SavedAdd your journal

Journals / Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi / 2016 / Cilt: 6 - Sayı: 1

EFFECT ON CUSTOMER SATİSFACTİON OF HEALTH CARE QUALİTY: THE CASE OF BOLU AND DUZCE

SAĞLIK HİZMET KALİTESİNİN MÜŞTERİ MEMNUNİYETİ ÜZERİNE ETKİSİ: BOLU VE DÜZCE ÖRNEĞİ

Yusuf ÖCEL
Pages
56–79
Publication Date
2016-07-15
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

According to result performed multiple linear regression analysis to examine the effect on customer satisfaction of health care quality revealed that affect customer satisfaction of the reliability, physical appearance and willingness.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The aim of this study is to determine the effect on customer satisfaction of health care quality.
📊
Key Findings & Data:In this context, 559 people using data from questionnaires were collected.
💡
Conclusion & Impact:According to result performed multiple linear regression analysis to examine the effect on customer satisfaction of health care quality revealed that affect customer satisfaction of the reliability, physical appearance and willingness.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Health Care Quality · Customer Satisfaction

Abstract

The aim of this study is to determine the effect on customer satisfaction of health care quality. In this direction, firstly in literatüre health care quality and studies on customer satisfaction were examined. In this context, the universe of research constitutes the universe of Bolu and Duzce are people who have benefited least once in the last year of the health services available. In this context, 559 people using data from questionnaires were collected. To the data obtained using quantitative methods were used exploratory factor analysis and regression analysis. The results of the analysis have appeared our dimensions of health-related quality of service and with related to customer satisfaction two dimensions. Dimensions of health related quality are reliability, physical appearance, willingness and empathy. If the dimensions occur with related to customer satisfaction are satisfaction with the physical evidence and the doctor / other auxiliary staff are pleased. According to result performed multiple linear regression analysis to examine the effect on customer satisfaction of health care quality revealed that affect customer satisfaction of the reliability, physical appearance and willingness.

Özet

Bu araştırmanın amacı; sağlık hizmet kalitesinin müşteri memnuniyeti üzerine etkisini ortaya koymaktır. Bu doğrultuda öncelikle literatürde sağlık hizmet kalitesi ve müşteri memnuniyeti ile ilgili çalışmalar incelenmiştir. Bu kapsamda araştırmanın evrenini Bolu ve Düzce illerinde sunulan sağlık hizmetlerinden son bir yıl içerisinde en az bir defa yararlanmış kişiler oluşturmaktadır. Bu doğrultuda 559 kişiden anket tekniği kullanılarak veriler toplanmıştır. Nicel yöntemler kullanılarak elde edilen verilere açıklayıcı faktör analizi ve regresyon analizi uygulanmıştır. Yapılan analizler sonucunda, sağlık hizmet kalitesi ile ilgili dört boyut, müşteri memnuniyeti ile ilgili iki boyut ortaya çıkmıştır. Sağlık hizmet kalitesi ile ilgili boyutlar güvenilirlik, fiziksel görünüm, isteklilik ve empatidir. Müşteri memnuniyeti ile ilgili ortaya çıkan boyutlar ise; fiziksel kanıtlardan memnuniyet ve doktor/diğer yardımcı personelden memnuniyettir. Sağlık hizmet kalitesinin müşteri memnuniyeti üzerine etkisini incelemek üzere yapılan çoklu doğrusal regresyon analizi sonucunda güvenilirliğin, fiziksel görünümün ve istekliliğin müşteri memnuniyetini etkilediği ortaya çıkmıştır.

🔖

Cite This Article

ÖCEL, Y. (2016). EFFECT ON CUSTOMER SATİSFACTİON OF HEALTH CARE QUALİTY: THE CASE OF BOLU AND DUZCE. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt: 6 - Sayı: 1, 56–79. https://ajindex.com/articles/118217

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (14)

  1. Andaleeb, S. S. (1998). Determinants of customer satisfaction with hospitals: a managerial model, International Journal of Health Care Quality Assurance, 11(6), pp. 181 –187. Anderson, E. A. ve Zwelling, L. A, (1996). Measuring Service Quality at The University of Texas M.D Cancer Center, International Journal of Health Care Quality Assurance, 9 (7), pp. 9-22.
  2. Auka, D. O., Bosire, J. N. ve Matern, V. (2013). Perceıved Service Quality and Customer Loyalty in Retail Banking in Kenya, British Journal of Marketing Studies, 1 (3), pp.32-61.
  3. Babakus, E., Mangold, G. W. (1992). Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, Health Services Reseach, 26 (6), pp. 767-786.
  4. Bayuk, N. ve Küçük, F. (2007). Müşteri Tatmini ve Müşteri Sadakati İlişkisi, Marmara Üniversitesi İktisadi İdari Bilimler Dergisi, 22 (1), ss. 285-292.
  5. Blythe, J. (2005).
  6. Essential of Marketing, Third Edition, London: Pearson Education. Boshoff, C. ve Gray, B. (2004). The Relationships Between Service Quality, Customer Satisfaction and Buying Intentions in the Private Hospital Industry, S. Afr. J. Bus. Manage., 35: 27-37.
  7. Brand, R.R., Cronin, J.J. and Routledge, J.B., (1998). Marketing To Older Patients: Perceptions of Service Quality, Health Market. Q., 15: 1-31.
  8. Cho, W.H, Lee, H., Kim, C., Lee, S., and Choi, K.S. (2004).The Impact of Visit Frequency on The Relationship Between Service Quality and Outpatient Satisfaction: A South Korean Study, Health Serv. Res, 39: 13-34.
  9. Choi, K. S., Cho, W. H., Lee, S., Lee, H. ve Kim, C. (2004).
  10. The Relationships Among Quality, Value, Satisfaction and Behavioral Intention In Health Care Provider Choice: A South Korean Study, Journal of Business Research, 57, pp. 913-921.
  11. Churchill, G. A., Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction,Journal of Marketing Research, 19 (4), pp. 491-504.
  12. Conway, T. ve Willcocks, S. (1997). The Role of Expectations in the Perception of Health Care Quality: Developing a Conceptual Model, International Journal of Health Care Quality, 10 (3), pp. 131-140.
  13. Cowell, D. (1993). The Marketing of Services. Butterworth Heinemann, Lianacre House, Jordan Hill: Oxford. Demirel, Y., Yoldaş, M. A. ve Uslu D. S. (2009).
  14. Algılanan Hizmet Kalitesinin Tetmin, Tavsiye Davranışı ve Tercih Üzerine Etkisi: Sağlık Sektöründe Bir Araştırma, Uluslararası Hakemli Sosyal Bilimler E-Dergisi, Akademik Bakış, 16, Nisan Demirer, Ö. ve Bülbül, H. (2014). Kamu ve Özel Hastanelerde Hizmet Kalite