You are here

Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları

PATIENT PERCEIVED ON SERVICE QUALITY IN HEALTHCARE WHICH TREATED IN PUBLIC AND PRIVATE HOSPITALS

Journal Name:

Publication Year:

Abstract (2. Language): 
This research aims to determine whether there are any significant differences among patients’ perceptions on the context service quality in hospitals according to the frequency of patients’ visit, patients’ reason for coming to the hospital and their preference reasons for choosing the hospital. The samples of the research are private and public hospitals’ patients in Kahramanmaraş and the research questionnaire consists of demographic information and service quality variables. SPSS program was used for frequency and ANOVA tests. According to the results of the analysis, while there aren’t statistically significant differences between demographic characteristics of patients and their perceptions on the service quality variables; there are statistically significant differences among the patients’ perceptions on the context of health service quality and the frequency of patients’ visits, patients’ reason for coming to the hospital and their preference reasons for choosing the hospital.
Abstract (Original Language): 
Bu çalışmanın amacı; hastaların hastaneye geliş şekli, gelme sıklığı, gelme nedeni ve hastaneyi tercih etme durumları ile hizmet kalitesi değişkenleri arasında algı farklılıklarının olup olmadığını ortaya çıkartmaktır. Araştırmanın örneklemini, Kahramanmaraş’ta bulunan özel ve kamu hastaneleri hastaları oluşturmaktadır. Buradaki hastalara, demografik bilgiler ve hizmet kalitesi değişkenlerini içeren önermelerin yer aldığı bir anket sunulmuştur. Elde edilen veriler, SPSS programı uygulanarak, yüzde analizi ve ANOVA testine tabi tutulmuştur. Analizler sonucunda, hastaların demografik özellikleri ile hizmet kalitesi değişkenleri arasında bir algı farklılığı oluşmazken, hastaneye gelme sıklığı, hastaneyi seçme nedeni, başkalarına tercih etme durumunun algı farklılığına neden olduğu bulgularına ulaşılmıştır.
1-26

REFERENCES

References: 

