Research Article
BibTex RIS Cite

SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ

Year 2023, Volume: 11 Issue: 2, 205 - 227, 26.12.2023

Yusuf Bilgin Aysun Turkay Aba

https://doi.org/10.14514/beykozad.1333974
Cited By: 1

Abstract

Bu araştırmanın amacı, sağlık kuruluşlarında etkileşim kalitesinin hasta memnuniyeti ve hasta sadakati üzerindeki etkisini incelemektir. Ayrıca araştırmada sağlık kuruluşlarında hasta memnuniyetinin hasta sadakati üzerindeki etkisinin analiz edilmesi amaçlanmaktadır. Araştırmada sağlık kuruluşunda hizmet kalitesini ölçmek için Brady ve Cronin (2001) tarafından önerilen çok boyutlu ölçüm modeli kullanılmıştır. Bu doğrultuda, sağlık kuruluşunda etkileşim kalitesinin bileşenleri; tutum, davranış ve uzmanlık olarak tanımlanmıştır. Araştırmanın evrenini, Kayseri Şehir Hastanesinde ayakta ve yataklı tedavi gören hastalar oluşturmaktadır. Araştırma verileri, kolayda örnekleme yöntemi kullanılarak 391 hastadan toplanmıştır. Elde edilen veriler Yapısal Eşitlik Modellemesi (AMOS) kullanılarak analiz edilmiştir. Analiz sonucunda, sağlık kuruluşlarında etkileşim kalitesinin hasta memnuniyeti ve hasta sadakatini anlamlı bir şekilde etkilediği tespit edilmiştir. Öte yandan, analiz sonuçları sağlık kuruluşlarında hasta memnuniyetinin hasta sadakati üzerinde anlamlı bir etkiye sahip olmadığını göstermektedir. Buna ek olarak, uzmanlığın sağlık kuruluşlarında hasta memnuniyeti ve sadakati üzerinde en etkili etkileşim kalitesi bileşeni olduğu belirlenmiştir. Davranış bileşeni ise uzmanlığa göre hasta memnuniyeti ve sadakati üzerinde daha düşük düzeyde bir etki meydana getirmektedir. Bunların aksine etkileşim kalitesi bileşenlerinden tutum, hasta memnuniyeti ve hasta sadakati üzerinde anlamlı bir etkiye sahip değildir.

