SavedAdd your journal

Journals / Amme İdaresi Dergisi / 2014 / Cilt: 47 - Sayı: 2

The Relationships between Service Quality, Patient Satisfaction and Preference in Public and Private Hospitals in Turkey: A Comparative Study

Kamu ve özel hastanelerde hizmet kalitesi, hasta tatmini ve tercihi arasındaki ilişki: Karşılaştırmalı bir analiz

OMÜR DEMIRER
HASAN BÜLBÜL
Pages
95–119
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)

On the other hand, perceived service quality directly affects patient preference in public hospitals while the same effect is indirect thanks to patient satisfaction in private hospitals.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:This study comparatively explores the suitability of SERVQUAL and the relationship between perceived service quality, patient satisfaction, and patient preference (intent to revisit the hospital) for the public and private hospitals in Turkey.
📊
Key Findings & Data:Structural equation analysis showed that perceived service quality has a significant positive impact on patient satisfaction and patient satisfaction has a significant positive impact on patient preference both in public and private hospitals.
💡
Conclusion & Impact:On the other hand, perceived service quality directly affects patient preference in public hospitals while the same effect is indirect thanks to patient satisfaction in private hospitals.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

This study comparatively explores the suitability of SERVQUAL and the relationship between perceived service quality, patient satisfaction, and patient preference (intent to revisit the hospital) for the public and private hospitals in Turkey. The results of exploratory and confirmatory factor analysis indicated that SERVQUAL is a valid and reliable instrument to measure health care service quality in Turkey. However, the dimensions of SERVQUAL are not confirmed. Public hospitals’ quality is composed of two dimensions (i. reliability-tangibility and ii. responsiveness-assurance-private hospitals’ quality is composed of three dimensions (i. reliabilityssurance, ii. tangibility and iii. empathy). Structural equation analysis showed that perceived service quality has a significant positive impact on patient satisfaction and patient satisfaction has a significant positive impact on patient preference both in public and private hospitals. On the other hand, perceived service quality directly affects patient preference in public hospitals while the same effect is indirect thanks to patient satisfaction in private hospitals.

Özet

Bu çalışma, Türkiyede kamu ve özel hastanelerde karşılaştırmalı olarak SERVQUALin uygunluğunu ve algılanan hizmet kalitesi, hasta tatmini ve hasta tercihi (hastaneye yeniden gitme niyeti) arasındaki ilişkiyi araştırmıştır. Keşifsel ve doğrulayıcı faktör analizi sonuçları, SERVQUALin Türkiyede sağlık hizmetlerinin kalitesini ölçmede geçerli ve güvenilir bir ölçek olduğunu göstermekle birlikte boyutlarını doğrula- mamıştır. Kamu hastanelerinin kalitesi iki boyuttan (i. güvenilirlik-somutluk ve ii. yanıt verebilirlik-güvence - empati), özel hastanelerin kalitesi ise üç boyuttan (i. güvenilirlikgüvence, ii. somutluk ve iii. empati) oluşmuştur. Yapısal eşitlik analizi sonuçlarına göre her iki hastane tipinde de hizmet kalitesinin hasta tatmini, hasta tatmininin de hasta tercihi üzerinde pozitif etkisi vardır. Diğer taraftan analiz sonuçları, hizmet kalitesinin hasta tercihini kamu hastanelerinde doğrudan, özel hastanelerde ise hasta tatmini sayesinde dolaylı etkilediğini göstermiştir.

🔖

Cite This Article

DEMIRER, O., BÜLBÜL, H. (2014). The Relationships between Service Quality, Patient Satisfaction and Preference in Public and Private Hospitals in Turkey: A Comparative Study. Amme İdaresi Dergisi, Cilt: 47 - Sayı: 2, 95–119. https://ajindex.com/articles/356575

References (13)

  1. Aksoy, Ramazan (2005), “Zonguldak’ta Ayakta Tedavi Tüketicilerinin Sağlık Hizmeti Kalite Değerlemesi”, ZKÜ Sosyal Bilimler Dergisi, Cilt 1, Sayı 1, s. 91-104.
  2. Alexandris, Konstantinos-Dimitriadis, Nikos-Markata, Dimitra (2002), “Can Perceptions of Service Quality Predict Behavioral Intentions? An Exploratory Study in the Hotel Sector in Greece”, Managing Service Quality, Vol. 12, No: 4, s.224-231.
  3. Andaleeb, Syed S.-Siddiqui, Nazlee-Khandakar, Shahjahan (2007), “Doctors’ Service Orientation in Public, Private, and Foreign Hospitals”, International Journal of Health Care Quality Assurance, Vol. 20, No: 3, s. 253-263.
  4. Araslı, Huseyin-Ekiz Erdogan H.-Katircioglu, Salih T. (2008), “Gearing Service Quality into Public and Private Hospitals in Small Islands Empirical evidence from Cyprus”, International Journal of Health Care Quality Assurance, Vol. 21, No: 1, s. 8-23.
  5. Baker, D.A.-Crompton, J.L. (2000), “Quality, Satisfaction and Behaviour Intentions”, Annals of Tourism Research, Vol. 27, No: 3, s. 785-804.
  6. Bou Llusar, Juan C.-Camison-Zornoza, Cesar-Escrig Tena, Ana Belan (2001), “Measuring the Relationship Between Firm Perceived Quality and Customer Satisfaction and its Influence on Purchase Intentions, Total Quality Management, Vol. 12, No: 6, s. 719-734.
  7. Butt, Mohsin M.-de Run Ernest C. (2010), “Private Healthcare Quality: Applying a SERVQUAL Model”, International Journal of Health Care Quality Assurance, Vol. 23, No: 7, s. 658-673.
  8. Bülbül, Hasan-Demirer, Ömür (2008), “Hizmet Kalitesi Ölçüm Modelleri Servqual ve Serperf’in Karşılaştırmalı Analizi”, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, Cilt 20, s. 181-198.
  9. Chong, Vincent K.-Rundus, Michael J. (2004), “Total Quality Management, Market Competition and Organizational Performance”, The British Accounting Review, Vol. 36, No: 2, s. 155-172.
  10. Cui, Charles C.-Lewis, Barbara R.-Park, Won (2003). “Service Quality Measurement in the Banking Sector in South Korea”, International Journal of Bank Marketing, Vol. 21, No: 4, s. 191-201.
  11. Cronin, Joseph J. Jr.-Taylor, Steven A. (1992), “Measuring Service Quality: a Reexamination and Extension”, Journal of Marketing, Vol. 56, No: 3, s. 55-68.
  12. De Man, Stefanie-Gemmel, Paul-Vlerick, Peter-Van Rijk P.-Dierckx, Rudi (2002), “Patients’ and Personnel’s Perceptions of Service Quality and Patient Satisfaction in Nuclear Medicine”, European Journal of Nuclear Medicine, Vol. 29, No: 9, s. 1109-1117.
  13. Devebakan, Nevzat-Aksaraylı, Mehmet (2003), “Sağlık İşletmelerinde Algıla