A STUDY INTO THE VIEWS OF CONSUMERS WITH REGARD TO THE SERVICE QUALITY AT HOSPITAL POLYCLINICS
Journal Name:
- Türkiye Sosyal Araştırmalar Dergisi
Keywords (Original Language):
Author Name | University of Author | Faculty of Author |
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Abstract (2. Language):
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<0.01), “there are seats to sit while waiting” (F=4.645, p<0.05) and “the duration of analysis issues is short” (F=4.753, p<0.01) had a relation with monthly income and between those with a monthly income of 750 TL and less and of 751-1250 TL. The item of “health staff is polite and friendly” (F=10.471, p<0.01) was related to the educational status of the consumers. The items of “the staff is helpful” (F=10.471, p<0.01) was affected by the amount of monthly income of the consumers and a relation was found between the consumers with a monthly income of 750 TL and less and those with a monthly income of 751-1250 TL.
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Abstract (Original Language):
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 36.013.8’dir. Tüketicilerin % 61.2’si kadın ve % 37.3’ü yüksekokul mezunudur. Tüketicilerin aylık ortalama gelir miktarı 914.3591.6 TL’dir. Tüketicilerin fiziki ortam ve birimlere ilişkin görüşlerine hastane türünün etkili olduğu; “hastane ortamı genel olarak temiz” (t= -7.46, p<0.01), “hastane sıcak ve rahat bir ortam” (t= -7.63, p<0.01) ve “tahlil randevularının süresi kısa” (t= -10.12, p<0.01) ifadelerinde devlet hastanesi ve özel hastane arasında farklılık özel hastane yönünde saptanmıştır. “Tuvaletler temiz” (F=11.381, p<0.01), “sıra beklemede oturma yeri var” (F=4.645, p<0.05) ve “tahlil randevularının süresi kısa” (F=4.753, p<0.01) ifadelerinin aylık gelir miktarı ile ilişkili olduğu, aylık gelir miktarı 750 TL ve daha az olan tüketicilerle 751-1250 TL olanlar arasında ilişki olduğu saptanmıştır.
“Sağlık çalışanları güler yüzlü ve nazik” (F=14.529, p<0.01) ifadesi tüketicinin eğitim durumu ile ilişkilidir. “Personel yardımsever ve yardımcı” (F=10.471, p<0.01) ifadesi tüketicinin aylık gelir miktarından etkilenmektedir ve aylık gelir miktarı 750 TL ya da daha az olan tüketicilerle 751-1250 TL olan tüketiciler arasında ilişki bulunmaktadır.
FULL TEXT (PDF):
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