Journals / Türkiye Sosyal Araştırmalar Dergisi / 2012 / Cilt: 163 - Sayı: 163
A STUDY INTO THE VIEWS OF CONSUMERS WITH REGARD TO THE SERVICE QUALITY AT HOSPITAL POLYCLINICS
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Abstract
The current study was carried out over volunteered 351 consumers taking a service at public and private hospitals in Ankara in order to investigate their views regarding the service quality at hospital polyclinics. Almost 1/3 of the consumers included in the study were in the age group of 31/45 and mean age was 36.06±13.89. Of the consumers, 61.2% were women and 37.3% were a graduate of a higher education. Average monthly income of the consumers was 914.35 ±591.61 Turkish Liras (TL). It was found in the study that the type of hospital had an impact on the views of consumers regarding physical environment and units and that a significant difference was found between public and private hospitals in the items of “hospital setting is generally clean” (t=-7.46, p>0.01), “hospital is a warm and comfortable environment” (t=-7.63, p>0.01) and “the duration of analysis issues is short” (t=10.12, p>0.01). It was also determined that the items of “restrooms are clean” (F=11.381, p
Özet
Araştırma tüketicilerin hastane poliklinik hizmet kalitesine ilişkin görüşlerinin incelenmesi amacı ile Ankara’da devlet hastaneleri ve özel hastanelerden hizmet alan, gönüllü 351 tüketici üzerinde yürütülmüştür. Çalışmaya alınan tüketicilerin yaklaşık olarak 1/3’ü 31-45 yaş grubunda ve yaş ortalaması 36.0?13.8’dir. Tüketicilerin % 61.2’si kadın ve % 37.3’ü yüksekokul mezunudur. Tüketicilerin aylık ortalama gelir miktarı 914.3?591.6 TL’dir. Tüketicilerin fiziki ortam ve birimlere ilişkin görüşlerine hastane türünün etkili olduğu; “hastane ortamı genel olarak temiz” (t= -7.46, p