Aghlmand, S., Lameei, A., Small, R., (2010). A hands-on experience of the voice of
customer analysis in maternity care from Iran, International Journal of Health
Care Quality Assurance, 23 (2), ss.153-170.
Aksoy, R., (2005). Zonguldak’ta Ayakta Tedavi Tüketicilerinin Sağlık Hizmeti Kalite
Değerlemesi, ZKÜ Sosyal Bilimler Dergisi, 1 (1), ss.91-104.
Alan, S., (2008). Hastane Enfeksiyonlarından Korunmada Birimlerin Yapılanma,
Havalandırma, Temizleme Ve Dezenfeksiyon Esasları, Hastane Enfeksiyonları:
Korunma Ve Kontrol Sempozyum Dizisi, No:60, ss.221-237, Ocak.
Antonio, K.W.L., (2011). The implementation of social responsibility in purchasing in
Hong Kong/Pearl River Delta, Strategic Outsourcing: An International Journal, 4
(1), ss.13-46.
Atinga, R.A., Abekah-Nkrumah, G., Domfeh, K.A., (2011). Managing Healthcare Quality in
Ghana: A Necessity of Patient Satisfaction, 24 (7), ss.548-563.
Bitner, M.J., (1992). Servicescapes: the impact of physical surroundings on customer and
employee, Journal of Marketing, 56, ss.57-71.
Bitner, M.J., (1990). Evaluating Service Encounters: The Effects of Physical Surroundings
and Employee Responses, Journal of Marketing, 54, ss.69-82.
Branco, M.C., Delgado, C., (2011). Research on corporate social responsibility and
disclosure in Portugal, Social Responsibility Journal, 7 (2), ss.202-217.
Carman, J.M., (2000). Patient Perceptions of Service Quality: Combining the Dimensions,
Journal of Management of Medicine, 14 (5/6), ss.339-356.
Chahal, H., Kumari, N., (2011). Evaluating customer relationship dynamics in healthcare
sector through indoor patients’ judgementManagement Research Review, 34 (6),
ss.626-648.
Clark, W.J., (2000). Continuous Quality Improvement Pearls & Total Quality Management
Pearls Applied to The Business of Healthcare Delivery in Terms Of Philosophy,
Definition, Engineering, & Tools, CQI/TQM Pearls, ss.1-14, May.
Crick, A.P., Spencer, A., (2011). Hospitality quality: new directions and new challenges,
International Journal of Contemporary Hospitality Management, 23 (4), ss.463-
478.
Crotts, J.C., Dickson, D.R., Ford, R.C., (2005). Aligning organizational processes with
mission: The case of service excellence, Academy of Management Executive, 19
(3), ss.54-68.
Çabuk, Y., (2005). Kalite Maliyetleri Ve Kalite Maliyetlerini Ölçmede Kullanılan
Yöntemler, ZKÜ Bartın Orman Fakültesi Dergisi, 7 (7), ss.1-8.
Çoruh, M., (1995). 1. Basamak Sağlık Hizmetleri’nde Toplam Kalite Yönetimi, Haberal
Eğitim Vakfı Yayınları, Kasım.
Donabedian, A., (1980). Explorations in Quality Assessment and Monitoring. The
Definiton of Quality and Approaches to its Assessment, Ann Habor, Mick: Health
Administration Press.
Dugdall, H., Lamb, C., Carlisle, A., (2004). Improving quality care through a nursing
review team, Clinical Governance: An International Journal, 9 (3), ss.155-161.
Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Patient-perceived dimensions
of total quality service in healthcare, Benchmarking: An International Journal, 15
(5), ss.560-583.
Duggirala M., Rajendran, C., Anantharaman, R.N., (2008). Provider-perceived
dimensions of total quality management in healthcare, Benchmarking: An
International Journal, 15 (6), ss.693-722.
Edvardsson, B., Thomasson, B., Ovretveit, J., (1994). Quality of Service: Making it Really
Work, McGraw-Hill International Limited, Maidenhead.
Eleuch, A.K., (2011). Healthcare service quality perception in Japan, International
Journal of Health Care Quality Assurance, 24 (6), ss.417-429.
İsmail BAKAN, Burcu ERŞAHAN, İlker KEFE, Murat BAYAT
24
Eraqi, I.E., (2006). Tourism services quality (TourServQual) in Egypt, Benchmarking: An
International Journal, 13 (4), ss.469-492.
Finn, D.W., Baker, J., Marshall, G.W., (1996). Total Quality Management and Internal
Customers: Measuring Internal Service Quality, Journal of Marketing Theory and
Practice, ss.36-51, Summer.
Ganguli, S., Roy, S.K., (2010). Service quality dimensions of hybrid services, Managing
Service Quality, 20 (5), ss.404-424.
Gaur, S.S., Xu, Y., Quazi, A., Nandi, S., (2011). Relational impact of service providers’
interaction behavior in healthcare, Managing Service Quality, 21 (1), ss.67-87.
