analiz, Amme İdaresi Dergisi, Cilt 47, Sayı 2, Haziran 2014, s. 95-119.
  • Devebakan, N., Aksaraylı, M. (2003). Sağlık İşletmelerinde Algılanan Hizmet Kalitesinin Ölçümünde Servqual Skorlarının Kullanımı ve Özel Altınordu Hastanesi Uygulaması, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt 5, Sayı:1.
  • Karahan, Atila., Özgür, Ersan. (2011). Hastanelerde Performans Yönetim Sistemi ve Veri Zarflama Analizi. Ankara: Nobel Yayın Dağıtım, Güncellenmiş 2. Basım.
  • Khamis, K., Njau, B., 2014, Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania, BMC Health Serv Res. Sep 18;14:400.
  • Kıngır, S., 2010, Toplam Kalite Yönetimi, 2. Basım Ekim, Ankara: Nobel Yayın.
  • Li, M., Lowrie, D. B., Huang, C. Y., Lu, X.C., Zhu, Y. C., Wu, X. H., Shayiti, M., Tan, Q. Z., Yang, H. L., Chen, S. Y., Zhao, P., He, S.H., Wang, X. R., Lu, H. Z. (2015). Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale, Asian Pac J Trop Biomed 2015; 5(6): 497–504.
  • Lin, D. J., Li, Y.H., Pai, J. Y., Sheu, I. C., Glen, R., Chou, M. J., Lee, C. Y. (2009). Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung city, BMC Health Services Research 2009, 9:239.
  • Manulik, S., Rosińczuk, J., Karniej, P. (2016). Evaluation of health care service quality in Poland with the use of SERVQUAL method at the specialist ambulatory health care center, 2016, Patient Prefer Adherence. 2016; 10: 1435–1442.
  • Meesala, A., Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future, Journal of Retailing and Consumer Services, Volume 40, January, Pages 261-269.
  • Mohebifar, R., Hasani, H., Barikani, A., Rafiei, S. (2016). Evaluating Service Quality from Patients’ Perceptions: Application of Importance-performance Analysis Method. Published by Elsevier Korea. Osong Public Health and Research Perspectives, Volume 7, Issue 4, August 2016, Pages 233-238.
  • Mollahaliloğlu, Salih., Kosdak, Mustafa., Sanisoğlu, Yavuz., Ateşoğlu, Derya., Çiftçi, Esra., Tuncel, Tuğçe. (2011). (Editör: Recep Akdağ). Birinci Basamak Sağlık Hizmetlerinde Hasta Memnuniyeti 2011. Araştırma Serisi:5. Ankara: Opus Basım Yayın ve Ambalaj San.
  • Money A. G, Barnett J, Kuljis J, Duffin D. (2015). Patient perceptions and expectations of an anticoagulation service: a quantitative comparison study of clinic-based testers and patient self-testers, Scand J Caring Sci. 2015 Dec;29(4):662-78.
  • Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., Rostami, F. (2016). Patients’ Expectations and Perceptions of Service Quality in the Selected Hospitals, Med Arch. 2016 Apr; 70(2): 135-139.
  • Nawaz, M., Nazir, B., Jamil, M., Aftab, J., Razzaq, M. (2016). Service Quality in Public and Private Hospitals in Pakistan: An Analysis Using SERVQUAL Model, Apeejay-Journal of Management Sciences and Technology, 4 (1), October- 2016.
  • Nyandwe J., Mapatano M.A., Lussamba P.S., Kandala N.B., Kayembe P.K. (2017). Measuring Patients’ Perception on the Quality of Care in the Democratic Republic of Congo Using a Modified, Service Quality Scale (SERVQUAL), Arch Sci 1: 108.
  • Omidi, N., Omidi, M., Asgari, H., Khalili, K. (2017). Evaluation of the Quality of Services Provided by Selected Hospitals in Tehran City using the SERVQUAL Model, Health Research Journal; Volume 2, Issue 4, pages 245-252.
  • Parasuraman A., Zeithaml V.A., Berry L.L. (1985). A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, 1985;49: 41–50.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1986). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Technical Report. Report No: 86-108, Marketing Science Institute, Cambridge, MA.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1998). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Volume 64, no. 1 (Spring 1988):12-40.