Keywords

Hizmet kalitesi etkileşim kalitesi sağlık kuruluşları

Supporting Institution

YOK

Project Number

YOK

References

  • Aagja, J. A., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83.
  • Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
  • Akman, E., & Kopuz, K. (2018). Sağlık hizmetlerinde kalite algısı: SERVQUAL model incelemesi. ODÜ Sosyal Bilimler Araştırmaları Dergisi, 10(3), 866–880.
  • Ali, J., Jusoh, A., Idris, N., Nor, K. M., Wan, Y., Abbas, A. F., & Alsharif, A. H. (2022). Applicability of healthcare service quality models and dimensions: future research directions. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0358
  • Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. https://doi.org/10.1016/S0277-9536(00)00235-5 Arab, M., Tabatabaei, S. M. G., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). Ijph-41-71.Pdf. Iran Journal of Public Health, 41(9), 71–77.
  • Arısan, Y., & Devebakan, N. (2016). Sağlık işletmelerinde çalışanların sunulan hizmetlere yönelik kalite algısı: İzmir’de bir devlet hastanesinde araştırma. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(3), 507–525.
  • Atilla, G., Oksay, A., & Erdem, R. (2012). Hekim-hasta iletişimi üzerine nitel bir ön çalışma. İstanbul Üniversitesi İletişim Fakültesi Dergisi, 2(43), 23–37.
  • Baldinger, A. L., & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(1), 22–36.
  • Bilgin, Y., & Göral, M. (2017). Sağlık kuruluşlarında hizmet kalitesinin hasta memnuniyetine etkisi: Bartın devlet hastanesi örneği. Bartın Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(16), 151–176.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. 56(2), 57–71. http://www.ida.liu.se/~steho87/und/htdd01/9208310667.pdf
  • Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082–1106.
  • Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
  • Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580
  • Büyüközkan, G., Çifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8), 9407–9424. https://doi.org/10.1016/j.eswa.2011.01.103
  • Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. https://doi.org/10.1108/17554191011084157
  • Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1). https://doi.org/10.1186/1472-6963-13-22
  • Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality, 23(3), 188–204. https://doi.org/10.1108/09604521311312228
  • Çoban, İ. G., & Kaşıkçı, M. (2008). Patients’ Perception of nursing care. Scientific Researches in Health Sciences II, 16(63), 165–171.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
  • Derin, N., & Demirel, E. T. (2011). Hasta görüşlerine göre oluşan kurum ünü ile hasta tutum ve davranışları arasındaki ilişkinin incelenmesi: Turgut Özal Tıp Merkezi Örneği. Fırat Üniversitesi Sosyal Bilimler Dergisi, 21(2), 208–235.
  • Du, L., Xu, J., Chen, X., Zhu, X., Zhang, Y., Wu, R., Ji, H., & Zhou, L. (2020). Rebuild doctor–patient trust in medical service delivery in China. Scientific Reports, 10(1), 1–11. https://doi.org/10.1038/s41598-020-78921-y
  • Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692–705. https://doi.org/10.1108/09526860810910168
  • Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., & Tuğba, K. (2008). Hasta memnuniyetinin hasta bağlılığı üzerine etkisi. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31(Temmuz-Aralık), 95–110. http://dergipark.gov.tr/download/article-file/66512
  • Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
  • Garman, A. N., Garcia, J., & Hargreaves, M. (2004). Patient satisfaction as a predictor of return-to-provider behavior. Quality Management in Health Care, 13(1), 75–80. https://doi.org/10.1097/00019514-200401000-00007
  • Grönroos, C. (1984). A service quality model and its marketing ımplications. European Journal of Marketing, 18(4), 36–44.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
  • Jackson, J. L., Chamberlin, J., & Kroenke, K. (2001). Predictors of patient satisfaction. Social Science and Medicine, 52(4), 609–620. https://doi.org/10.1016/S0277-9536(00)00164-7
  • Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 48–74. https://doi.org/10.1108/IJPHM-07-2014-0043
  • Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489–501. https://doi.org/10.1108/IJHCQA-08-2016-0110
  • Kessler, D. P., & Mylod, D. (2011). Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance, 24(4), 266–273. https://doi.org/10.1108/09526861111125570
  • Kondasani, R. K. R., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452–467. https://doi.org/10.1108/IJHCQA-01-2015-0008
  • Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
  • Lee, D. H. (2017). HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491–516. https://doi.org/10.1007/s11628-016-0317-2
  • Lee, D. H., & Kim, K. K. (2017). Assessing healthcare service quality: a comparative study of patient treatment types. International Journal of Quality Innovation, 3(1), 0–15. https://doi.org/10.1186/s40887-016-0010-5
  • Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287–303. https://doi.org/10.1080/02642069100000047
  • Matusitz, J., & Spear, J. (2014). Effective doctor-patient communication: An updated examination. Social Work in Public Health, 29(3), 252–266. https://doi.org/10.1080/19371918.2013.776416
  • Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(October 2015), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
  • Mels, G., Boshoff, C., & Nel, D. (1997). The dimensions of service quality: The original European perspective revisited. Service Industries Journal, 17(1), 173–189. https://doi.org/10.1080/02642069700000009
  • Miao, R., Zhang, H., Wu, Q., Zhang, J., & Jiang, Z. (2020). Using structural equation modeling to analyze patient value, satisfaction, and loyalty: a case study of healthcare in China. International Journal of Production Research, 58(2), 577–596. https://doi.org/10.1080/00207543.2019.1598595
  • Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76–97. https://doi.org/10.1108/09564230910936869
  • Musa-Juroš, K., Mijoč, J., Horvat, J., Ilakovac, V., Marković, S., & Racz, A. (2018). Measuring healthcare quality – Paradigm of medqual. Acta Clinica Croatica, 57(2), 235–242. https://doi.org/10.20471/acc.2018.57.02.02