Granerud, L., (2011). Social responsibility as an intermediary for health and safety in
small firms, International Journal of Workplace Health Management, 4 (2), ss.109-
122.
Graugaard, P.K., Holgersen, K., Eide, H., Finset, A., (2005). Changes in physician-patient
communication from initial to return visits: a prospective study in a haematology
outpatient clinic, Patient Education and Counseling, 57, ss.22-9.
Grzinic, J., (2007). Concepts of Service Quality Measurement in Hotel Industry, Ekon.
Misao Praksa Dbk. God XVI, 1, ss.81-98.
Gülmez, M., (2005). Sağlık Hizmetlerinde Memnuniyet Ölçümü ve Cumhuriyet
Üniversitesi Araştırma Hastanesi’nde Ayakta Tedavi Gören Hastalara Yönelik Bir
Uygulama, Ç.Ü. İktisadi Ve İdari Bilimler Dergisi, 6 (2), ss.147-169.
Hasin, M.A.A., Seeluangsawat, R., Shareef, M.A., (2001). Statistical measures of customer
satisfaction for health care quality assurance: a case study, International Journal
of Health Care Quality Assurance, 14 (1), ss.6-13.
Hayran, O., Sur, H., (1997). Hastane Yöneticiliği, Nobel Tıp Kitabevleri Ltd., İstanbul.
Hayran, O., Sur, H., (1998). Sağlık Hizmetleri El Kitabı, Örgütlenme, Finansman, Yönetim,
Mevzuat, Yüce Yayım, İstanbul.
Hidayati, N.D., (2011). Pattern of corporate social responsibility programs: a case study,
Social Responiıbility Journal, 7 (1), ss.104-117.
İpekten, O.B., Kutlu, H.A., (2003). Üretim İşletmelerinde İçsel Başarısızlık Maliyetlerinin
Ağırlığı, Erzurum Üniversitesi İktisadi ve İdari Bilimler Dergisi, 17 (3-4), ss.367-
380, Ekim.
Kakabadse, N.K., Rozuel, C., (2006). Meaning of corporate social responsibility in a local
French hospital: a case study, Society and Business Review, 1 (1), ss.77-96.
Kırlıoğlu, H., (1998). Kalite Maliyetleri Muhasebesi, Değişim Yayınları, Adapazarı.
Kok, H.B., Mobach, M.P., Omta, O.S.W.F., (2011). The added value of facility management
in the educational environment, Journal of Facilities Management, 9 (4), ss.249-
265.
Kostagiolas, P.A., Zimeras, S., (2008). Enhancement of hospital libraries and information
services through an e-support system for lifelong learning quality methodologies
and tools, Internatİonal Journal Of Education and Information Technologies, 2 (2),
ss.132-137.
Li, S., Huang, Y., Yang, M.M., (2011). How satisfaction modifies the strength of the
influence of perceived service quality on behavioral intentions, Leadership in
Health Services, 24 (2), ss.91-105.
Marşap, A., Akalp G., Yeniman E., (2010). Sağlık İşletmelerinde İnsan Kaynağının
Kurumsal Bilgi Güvenliği Kültürü Gelişimi, BİLİŞİM Teknolojileri Dergisi, 3 (1),
ss.31-40, Ocak.
Merali, F., (2006). Developing an explicit strategy towards social responsibility in the
NHS, Journal of Health, Organization and Management, 20 (4), ss.309-324.
Moon, K.S., Kim, M., Lee, J.H., (2011). The influence of consumer’s event quality
perception on destination image, Managing Service Quality, 21 (3), ss.287-303.
Mujih, E., (2007). Implementing Corporate Social Responsibility: Punishment or
Compliance?, Social Responsibility Journal, 3 (3), ss.79-85.
Nekoei-Moghadam, M., Amiresmaili, M., (2011). Hospital services quality assessment,
International Journal of Health Care Quality Assurance, 24 (1), ss.57-66.
Kamu ve Özel Hastanelerde Tedavi Gören Hastaların Sağlıkta Hizmet Kalitesine İlişkin Algılamaları
25
Olowokudejo, F., Aduloju, S.A., Oke, S.A., (2011). Corporate social responsibility and
organizational effectiveness of insurance companies in Nigeria, The Journal of
Risk Finance, 12 (3), ss.156-167.
Olorunniwo, F., Hsu, M.K., Udo, G.J., (2006). Service quality, customer satisfaction, and
behavioral intentions in the service factory, Journal of Services Marketing, 20 (1),
ss.59-72.
Owusu-Frimpong, N., Nwankwo, S., Dason, B., (2010). Measuring service quality and
patient satisfaction with access to public and private healthcare delivery,
International Journal of Public Sector Management, 23 (3), ss.203-220.
Özen, Ü., Çam H., Aslay, F.Y., (2011). Kalite Boyutları Ve Sağlık Hizmeti Unsurları
Açısından Hasta Memnuniyetine Bir Bakış: Gümüşhane Devlet Hastanesi’nde
Örnek Uygulama Akademik Yaklaşımlar Dergisi-Journal of Academic Approaches,