  • Pevec, T., Pisnik, A., 2018, Empirical Evaluation Of A Conceptual Model For The Perceived Value Of Health Services, Zdr Varst. Dec; 57(4): 175–182.
  • Potluri, R. R., Angiating, G. (2018). A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector, International Journal of Industrial Distribution & Business 9-12(2018) 7-14.
  • Qolipour, M., Torabipour, A., Khiavi, F. F., Malehi, A. S. (2018). Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective, Iran J Public Health, Vol. 47, No.1, Jan 2018, pp.103-110.
  • Rahman, S., Erdem, R., Devebakan, N. (2007). Hizmet Kalitesinin Servqual Ölçeği İle Değerlendirilmesi: Elazığ’daki Hastaneler Üzerinde Bir Çalışma, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt 9, Sayı:3.
  • Rezaei, S., Matin, B. K., Moradi, K., Bijan, B., Fallahi, M., Shokati, B., Saeidi, H. (2016). Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective, Electronic Physician, Volume: 8, Issue: 3, Pages: 2101-2106.
  • Saran, U. (2004). Kamu Yönetiminde Yeniden Yapılanma “Kalite Odaklı Bir Yaklaşım”, Ankara: Atlas Yayıncılık.
  • Shafii, M., Rafiei, S., Abooee, F., Bahrami, M: A., Nouhi, M., Lotfi, F., Khatere Khanjankhani, K. (2016). Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques, Osong Public Health Res Perspect. Aug;7(4):239-47.
  • Siddiq, A., Baloch, B. Q., Takrim, K. (2016). Quality Of Healthcare Services In Public And Private Hospitals Of Peshawar, Pakistan: A Comparatıve Study Using Servqual, City University Research Journal, Volume 06 Number 02 July 2016 PP 242-255.
  • Sohail, S.M. (2003). Service quality in hospitals: more favourable than you might think, Managing Service Quality, Volume 13 . Number 3 . 2003 . pp. 197-206.
  • Srinivasan, Dr. K., Saravanan, Dr. S. (2015). Delivery Of Public Health Care Services: Assessing Customer Satisfaction Using Servqual Approach, International Journal of Application or Innovation in Engineering & Management (IJAIEM), Volume 4, Issue 7, July.
  • Taptık, Y., Keleş, Ö. (1998). Kalite Savaşı, İstanbul: KalDer Yayınları.
  • Tontuş, H.Ö. (2017) Türkiye’nin Sağlık Turizmindeki Önemi, SATURK Yayını.
  • Tütüncü, Ö. (2009). Ağırlama Hizmetlerinde Kalite Sistemleri, Ankara: Detay Yayıncılık.
  • Umath, B., Marwah, A.K., Soni, M. (2015). Measurement of Service Quality in Health Care Industry using Servqual Model: A Case of Select Hospitals, International Journal of Management and Social Sciences Research (IJMSSR), Volume 4, No. 1, January 2015.
  • Varinli, İ., Çakır, A. (2004). Hizmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki- Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma, Sosyal Bilimler Enstitüsü Dergisi Sayı : 17 Yıl : 2004/2 (33-52 s.).
  • Yağcı, M. İ., Duman, T. (2006). Hizmet Kalitesi- Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması: Devlet, Özel ve Üniversite Hastaneleri Uygulaması, Doğuş Üniversitesi Dergisi, 7 (2) 2006, 218-238.
  • Yapraklı, Ş. (2006). Kargo Taşımacılık Hizmetleri Pazarlaması ve Hizmet Kalitesi, Erzurum: Beta Basım.
  • Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., Arab, M., 2015, An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran, Global Journal of Health Science; Vol. 7, No. 1.
  • Zun, A. B., Ibrahim, M. I., Hamid, A. A. (2018). Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia, Oman Medical Journal, Vol. 33, No. 5: 416-422.
  • WHO-a, Hospitals, Hospitals in the health system, https://www.who.int/hospitals/hospitals-in-the-health-system/en/ , [Ziyaret Tarihi: 18 Şubat 2019].
  • WHO-b, Hospitals, People and Communities, https://www.who.int/hospitals/people-and-communities/en/ , [Ziyaret Tarihi: 18 Şubat 2019].

Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma

Yıl 2019, Cilt: 22 Sayı: 2, 526 - 539, 30.11.2019
https://doi.org/10.29249/selcuksbmyd.565262

Öz

Hastanelerin sürekli gelişme göstererek kalitelerini artırmak,
hastanın ihtiyaç ve beklentilerine cevap vermek sağlık sistemi içerisindeki
rolünün gereğidir. Artan rekabete sahne olan sağlık sektöründe hastaneler
başarılı olabilmek için teknolojik gelişmelere dayalı hizmet kalitesini
artırmalıdırlar. Hastanelerdeki hizmet kalitesinin yükselmesi hastaların
memnuniyet düzeyinin artmasını ve rekabette öne geçmelerini sağlayacaktır. Bu çalışmada
Konya’da bulunan özel hastanelerin sundukları hizmet kalitesinin
değerlendirilmesi amaçlanmıştır. Konya’da bulunan devlet üniversiteleri Konya
Teknik, Selçuk ve Necmettin Erbakan üniversitelerinde çalışmakta olan akademik
personel araştırmanın örneklem grubunu oluşturmuştur. Akademik personelin özel
hastanelerdeki hizmet kalitesi boşluğu (algılama-beklenti) SERVQUAL (Service
Quality Scale-Hizmet Kalitesi Ölçeği) ölçeği kullanılarak değerlendirilmiştir.
Veriler SPSS 20 istatistiksel paket programı kullanılarak hizmet kalite boşluğu
üzerinden analiz edilerek yorumlanmıştır.

