You are here

Home » Content

ZONGULDAK’TA AYAKTA TEDAVİ TÜKETİCİLERİNİN SAĞLIK HİZMETİ KALİTE DEĞERLEMESİ

Journal Name:

  • Zonguldak Karaelmas Üniversitesi Sosyal Bilimler Dergisi

Publication Year:

  • 2005

Key Words:

Keywords (Original Language):

Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
The subject of this research is the evaluation of medical services quality. Measuring of service quality is a hard matter essentially. In this research, quality dimensions of medical services are determined for the most part of service quality(servqual) scale which was developed by parasuman et.al, and in addition a few variables. Thirty-two (32) variables were used as quality dimensions. Data were analyzed by exploratory factor analysis. As a result, it is fitted that consumers evaluations on service quality can be explaned by 8 quality factors. These are convenience and communication, personnel, trust and politeness, doctors and nurses, correctness and speed, appliances and materials, attractiveness and commitment factors.
Bookmark/Search this post with
Abstract (Original Language): 
Çalışmanın konusunu sağlık hizmetlerinin kalitesinin değerlendirilmesidir. Hizmet kalitesinin ölçümü esas itibariyle oldukça güç bir konudur. Bu çalışmada, sağlık hizmetlerinin kalite boyutları Parasuman ve diğerlerinin geliştirdiği servis kalite(servqual) ölçeği esas alınarak, ilave birkaç değişken eklenmek suretiyle belirlenmiştir. Kalite boyutu olarak 32 değişken kullanılmıştır. Veriler keşfedici faktör analizi ile analiz edilmiştir. Sonuç olarak, sağlık hizmeti kalitesini konusundaki tüketici değerlendirmelerinin 8 kalite faktörüyle açıklanması uygun bulunmuştur. Bunlar, kolaylık ve iletişim, personel, güven ve nezaket, doktor ve hemşire, doğruluk ve hız, araç/gereç, cazibe ve vaat faktörleridir.
FULL TEXT (PDF): 
PDF icon arastirmax-zonguldakta-ayakta-tedavi-tuketicilerinin-saglik-hizmeti-kalite-degerlemesi.pdf
  • 1
91-104
  • Turkish

REFERENCES

References: 

Bıtner M. J. (1990); “Evaluating Service Encounters:The Effects of Physical
Surroundings and Employee Responses” Journal of Marketing, Vol.54, April.
Bolton, R. N. ve J. H. Drew (1991); “A Multistage Model of Costumers’ Assessments
of Service Quality and Value” Journal of Consumer Research, Vol. 17, March.
Brown, T. J. Churchıll, Jr. A. Gilbert ve J. P. Peter (1993); “Research Note: Improving
The Measurement Of Service Quality” Journal of Retailing, Vol. 69,No.1,
Spring, pp.138-139.
Cronın, J. J, Jr., Taylor, S. A. (1992); “Measuring Service Quality: A Reexamination
and Extention”, Journal of Marketing, Vol.56, July, p.57.
Kotler, P. (1997);Marketıng Management (Analysis,, Planning, Implementation, and
Control), Prentice-Hall International, , p.478.
Öztürk, S. A. (1998);Hizmet Pazarlaması, Anadolu Üniversitesi Yayınları, Eskişehir,
s.2.
Parasuman, A., L. L. Berry ve V. A. Zeıthalm (1991);“Understanding Customer
Expectations of Service” Sloan Management Review, Spring, p. 42.
Parasuman, A., L. L. Berry ve V. A. Zeıthaml (1991);Refinement and Reassessment of
the SERVQUAL Scale” Journal of Retailing, Vol. 67, No. 4, Winter.
Parasuman, A., V. A. Zeıthaml ve L. B. Berry (1994); “Reassessment of Expectations
as a Comparison Standart in Measuring Service Quality: Implications for Further
Research” Journal of Marketing,, Vol.58, January, p.122.
Rust, R. T., A. J., Zahorık ve T. L. Keınıngham (1995); “Return on Quality (ROI):
Making Service Quality Financially Accountable” Journal of Marketing, Vol..59,
April, p.60.
Teas K. R., (1993); “Expectations, Performance, Evaluation, and Consumer’s
Perceptions of Quality”, Journal Of Marketing, Vol. 57, October, 18.
Zeıthaml, V. A., L. L.,Berry ve A. Parasuman (1996); “The Behavioral Consequences
of Service Quality”, Journal Marketing, Vol.60, April, s.33.

Thank you for copying data from http://www.arastirmax.com