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Journals / İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi / 2026 / Cilt: 13 Sayı: 2

Perceptions of Satisfaction in Public Hospitals After COVID-19: A Stakeholder-Based Analysis from Patient and Employee Perspectives

COVID-19 Sonrası Kamu Hastanelerinde Memnuniyet Algıları: Hasta ve Çalışan Perspektifli Paydaş Temelli Bir Analiz

Reşat Sakur(ŞIRNAK ÜNİVERSİTESİ)0000-0002-7946-8938
Tuba Aralan(ŞIRNAK ÜNİVERSİTESİ)0000-0002-1739-921X
Pages
520–534
Publication Date
2026-10-19
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AI Summary & Key Takeaways

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

Statistically significant differences in patient satisfaction were identified based on gender, education, and type of social security; in this context, it was found that women and highly educated individuals had lower satisfaction levels with hygiene and environmental services.

📌 3 Key Takeaways

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Objective & Hypothesis:Aim: The study aims to examine the satisfaction levels of patients receiving services in public hospitals in Turkey during the post-COVID-19 period and to analyse the relationship between these levels and demographic and structural variables.
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Key Findings & Data:Data were obtained from two sample groups consisting of 400 patients and 240 healthcare workers selected using simple random sampling.
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Conclusion & Impact:Statistically significant differences in patient satisfaction were identified based on gender, education, and type of social security; in this context, it was found that women and highly educated individuals had lower satisfaction levels with hygiene and environmental services.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Hasta Memnuniyeti · Çalışan Memnuniyeti · Paydaş Teorisi

Abstract

Aim: The study aims to examine the satisfaction levels of patients receiving services in public hospitals in Turkey during the post-COVID-19 period and to analyse the relationship between these levels and demographic and structural variables. By adopting a multi-actor approach within the framework of Stakeholder Theory, the study aims to evaluate patient and staff experiences and present comprehensive conclusions regarding the quality of healthcare services. Method: The study was conducted in two public hospitals. Data were obtained from two sample groups consisting of 400 patients and 240 healthcare workers selected using simple random sampling. Data were collected through face-to-face interviews using a patient satisfaction scale and a staff satisfaction questionnaire, both of which have proven validity and reliability. The internal consistency of the scales was tested using Cronbach's Alpha coefficient, and construct validity was assessed using Exploratory Factor Analysis. Independent Samples t-test, One-Way Analysis of Variance test, and Welch tests were applied to analyse differences between groups. Results: The exploratory factor analysis (EFA) revealed that the Patient Satisfaction Scale exhibited a nine-factor structure, while the Employee Satisfaction Scale exhibited a four-factor structure. Statistically significant differences in patient satisfaction were identified based on gender, education, and type of social security; in this context, it was found that women and highly educated individuals had lower satisfaction levels with hygiene and environmental services. Furthermore, an increase in the frequency of hospital visits showed a negative correlation with a decrease in satisfaction with physician and nurse care. In employee satisfaction analyses, it was found that men had significantly higher satisfaction levels in all sub-dimensions and that employees working in high-intensity units reported lower satisfaction levels. Conclusion: The study demonstrates that service quality in public hospitals can only be achieved through the holistic interaction of patient and staff experiences, not merely through biomedical outputs; stakeholder-focused governance is a fundamental strategic requirement.

Özet

Amaç: Çalışma, COVID-19 sonrası dönemde Türkiye’de kamu hastanelerinde hizmet alan hastalar ile sağlık çalışanlarının memnuniyet düzeylerini incelemeyi ve bu düzeylerin demografik ile yapısal değişkenlerle ilişkisini analiz etmeyi amaçlamaktadır. Paydaş Teorisi çerçevesinde benimsenen çok aktörlü yaklaşımla hasta ve çalışan deneyimlerinin değerlendirilerek, sağlık hizmeti kalitesine ilişkin bütüncül çıkarımlar sunulması hedeflenmektedir. Yöntem: Çalışma, iki kamu hastanesinde gerçekleştirilmiştir. Veriler, basit rastgele örnekleme yöntemiyle seçilen 400 hasta ve 240 sağlık çalışanı olmak üzere iki örneklem grubundan elde edilmiştir. Veriler, geçerliliği ve güvenilirliği kanıtlanmış hasta memnuniyeti ölçeği ve çalışan memnuniyeti anket formu kullanılarak yüz yüze görüşme yoluyla toplanmıştır. Ölçeklerin iç tutarlılığı Cronbach’s Alpha katsayısı ile test edilmiş ve yapı geçerliliği Keşfedici Faktör Analizi ile değerlendirilmiştir. Gruplar arası farklılıkların analizi için ise Bağımsız Örneklemler t-testi ve Tek Yönlü Varyans Analizi testi ve Welch testleri uygulanmıştır. Bulgular: Faktör analizi sonucunda, Hasta Memnuniyeti Ölçeği'nin dokuz faktörlü bir yapı, Çalışan Memnuniyeti Ölçeği'nin ise dört faktörlü bir yapı sergilediği tespit edilmiştir. Hasta memnuniyeti düzeylerinde cinsiyet, eğitim ve sosyal güvence türü değişkenlerine göre istatistiksel olarak anlamlı farklılıklar gözlemlenmiştir. Elde edilen bulgular, kadın ve yüksek eğitim düzeyine sahip bireylerin, hijyen ve çevresel hizmetlere yönelik memnuniyet düzeylerinin daha düşük olduğunu ortaya koymaktadır. Ayrıca, başvuru sıklığı ile algılanan memnuniyet arasında negatif bir korelasyon ile hastaneye başvuru sıklığındaki artışın, hekim ve hemşire bakımına ilişkin memnuniyetin azalmasıyla ilişkili olduğu bulunmuştur. Çalışan memnuniyeti bağlamında ise, erkek çalışanların tüm alt boyutlarda kadın çalışanlara kıyasla anlamlı ölçüde daha yüksek memnuniyet düzeyine sahip olduğu belirlenmiştir. Buna ek olarak, yüksek yoğunluklu birimlerde görev yapan personelin daha düşük memnuniyet düzeylerine sahip olduğu tespit edilmiştir. Sonuç: Çalışma, kamu hastanelerinde hizmet kalitesinin yalnızca biyomedikal çıktılarla değil, hasta ve çalışan deneyimlerinin bütüncül etkileşimiyle sağlanabileceğini; paydaş odaklı yönetişimin temel stratejik gereklilik olduğunu ortaya koymaktadır.

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Cite This Article

Sakur, R., Aralan, T. (2026). Perceptions of Satisfaction in Public Hospitals After COVID-19: A Stakeholder-Based Analysis from Patient and Employee Perspectives. İstanbul Gelişim Üniversitesi Sosyal Bilimler Dergisi, Cilt: 13 Sayı: 2, 520–534. https://doi.org/10.17336/igusbd.1679616

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