Kaynakça

  • Al Fraihi, K., J., Latif, S., A. (2016). Evaluation of outpatient service quality in Eastern Saudi Arabia, Patient’s expectations and perceptions, Saudi Med J 2016; Vol. 37 (4): 420-428.
  • Andaleeb, S., S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country, Social Science & Medicine 52 (2001) 1359–1370.
  • Babakus, E., Mangold, W. G. (1992). Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, HSR: Health Services Research 26:6, February.
  • Bahadori, M., Raadabadi, M., Jamebozorgi, M. H., Salesi, M., Ravangard, R. (2014). Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease, Nephro Urol Mon. September; 6(5): e21810.
  • Bobocea, L., Gheorghe, I. R., Spiridon, St., Gheorghe, CM:, Purcarea , VL. (2016). The management of health care service quality. A physician perspective, J Med Life. 2016 Apr-Jun; 9(2): 149–152.
  • Cho, W. H., Lee, H., Kim, C., Lee, S., Choi, K. S. (2004). The Impact of Visit Frequency on the Relationship between Service Quality and Outpatient Satisfaction: A South Korean Study, HSR: Health Services Research 39:1.
  • Demirer, Ö., Bülbül, H. (2014). Kamu ve Özel Hastanelerde Hizmet Kalitesi, Hasta Tatmini ve Tercihi Arasındaki İlişki: Karşılaştırmalı Bir Analiz, Amme İdaresi Dergisi, Cilt 47, Sayı 2, Haziran 2014, s. 95-119.
  • Devebakan, N., Aksaraylı, M. (2003). Sağlık İşletmelerinde Algılanan Hizmet Kalitesinin Ölçümünde Servqual Skorlarının Kullanımı ve Özel Altınordu Hastanesi Uygulaması, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt 5, Sayı:1.
  • Karahan, Atila., Özgür, Ersan. (2011). Hastanelerde Performans Yönetim Sistemi ve Veri Zarflama Analizi. Ankara: Nobel Yayın Dağıtım, Güncellenmiş 2. Basım.
  • Khamis, K., Njau, B., 2014, Patients’ level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania, BMC Health Serv Res. Sep 18;14:400.
  • Kıngır, S., 2010, Toplam Kalite Yönetimi, 2. Basım Ekim, Ankara: Nobel Yayın.
  • Li, M., Lowrie, D. B., Huang, C. Y., Lu, X.C., Zhu, Y. C., Wu, X. H., Shayiti, M., Tan, Q. Z., Yang, H. L., Chen, S. Y., Zhao, P., He, S.H., Wang, X. R., Lu, H. Z. (2015). Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale, Asian Pac J Trop Biomed 2015; 5(6): 497–504.
  • Lin, D. J., Li, Y.H., Pai, J. Y., Sheu, I. C., Glen, R., Chou, M. J., Lee, C. Y. (2009). Chronic kidney-disease screening service quality: questionnaire survey research evidence from Taichung city, BMC Health Services Research 2009, 9:239.
  • Manulik, S., Rosińczuk, J., Karniej, P. (2016). Evaluation of health care service quality in Poland with the use of SERVQUAL method at the specialist ambulatory health care center, 2016, Patient Prefer Adherence. 2016; 10: 1435–1442.
  • Meesala, A., Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future, Journal of Retailing and Consumer Services, Volume 40, January, Pages 261-269.
  • Mohebifar, R., Hasani, H., Barikani, A., Rafiei, S. (2016). Evaluating Service Quality from Patients’ Perceptions: Application of Importance-performance Analysis Method. Published by Elsevier Korea. Osong Public Health and Research Perspectives, Volume 7, Issue 4, August 2016, Pages 233-238.
  • Mollahaliloğlu, Salih., Kosdak, Mustafa., Sanisoğlu, Yavuz., Ateşoğlu, Derya., Çiftçi, Esra., Tuncel, Tuğçe. (2011). (Editör: Recep Akdağ). Birinci Basamak Sağlık Hizmetlerinde Hasta Memnuniyeti 2011. Araştırma Serisi:5. Ankara: Opus Basım Yayın ve Ambalaj San.
  • Money A. G, Barnett J, Kuljis J, Duffin D. (2015). Patient perceptions and expectations of an anticoagulation service: a quantitative comparison study of clinic-based testers and patient self-testers, Scand J Caring Sci. 2015 Dec;29(4):662-78.
  • Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., Rostami, F. (2016). Patients’ Expectations and Perceptions of Service Quality in the Selected Hospitals, Med Arch. 2016 Apr; 70(2): 135-139.
  • Nawaz, M., Nazir, B., Jamil, M., Aftab, J., Razzaq, M. (2016). Service Quality in Public and Private Hospitals in Pakistan: An Analysis Using SERVQUAL Model, Apeejay-Journal of Management Sciences and Technology, 4 (1), October- 2016.
  • Nyandwe J., Mapatano M.A., Lussamba P.S., Kandala N.B., Kayembe P.K. (2017). Measuring Patients’ Perception on the Quality of Care in the Democratic Republic of Congo Using a Modified, Service Quality Scale (SERVQUAL), Arch Sci 1: 108.
  • Omidi, N., Omidi, M., Asgari, H., Khalili, K. (2017). Evaluation of the Quality of Services Provided by Selected Hospitals in Tehran City using the SERVQUAL Model, Health Research Journal; Volume 2, Issue 4, pages 245-252.
