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

Büşra Güler , Saadettin Erhan Kesen

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.

Anahtar Kelimeler

Patient Satisfaction, Quality, Quality Of Health Service, SERVQUAL

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

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.

Anahtar Kelimeler

Hasta Memnuniyeti, Kalite, Sağlıkta Hizmet Kalitesi, SERVQUAL

Kaynakça

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