Sağlık kurumlarında algılanan hizmet kalitesinin SERVQUAL modeli ile ölçülmesi: Bir üniversite hastanesi örneği
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2023
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Bu araştırmada, hizmet kalite boyutları çerçevesinde hastaların hizmet kalite algıları, beklentileri ve bu veriler sonucunda memnuniyetleri SERVQUAL modeli ile İstanbul Okan Üniversitesi Hastanesi örneği üzerinden ölçülmüş ve analiz edilmiştir. Araştırmanın literatür kısmında sağlık sektörüne ve hizmet kalitesine ait kavramsal tanımlamalara yer verilmiştir. Alan araştırması bölümünde anket aracılığı ile veriler toplanmış ve SPSS (Statistical Package for Social Sciences) for Windows 22.0 programı %95 güvenilirlik düzeyinde kullanılmıştır. Uygun istatistiksel analizler uygulanmış ve bu sonuçlardan yola çıkarak hasta memnuniyetine etki eden faktörler ve önem dereceleri incelenmiştir. Hastaların demografik ve sosyo-ekonomik özelliklerine göre memnuniyet seviyeleri arasındaki ilişki incelenmiştir. Ulaşılan sonuçlar neticesinde hasta memnuniyetini artırmak için sağlık yöneticilerine önerilerde bulunulmuştur. Araştırma yapılan hastanenin genel hizmet kalitesinin iyi seviyede olduğu ölçülmüştür. En fazla memnuniyetsizlik yaşanan hizmet kalitesi boyutunun Güvenilirlik, en az memnuniyetsizlik yaşanan hizmet kalitesi boyutunun ise Empati boyutu olduğu tespit edilmiştir. Hastaların en fazla beklentiye girdikleri hizmet kalitesi boyutunun Güven boyutu, en az beklentiye girdikleri hizmet kalitesi boyutunun Empati boyutu olduğu sonucuna ulaşılmıştır. Hastaların en çok tatmin olduğu hizmet kalitesi boyutunun Güven olduğu tespit edilmiştir. Hastaneden daha önce hizmet alan hastaların, hizmet almayan ve ilk defa gelen hastalara göre daha fazla beklentiye girdiği saptanmıştır. Şifa ile taburcu olmanın hastaların hizmet kalitesi memnuniyetini olumlu yönde etkilediği sonucuna ulaşılmıştır. Hastaların yaşlarının hizmet kalite algılarını ve memnuniyet seviyelerini etkilemediği tespit edilmiştir. Anahtar Kelimeler: Sağlık, Hasta, Hizmet Kalitesi, Memnuniyet, SERVQUAL Ölçeği Tarih: 30.05.2023
In this study, the service quality perceptions and expectations of the patients within the scope of service quality dimensions and their satisfaction as a result of these data were measured and analyzed with the SERVQUAL model on the example of Istanbul Okan University Hospital. In the literature part of the research, conceptual definitions of the health sector and service quality are included. In the field research section, data were collected through a questionnaire and SPSS (Statistical Package for Social Sciences) for Windows 22.0 program was used with 95% confidence level. Appropriate statistical analyzes were applied and based on these results, the factors affecting patient satisfaction and their importance were examined. The relationship between satisfaction levels according to the demographic and socio-economic characteristics of the patients was examined. As a result of the results, suggestions were made to health managers in order to increase patient satisfaction. It has been measured that the general service quality of the research hospital is at a good level. It has been determined that the most dissatisfied service quality dimension is Reliability, and the least dissatisfied service quality dimension is Empathy. It has been concluded that the dimension of service quality that patients expect the most is the dimension of Trust, and the dimension of service quality that they expect the least is the dimension of Empathy. It has been determined that the service quality dimension that patients are most satisfied with is Trust. It was determined that the patients who received service from the hospital before had more expectations than the patients who did not receive service and came for the first time. It has been concluded that being discharged with healing affects the service quality satisfaction of the patients positively. It was determined that the age of the patients did not affect their service quality perceptions and satisfaction levels. Keywords: Health, Patient, Service Quality, Satisfaction, SERVQUAL Scale Date: 30.05.2023
In this study, the service quality perceptions and expectations of the patients within the scope of service quality dimensions and their satisfaction as a result of these data were measured and analyzed with the SERVQUAL model on the example of Istanbul Okan University Hospital. In the literature part of the research, conceptual definitions of the health sector and service quality are included. In the field research section, data were collected through a questionnaire and SPSS (Statistical Package for Social Sciences) for Windows 22.0 program was used with 95% confidence level. Appropriate statistical analyzes were applied and based on these results, the factors affecting patient satisfaction and their importance were examined. The relationship between satisfaction levels according to the demographic and socio-economic characteristics of the patients was examined. As a result of the results, suggestions were made to health managers in order to increase patient satisfaction. It has been measured that the general service quality of the research hospital is at a good level. It has been determined that the most dissatisfied service quality dimension is Reliability, and the least dissatisfied service quality dimension is Empathy. It has been concluded that the dimension of service quality that patients expect the most is the dimension of Trust, and the dimension of service quality that they expect the least is the dimension of Empathy. It has been determined that the service quality dimension that patients are most satisfied with is Trust. It was determined that the patients who received service from the hospital before had more expectations than the patients who did not receive service and came for the first time. It has been concluded that being discharged with healing affects the service quality satisfaction of the patients positively. It was determined that the age of the patients did not affect their service quality perceptions and satisfaction levels. Keywords: Health, Patient, Service Quality, Satisfaction, SERVQUAL Scale Date: 30.05.2023
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Sağlık Yönetimi, Healthcare Management