You are here

Home » Content

HASTA MEMNUNİYETİ: KAMU HASTANELERİ ÜZERİNE BİR ALAN ARAŞTIRMASI

PATIENT SATISFACTION: A FIELD SEARCH ON PUBLIC HOSPITALS

Journal Name:

  • Sosyal Siyaset Konferansları Dergisi

Publication Year:

  • 2010

Key Words:

Keywords (Original Language):

Author NameUniversity of Author
Abstract (2. Language): 
Patient satisfaction has been given a significant importance due to the progress in quality movement in the healthcare sector. In this study, the patient satisfaction in the public hospitals has been analyzed through modified version of SERVQUAL method. According to the method, the patient satisfaction is composed of five factors namely tangible factors, assurance, responsiveness, reliability and empathy. Apart from that, the overall satisfaction level of the patients has been analyzed as well. This study has been focused on the patients’ contentment of their doctors’ rather than their satisfaction of the hospitals.
Bookmark/Search this post with
Abstract (Original Language): 
Sağlık sektöründe kalite anlayışının gelişmesiyle birlikte, hizmet kalitesinin en önemli göstergelerinden biri olan “hasta memnuniyeti” kavramı da önem kazanmaya başlamıştır. Bu çalışmada Türkiye’deki kamu hastanelerinde hasta memnuniyeti, SERVQUAL yöntemi esas alınarak, ölçülmeye çalışılmıştır. Buna göre hasta memnuniyeti beş faktörde ele alınmıştır. Bu faktörler somut (elle tutulur) unsurlar, güvenilirlik, cevap verme, empati ve güvendir. Ayrıca hastalara genel olarak aldıkları hizmetten memnun olup olmadıkları da sorulmuştur. Araştırma hastaların, hastanelerden veya hastane yönetimlerinden ziyade doktorlardan memnuniyetine odaklanmıştır.
FULL TEXT (PDF): 
PDF icon arastirmax-hasta-memnuniyeti-kamu-hastaneleri-uzerine-bir-alan-arastirmasi.pdf
  • 1
1–24
  • Turkish

REFERENCES

References: 