  • Nagase, K., & Astuti, H. J. (2014). Patient loyalty to healtcare organization: Relationship marketing and satisfaction. International Journal of Management and Marketing Research, 7(2), 39–56. www.theIBFR.com
  • Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381. https://doi.org/10.1108/09526860910964834
  • Öcel, Y. (2019). Sağlık hizmet kalitesinin müşteri memnuniyeti üzerine etkisi: Bolu ve Düzce örneği. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(1), 56–79.
  • Oliver, R. L. (1999). Whence Consumer Loyalty. Journal of Marketing, Vol. 63(Special Issue), 33–44.
  • Öter, V., & Südaş, H. D. (2017). The effect of perceived service quality on patient loyalty: An ınvestigation on public hospital. Çukurova Üniversitesi İİBF Dergisi, 21(2), 43–57.
  • Papatya, G., Papatya, N., & Hamşıoğlu, A. B. (2013). Sağlık ı̇şletmeleri̇nde algilanan hi̇zmet kali̇tesi̇ ve hasta memnuni̇yeti̇ ı̇ki̇ özel hastanede karşilaştirmali bi̇r araştirma. Sosyal Bilimler, 2(Ocak 2012), 1–30.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Model service its quality and ımplications for future. The Journal of Marketing, 49(4), 41–50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-ıtem scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1002/9781118785317.weom090654
  • Rahman, M. K., Bhuiyan, M. A., & Zailani, S. (2021). Healthcare services: Patient satisfaction and loyalty lessons from islamic friendly hospitals. Patient Preference and Adherence, 15, 2633–2646. https://doi.org/10.2147/PPA.S333595
  • Ratnawati, A., Mislan Cokrohadisumarto, W. bin, & Kholis, N. (2020). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316–1338. https://doi.org/10.1108/JIMA-01-2020-0005
  • Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. In service quality: New directions in theory and practice (pp. 1–21). https://doi.org/10.4135/9781452229102
  • Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. TQM Journal, 29(1), 101–117. https://doi.org/10.1108/TQM-02-2015-0032
  • Senić, V., & Marinković, V. (2013). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37(3), 312–319. https://doi.org/10.1111/j.1470-6431.2012.01132.x
  • Setyawan, F. E. B., Supriyanto, S., Ernawaty, E., & Lestari, R. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(2), 140–143. https://doi.org/10.4081/jphr.2020.1823
  • Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality and Reliability Management, 33(5), 538–557. https://doi.org/10.1108/IJQRM-06-2014-0074
  • Shafei, I., Walburg, J., & Taher, A. (2019). Verifying alternative measures of healthcare service quality. International Journal of Health Care Quality Assurance, 32(2), 516–533. https://doi.org/10.1108/IJHCQA-05-2016-0069
  • Shah, A. M., Yan, X., Shah, S. A. A., & Mamirkulova, G. (2020). Mining patient opinion to evaluate the service quality in healthcare: a deep-learning approach. Journal of Ambient Intelligence and Humanized Computing, 11(7), 2925–2942. https://doi.org/10.1007/s12652-019-01434-8
  • Singh, A., & Prasher, A. (2019). Measuring healthcare service quality from patients’ perspective: using Fuzzy AHP application. Total Quality Management and Business Excellence, 30(3–4), 284–300. https://doi.org/10.1080/14783363.2017.1302794
  • Singh, P., Kumar, V., & Kataria, S. (2022). A serial mediation model for ınvestigating the ımpact of e-crm services on customer loyalty in the Indian healthcare ındustry. Journal of Relationship Marketing, 0(0), 1–25. https://doi.org/10.1080/15332667.2022.2136439
  • Solmaz, B., & Duğan, Ö. (2018). Sağlik çalişani ı̇le hasta ve yakinlari arasinda yaşanan şi̇ddeti̇n nedenleri̇nde ı̇leti̇şi̇m üzeri̇ne bi̇r ı̇nceleme. Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(2), 185–206. https://doi.org/10.11616/asbed.v18i38801.459750
  • Sower, V., Duffy, J. A., Kilbourne, W., Kohers, G., & Jones, P. (2001). The dimensions of service quality for hospitals: Development and use of the KQCAH scale. In Health Care Management Review (Vol. 26, Issue 2, pp. 47–59). https://doi.org/10.1097/00004010-200104000-00005
  • Sumaedi, S., Yarmen, M., & Yuda Bakti, I. G. M. (2016). Healthcare service quality model: A multi-level approach with empirical evidence from a developing country. International Journal of Productivity and Performance Management, 65(8), 1007–1024. https://doi.org/10.1108/IJPPM-08-2014-0126
  • Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
  • Tezcan, D., Yücel, M. H., Ünal, U. B., & Edirne, T. (2014). Üçüncü basamak sağlık kuruluşunda hasta memnuniyeti. Pamukkale Tıp Dergisi, 7(1), 57–62.
  • Tripathi, S. N., & Siddiqui, M. H. (2020). Assessing the quality of healthcare services: A SERVQUAL approach. International Journal of Healthcare Management, 13(S1), 133–144. https://doi.org/10.1080/20479700.2018.1469212
  • Türkiye Sağlık Bakanlığı. (2013). Kayseri’deki hastane istatistikleri. Kayseri il sağlık müdürlüğü. https://kayseriism.saglik.gov.tr/TR-54393/hastaneler.html
  • Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan Journal of Medical Sciences, 34(4), 999–1003. https://doi.org/10.12669/pjms.344.15136
  • Varinli, İ., & Çakır, A. (2004). Hizmet kalitesi, değer, hasta tatmini ve davranışsal niyetler arasındaki ilişki: Kayseri’de poliklinik hastalarına yönelik bir araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 1(17), 33–52. https://dergipark.org.tr/en/pub/erusosbilder/issue/23750/253038
  • Zengin, A. Y., & Sağlam, Ş. (2022). Özel hastanelerde müşteri memnuniyeti unsurları ve sadakatin büyükşehir-şehir kıyaslaması. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(33), 122–142.
  • Zerenler, M., & Öğüt, A. (2013). Sağlik sektöründe algilanan hi̇zmet kali̇tesi̇ ve hastane terci̇h nedenleri̇ araştırması: Konya örneği̇. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
  • Zhao, L., & Wang, J. (2013). Research on psychological factors which influence Doctor-Patient communications among outpatients. Journal of Medical Colleges of PLA, 28(1), 20–28. https://doi.org/10.1016/S1000-1948(13)60011-8
  • Zhou, W. J., Wan, Q. Q., Liu, C. Y., Feng, X. L., & Shang, S. M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449. https://doi.org/10.1093/intqhc/mzx058

