Hastanelerde hizmet kalitesi değerlendirilmesi, özel bir hastane uygulaması
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Date
2019
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Abstract
Bu çalışmada, sağlık kurumlarında algılanan ve beklenen hizmet kalitesi düzeyleri ölçülmüş ve algılanan ve beklenen hizmet kalitesinin hastaların sosyo-demografik özelliklerine göre değişip değişmediği araştırılmıştır. Araştırma İstanbul'da bir özel hastanede gerçekleştirilmiştir. Araştırmada veri toplama aracı olarak Parasuraman vd. (1988) tarafından geliştirilen SERVQUAL ölçeğinin Babakus ve Mangold (1992) tarafından sağlık sektörüne uyarlanmış hali kullanılmıştır. Hastaların cinsiyeti, yaşı, eğitim durumu, medeni durumu ve geliri araştırmanın bağımsız değişkenlerini oluşturmaktadır. Toplam algılanan ve beklenen hizmet kalitesi ve hizmet kalitesinin fiziksel özellikleri, güvenilirlik, heveslilik, güvence ve empati boyutları ise bağımlı değişkenlerdir. Araştırma sonucunda sosyo demografik özelliklerinden cinsiyet ve eğitim durumu ile beklenen ve algılanan hizmet kalitesi arasında istatistiksel olarak anlamlı bir ilişki tespit edilmemiştir. Medeni durum, yaş ve gelir ile beklenen ve algılanan hizmet kalitesi arasında istatistiksel olarak anlamlı bir ilişki tespit edilmiştir.
In this study, the perceived and expected levels of service quality in health institutions were measured and it was investigated whether the perceived and expected service quality changed according to the socio-demographic characteristics of the patients. The study was conducted in a private hospital in Istanbul. In this study, SERVQUAL scale was used as data collection tool (Adapted to health sector by Babakus and Mangold (1992) developed by Parasuraman et al. (1988). Gender, age, educational status, marital status and income of the patients are independent variables of the study. Total perceived and expected service quality and physical characteristics of service quality, reliability, enthusiasm, assurance and empathy dimensions are dependent variables. As a result of the research, no statistically significant relationship was found between socio demographic characteristics, gender and educational status, and expected and perceived service quality. A statistically significant relationship was found between marital status, age and income, and expected and perceived service quality.
In this study, the perceived and expected levels of service quality in health institutions were measured and it was investigated whether the perceived and expected service quality changed according to the socio-demographic characteristics of the patients. The study was conducted in a private hospital in Istanbul. In this study, SERVQUAL scale was used as data collection tool (Adapted to health sector by Babakus and Mangold (1992) developed by Parasuraman et al. (1988). Gender, age, educational status, marital status and income of the patients are independent variables of the study. Total perceived and expected service quality and physical characteristics of service quality, reliability, enthusiasm, assurance and empathy dimensions are dependent variables. As a result of the research, no statistically significant relationship was found between socio demographic characteristics, gender and educational status, and expected and perceived service quality. A statistically significant relationship was found between marital status, age and income, and expected and perceived service quality.
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Keywords
Sağlık Kurumları Yönetimi, İşletme, Hastaneler, Health Care Management, Hizmet kalitesi, Business Administration, Hospitals, Sağlık kuruluşları, Service quality, Servqual yöntemi, Health institutions, Servqual method, Özel hastaneler, Private hospitals