2 (1), ss.25-43, İlkbahar.
Özer, A., Çakıl, E., (2007). Sağlık Hizmetlerinde Hasta Memnuniyetini Etkileyen
Faktörler, Tıp Araştırmaları Dergisi, 5 (3), ss.140-143.
Öznalbant, Z., (2010). Sağlık Sektöründe Hizmet Kalitesi Ölçümü ve Bir Uygulama, Afyon
Kocatepe Üniversitesi Yayınları, No:77, Ankara.
Padma, P., Rajendran, C., Sai, L.P., (2009). A conceptual framework of service quality in
healthcare, Benchmarking: An International Journal, 16 (2), ss.157-191.
Parasuraman, A., Zeithaml V., Berry, L.L., (1985). A Conceptual Model of Service Quality
and Its Implications For Future Research Journal of Marketing, 49, ss.41-50, Fall.
Parasuraman, A., Zeithaml V., Berry, L.L., (1988). SERVQUAL: A Multi-Item Scale for
Measuring Consumer Perceptions of Service Quality, Journal of Retailing, 64 (1),
ss.12-40.
Parker, D., (1995). Total qua,lity service at the Victoria University of Technology library,
Teaching Matters – Proceedings of Symposium, ss.101-111.
Patel, G., (2009). Total Quality Management in Healthcare, The Midas Journal, ss.1-4.
Peters, V.J., (1999). Total service quality management, Managing Service Quality, 29 (1),
ss.6-12.
Proctor, S., Wright, G., (1998). Consumer responses to health care: women and
maternity services, International Journal of Health Care Quality Assurance, 11 (5),
ss.147-155.
Raja, M.P.N., Deshmukh, S.G., Wadhwa, S., (2007). Quality award dimensions: a strategic
instrument for measuring health service quality, International Journal of Health
Care Quality Assurance, 20 (5), ss.563-578.
Rashid, W.E.W., Jusoff, H.K., (2009). Service quality in health care setting, International
Journal of Health Care Quality Assurance, 22 (5), ss.471-482.
Reid, R.D., Sanders, N.R., (2010). Operations Management, 4th. Edition, Wiley & Sons Inc.
Roomer, M.I., Montoya-Aguilar, C., (1988). Quality Assessment and Assurance in Primary
Health Care, WHO Offset Publication, No:105, Geneva.
Senthilkumar, N., Arulraj, A., (2011). SQM-HEI – determination of service quality
measurement of higher education in India, Journal of Modelling in Management, 6
(1), ss.60-78.
Seth, N., Deshmukh, S.G., Vrat, P., (2005). Service quality models: a review,
International Journal of Quality & Reliability Management, 22 (9), ss.913-949.
Stein, T., Frankel, R.M., Krupat, E., (2005). Enhancing clinician communication skills in a
large healthcare organization: a longitudinal case study, Patient Education and
Counseling, 58 (1), ss.4-12.
Suki, N.M., Lian, J.C.C., Suki, N.M., (2011). Do patients’ perceptions exceed their
expectations in private healthcare settings?, International Journal of Health Care
Quality Assurance, 24 (1), ss.42-56.
Şimşek, H., (2009). Toplam Kalite Yönetimi: Kuram, İlkeler, Uygulamalar, Seçkin
Kitabevi, Ankara.
İsmail BAKAN, Burcu ERŞAHAN, İlker KEFE, Murat BAYAT
26
Tafreshi, M.Z., Pazargadi, M., Saeedi, Z.A., (2007). Nurses’ perspectives on quality of
nursing care: a qualitative study in Iran, International Journal of Health Care
Quality Assurance, 20 (4), ss.320-328.
Turan, N., (2004). Türkiye'de Sağlık Hizmetleri Ve Sağlık Sektöründe Temel Sorunlar:
Çözüm İçin Sağlık Kooperatifçiliğinden Yararlanma Gereği Ve Olanakları, İktisadi
Ve İdari Bilimler Fakültesi Yayınları, Eskişehir, 137s.
Turner, P.D., Pol, L.G., (1995). Beyond Patient Satisfaction, Journal of Health Care
Marketing, 15 (3), ss.45-53, Fall.
York, A.S., McCarthy, K.A., (2011). Patient, staff and physician satisfaction: a new model,
instrument and their implications, International Journal of Health Care Quality
Assurance, 24 (2), ss.178-191.
Zerenler, Z., Öğüt, A., (2007). Sağlık Sektöründe Algılanan Hizmet Kalitesi Ve Hastane
Tercih Nedenleri Araştırması: Konya Örneği, Selçuk Üniversitesi Sosyal Bilimler
Enstitüsü Dergisi, 18, ss.501-519.
Zineldin, M., (2006). The quality of health care and patient satisfaction, International
Journal of Health Care Quality Assurance, 19 (1), ss.60-92.
Zwanenberg, T.V., (2001). Clinical governance in primary care: from blind-eye to noblame
culture in one short leap?, British Journal of Clinical Governance, 6 (2),
ss.83-85.

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