Kocaeli'nde bir özel sağlık kurumundan hizmet alan uluslararası ve Türk hastaların hizmet kalitesi değerlendirmelerinin karşılaştırılması
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2023
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Son yıllarda sağlıkta hizmet kalitesi oldukça önem taşıyan bir konudur. Sağlık hizmeti kalitesinin ülkemizde artmasıyla birlikte, yabancı hastaların da yerli hastalar kadar büyük bir talebi olduğu gözlemlenmektedir. Yerli ve yabancı hastaların sağlık hizmetine ilişkin beklentileri kültürel, sosyal ve ekonomik koşullardan dolayı farklılık göstermektedir. Bu çalışmada yerli ve yabancı hastaların algılanan ve beklenen hizmet kalitesinin değerlendirilmelerinin karşılaştırılması yapılmıştır. Hastaların sosyodemografik özelliklerine göre algılanan ve beklenen hizmet kalitesinin ne yönde değiştiği ya da değişmediği araştırılmıştır. Bu çalışmada Parasuraman vd. (1988) tarafından geliştirilen SERVQUAL ölçeği kullanılmıştır. Araştırma sonuçlarına göre yabancı hastaların, yerli hastalara kıyasla hizmet beklentilerinin tüm puanlarda anlamlı bir şekilde daha yüksek olduğu tespit edilmiştir. Ayrıca, yabancı hastaların fiziksel görünüm, güvenirlilik, heveslilik, ve empati boyutlarında hizmet algısına verdikleri puanlarında yerli hastalara kıyasla anlamlı derecede daha yüksek olduğu gözlemlenmiştir.
The quality of service in healthcare is avery important issue in recent years. With the increase in the quality of health care in our country, it is observed that foreign patients have as big a demand as domestic patients. The expectations of domestic and foreign patients regarding health services differ due to cultural, social and economic conditions. In this study, a comparison of the evaluations of the perceived and expected was investigated in which direction the perceived and expected service quality changed or did not change according to the sociodemographic characteristics of the patients. In this study, Parasuraman et al. The SERVQUAL scale developed by (1988) was used. According to the results of the research, it has been found that the service expectations of foreign patients are significantly higher in all scores compared to domestic patients. In addition, it has been observed that foreign patients have significantly higher scores on service perception in the dimensions of physical apperance, reliability, enthusiasm and empathy compared to domestic patients.
The quality of service in healthcare is avery important issue in recent years. With the increase in the quality of health care in our country, it is observed that foreign patients have as big a demand as domestic patients. The expectations of domestic and foreign patients regarding health services differ due to cultural, social and economic conditions. In this study, a comparison of the evaluations of the perceived and expected was investigated in which direction the perceived and expected service quality changed or did not change according to the sociodemographic characteristics of the patients. In this study, Parasuraman et al. The SERVQUAL scale developed by (1988) was used. According to the results of the research, it has been found that the service expectations of foreign patients are significantly higher in all scores compared to domestic patients. In addition, it has been observed that foreign patients have significantly higher scores on service perception in the dimensions of physical apperance, reliability, enthusiasm and empathy compared to domestic patients.
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Sağlık Yönetimi, Healthcare Management
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103