Andaleeb, S. S., (2001), “Service Quality Perceptions and Patient Satisfaction: A
Study of Hospitals in a Developing Country”, The Beheend College Social
Science&Medicine, Vol. 52, pp. 201–205.
Anderson, E., (1995), “Measuring Service Quality and a University Health
Clinic”, International Journal of Health Care Quality Assurance, Vol. 8,
No. 2, pp. 32–37.
Angelopoulou, P., Kangis, P., and Babis, G., (1998), “Private and Public
Medicine; A Comparison of Quality Perceptions”, International Journal
of Health Care Quality Assurance, Vol. 11, No. 1, pp. 14–20.
Benjamins, M. R. (2006), “Does Religion Influence Patient Satisfaction?”,
American Journal of Health Behavior, Vol. 30, No. 1, p. 85.
Bostan, S., Acuner, T. ve Yılmaz, G., (2007), “Patient (Customer) Expectations in
Hospitals”, Health Policy, Vol. 82, Issue 1, pp. 62–70.
Burke, R. J., Graham, J., and Smith, F. (2005), “Effects of Reengineering on the
Employee Satisfaction–Customer Satisfaction Relationship”, The TQM
Magazine, Vol. 17, No. 4, pp. 358–363.
Carman, J. M. (1990), “Consumer Perceptions of Service Quality: An
Assessment of the SERVQUAL Dimentions”, Journal of Retailing, Vol.
66, Spring, pp. 33–55.
Cronin, J. J., Taylor, S. A. (1992), “Measuring Service Quality: A Reexamination
and Expectation”, Journal of Marketing, Vol. 56, July, pp. 55–68.
Devebakan, N., Aksaraylı, M. (2003), “Sağlık İşletmelerinde Algılanan Hizmet
Kalitesinin Ölçümünde SERVQUAL Skorlarının Kullanımı ve Özel
Altınordu Hastanesi Uygulaması”, Dokuz Eylül Üniversitesi, Sosyal
Bilimler Enstitüsü Dergisi, Yıl 5, Sayı 2, ss. 68–74.
Eggli, Y., Halfon, P. (2003), “A Conceptual Framework for Hospital Quality
Management”, International Journal of Health Care Quality Assurance,
Vol. 16, No. 1, pp. 23–36.
Ercan İ., Ediz B., Kan İ., (2004), “Hastaların Sosyo–Ekonomik Durumlarına Göre
Sağlık Hizmetlerinden Memnuniyetlerinin İncelenmesi”, İnönü
Üniversitesi Tıp Fakültesi Dergisi, Yıl 11, Sayı 3, ss. 161–164.
22 HALİL ZAİM – MEHVEŞ TARIM
Gülmez M., (2005), “Sağlık Hizmetlerinde Memnuniyet Ölçümü ve Cumhuriyet
Üniversitesi Araştırma Hastanesi’nde Ayakta Tedavi Gören Hastalara
Yönelik Bir Uygulama”, C.Ü. İktisadi ve İdari Bilimler Dergisi, Yıl 6, Sayı
2, ss. 147–169.
Jabnoun, N., Chaker, M. (2003), “Comparing the Quality of Private and Public
Hospitals”, Managing Service Quality, Vol. 13, No. 4, p. 290.
Kang, G., James, J. (2004), “Service Quality Dimensions”, Managing Service
Quality, Vol. 12, No. 4, pp. 266–277.
Kara A., Lonial S., Tarim M., Zaim S. (2005), “A Paradox of Service Quality in
Turkey: the Seemingly Contradictory Relative Importance of Tangible
and Intangible Determinants of Service Quality”, European Business
Review, Vol. 17, No. 1, pp. 301–310.
Kara, A., Tarim, M., and Zaim, S. (2003), “Alow performance–low quality trap
in the non–profit healthcare sector in Turkey and a solution”,
TQM&Business Excellence, Vol.14, No.10, pp. 1131–1141.
Kirby A. (2005), “Achieving Statistically Significant Improvements in Patient
Satisfaction Scores in a Community Hospital Through the Development
of a Service Excellence Model”, Journal of Healthcare Management,
Jan/Feb, Vol. 50, No. 1, p. 61.
Korunka, C., Scharitzer, D., Carayon, P., Hoonakker, P., Sonnek A., Sainfort, F.
(2007), “Customer Orientation among Employees in Public
Administration: A Transnational, Longitudinal Study”, Applied
Ergonomics, Vol. 38, Issue 3, pp. 307–315.
Lee, P. M., Khong, P. H., and Ghista, D. N. (2006), “The Impact of Deficient
Healthcare Service Quality”, The TQM Magazine, Vol. 18, No. 6,
pp. 563–571.
Lewin, D, Piper, S. (2007), “Patient Empowerment within a Coronary Care Unit:
Insights for Health Professionals Drawn from a Patient Satisfaction
Survey”, Intensive and Critical Care Nursing, Vol. 23, Issue 2, pp. 81–90.
Lim, P. C., Tang, N., (2000a), “Study of Patients’ Expectations and Satisfaction in
Singapore Hospitals”, International Journal of Health Care Quality
Assurance, Vol. 13, No. 7, pp. 290–999.
HASTA MEMNUNİYETİ: KAMU HASTANELERİ 23
ÜZERİNE BİR ALAN ARAŞTIRMASI
Lim, P. C. and Tang, K. H. (2000b), “The Development of a Model for Total
Quality Healthcare”, Managing Service Quality, Vol. 10, No. 2,
pp. 103–111.
Mostafa, M. M. (2005), “An Empirical Study of Patients’ Expectations and
Satisfactions in Egyptian Hospitals”, International Journal of Health
Care Quality Assurance, Vol. 18, No. 6/7, pp. 67–72.
Okumuş, H., Akçay, H., Karayurt, Ö., Demircan, G. (1993), “Bir Kalite Güvenlik
Programı Ölçütü: Hasta Memnuniyetinin Değerlendirilmesi”,
Uluslararası Kalite, Maliyet ve Hemşirelik Sempozyumu Kitabı, İzmir,
Ege Üniv. Basımevi, ss. 177–183.
Özbakır, D., Ergin, C., (1997), “Birinci Basamak Sağlık Hizmetlerinde Hasta
Memnuniyeti Çalışması”, Sağlık Hizmetlerinde Toplam Kalite Yönetimi
ve Performans Ölçümü, Ankara, Haberal Eğitim Vakfı, ss. 113–118.
Parasuraman, A. (2002), “Service Quality and Productivity”, Managing Service
Quality, Vol. 12, No. 1, pp. 6–9.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988), “SERVQUAL: A Multiple
Item Scale for Measuring Customer Perceptions of Service Quality”,
Journal of Retailing, Vol. 64, Spring, pp. 12–40.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985), “A Conceptual Model of
Service Quality and Its Implications for Future Research”, Journal of
Marketing, Vol. 49, Fall, pp. 41–50.
Richard, O. L., (1980), “A Cognitive Model of the Antecedents and
Consequences of Satisfaction Decisions”, Journal of Marketing Research,
Vol. 17, pp. 460–469.
Smallwood, R. S. (1990), “Exploring Perceptions of Hospital Operations by a
Modified SERVQUAL Approach”, Journal of Health Care Marketing,
Vol. 10 No. 4, December, pp. 47–55.
Sohail, S. M. (2003), “Service Quality in Hospitals: More Favorable than You
Might Think”, Managing Service Quality, Vol. 13, No. 3, p. 197.
Şimşek, M. (1998), Kalite Yönetimi, 2. Baskı, İstanbul, Alfa Yayınları.
Tengilimoğlu, D., (1996), “Ankara’da Bir Üniversite Hastanesinde Hasta
Memnuniyetinin Ölçülmesi”, Sağlık Hizmetlerinde Toplam Kalite
Yönetimi ve Performans Ölçümü, Ankara, Haberal Eğitim Vakfı,
ss. 103–111.
24 HALİL ZAİM – MEHVEŞ TARIM
Tomes, A. E., Peng, S. (1995), “Service Quality in Hospital Care: The
Development of an in–Patient Questionnaire”, International Journal of
Health Care Quality Assurance, Vol. 8 No. 3, pp. 25–33.
Varınlı, İ., Çakır, A. (2004), “Hizmet Kalitesi, Değer, Hasta Tatmini ve
Davranışsal Niyetler Arasındaki İlişki–Kayseri’de Poliklinik Hizmetlerine
Yönelik Bir Araştırma”, Sosyal Bilimler Enstitüsü Dergisi, Sayı 17,
ss. 33–52.
Yavaş, U., Bilgin, Z., Shemwell, D. J. (1997), “Service Quality in the Banking
Sector in an Emerging Economy: A Consumer Survey”, International
Journal of Bank Marketing, Vol. 15, No. 6, pp. 217–223.
Yılmaz, M., (2001), “Sağlık Bakım Kalitesinin Bir Ölçütü: Hasta Memnuniyeti”,
C.Ü. Hemşirelik Yüksek Okulu Dergisi, Yıl 5, Sayı 2, ss. 69–74.

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