  • Parasuraman A., Zeithaml V.A., Berry L.L. (1985). A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, 1985;49: 41–50.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1986). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Technical Report. Report No: 86-108, Marketing Science Institute, Cambridge, MA.
  • Parasuraman, A., Zeithaml, V.A., Berry, L. L. (1998). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Volume 64, no. 1 (Spring 1988):12-40.
  • Pevec, T., Pisnik, A., 2018, Empirical Evaluation Of A Conceptual Model For The Perceived Value Of Health Services, Zdr Varst. Dec; 57(4): 175–182.
  • Potluri, R. R., Angiating, G. (2018). A Study on Service Quality and Customer Satisfaction in Nigerian Healthcare Sector, International Journal of Industrial Distribution & Business 9-12(2018) 7-14.
  • Qolipour, M., Torabipour, A., Khiavi, F. F., Malehi, A. S. (2018). Assessing Medical Tourism Services Quality Using SERVQUAL Model: A Patient’s Perspective, Iran J Public Health, Vol. 47, No.1, Jan 2018, pp.103-110.
  • Rahman, S., Erdem, R., Devebakan, N. (2007). Hizmet Kalitesinin Servqual Ölçeği İle Değerlendirilmesi: Elazığ’daki Hastaneler Üzerinde Bir Çalışma, Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt 9, Sayı:3.
  • Rezaei, S., Matin, B. K., Moradi, K., Bijan, B., Fallahi, M., Shokati, B., Saeidi, H. (2016). Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective, Electronic Physician, Volume: 8, Issue: 3, Pages: 2101-2106.
  • Saran, U. (2004). Kamu Yönetiminde Yeniden Yapılanma “Kalite Odaklı Bir Yaklaşım”, Ankara: Atlas Yayıncılık.
  • Shafii, M., Rafiei, S., Abooee, F., Bahrami, M: A., Nouhi, M., Lotfi, F., Khatere Khanjankhani, K. (2016). Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques, Osong Public Health Res Perspect. Aug;7(4):239-47.
  • Siddiq, A., Baloch, B. Q., Takrim, K. (2016). Quality Of Healthcare Services In Public And Private Hospitals Of Peshawar, Pakistan: A Comparatıve Study Using Servqual, City University Research Journal, Volume 06 Number 02 July 2016 PP 242-255.
  • Sohail, S.M. (2003). Service quality in hospitals: more favourable than you might think, Managing Service Quality, Volume 13 . Number 3 . 2003 . pp. 197-206.
  • Srinivasan, Dr. K., Saravanan, Dr. S. (2015). Delivery Of Public Health Care Services: Assessing Customer Satisfaction Using Servqual Approach, International Journal of Application or Innovation in Engineering & Management (IJAIEM), Volume 4, Issue 7, July.
  • Taptık, Y., Keleş, Ö. (1998). Kalite Savaşı, İstanbul: KalDer Yayınları.
  • Tontuş, H.Ö. (2017) Türkiye’nin Sağlık Turizmindeki Önemi, SATURK Yayını.
  • Tütüncü, Ö. (2009). Ağırlama Hizmetlerinde Kalite Sistemleri, Ankara: Detay Yayıncılık.
  • Umath, B., Marwah, A.K., Soni, M. (2015). Measurement of Service Quality in Health Care Industry using Servqual Model: A Case of Select Hospitals, International Journal of Management and Social Sciences Research (IJMSSR), Volume 4, No. 1, January 2015.
  • Varinli, İ., Çakır, A. (2004). Hizmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki- Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma, Sosyal Bilimler Enstitüsü Dergisi Sayı : 17 Yıl : 2004/2 (33-52 s.).
  • Yağcı, M. İ., Duman, T. (2006). Hizmet Kalitesi- Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması: Devlet, Özel ve Üniversite Hastaneleri Uygulaması, Doğuş Üniversitesi Dergisi, 7 (2) 2006, 218-238.
  • Yapraklı, Ş. (2006). Kargo Taşımacılık Hizmetleri Pazarlaması ve Hizmet Kalitesi, Erzurum: Beta Basım.
  • Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., Arab, M., 2015, An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran, Global Journal of Health Science; Vol. 7, No. 1.
  • Zun, A. B., Ibrahim, M. I., Hamid, A. A. (2018). Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia, Oman Medical Journal, Vol. 33, No. 5: 416-422.
  • WHO-a, Hospitals, Hospitals in the health system, https://www.who.int/hospitals/hospitals-in-the-health-system/en/ , [Ziyaret Tarihi: 18 Şubat 2019].
  • WHO-b, Hospitals, People and Communities, https://www.who.int/hospitals/people-and-communities/en/ , [Ziyaret Tarihi: 18 Şubat 2019].
Toplam 46 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Araştırma Makalesi
Yazarlar

Büşra Güler 0000-0002-5604-6572

Saadettin Erhan Kesen 0000-0001-9994-5458

Yayımlanma Tarihi 30 Kasım 2019
Gönderilme Tarihi 14 Mayıs 2019
Yayımlandığı Sayı Yıl 2019 Cilt: 22 Sayı: 2

Kaynak Göster

APA Güler, B., & Kesen, S. E. (2019). Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma. Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi, 22(2), 526-539. https://doi.org/10.29249/selcuksbmyd.565262

Selçuk Üniversitesi Sosyal Bilimler Meslek Yüksekokulu Dergisi Creative Commons Atıf-GayriTicari 4.0 Uluslararası Lisansı (CC BY NC) ile lisanslanmıştır.