THE EFFECT OF INTERACTION QUALITY ON PATIENT SATISFACTION AND LOYALTY IN HEALTHCARE ORGANIZATIONS

Year 2023, Volume: 11 Issue: 2, 205 - 227, 26.12.2023

Yusuf Bilgin Aysun Turkay Aba

https://doi.org/10.14514/beykozad.1333974
Cited By: 1

Abstract

This research aims to examine the effect of interaction quality on patient satisfaction and patient loyalty in healthcare organizations. In addition, it is aimed to analyze the impact of patient satisfaction on patient loyalty in healthcare organizations. In the research, the multidimensional measurement model proposed by Brady and Cronin (2001) was used to measure the quality of the services provided in the health institution. In this direction, the components of interaction quality in the health institution were determined as attitude, behavior and expertise. The population of the research consists of outpatient and inpatient treatment in Kayseri City Hospital. Research data were collected from 391 patients by convenience sampling technique. The obtained data were analyzed using Structural Equation Modeling (AMOS). As a result of the analysis, it was determined that the quality of interaction in healthcare organizations significantly affects patient satisfaction and patient loyalty. On the other hand, the results of the analysis show that patient satisfaction does not have a significant effect on patient loyalty in healthcare organizations. In addition, it has been revealed that expertise is the most effective interaction quality component on patient satisfaction and loyalty in healthcare organizations. On the other hand, behavior component has a lower effect on patient satisfaction and loyalty than specialization. On the contrary, attitude, which is one of the components of interaction quality, does not have a significant effect on patient satisfaction and patient loyalty.

Keywords

Service quality interaction quality health institutions

Project Number

YOK

References

  • Aagja, J. A., & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60–83.
  • Ahmed, S., Tarique, K. M., & Arif, I. (2017). Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. International Journal of Health Care Quality Assurance, 30(5), 477–488. https://doi.org/10.1108/IJHCQA-01-2017-0004
  • Akman, E., & Kopuz, K. (2018). Sağlık hizmetlerinde kalite algısı: SERVQUAL model incelemesi. ODÜ Sosyal Bilimler Araştırmaları Dergisi, 10(3), 866–880.
  • Ali, J., Jusoh, A., Idris, N., Nor, K. M., Wan, Y., Abbas, A. F., & Alsharif, A. H. (2022). Applicability of healthcare service quality models and dimensions: future research directions. TQM Journal. https://doi.org/10.1108/TQM-12-2021-0358
  • Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9), 1359–1370. https://doi.org/10.1016/S0277-9536(00)00235-5 Arab, M., Tabatabaei, S. M. G., Rashidian, A., Forushani, A. R., & Zarei, E. (2012). Ijph-41-71.Pdf. Iran Journal of Public Health, 41(9), 71–77.
  • Arısan, Y., & Devebakan, N. (2016). Sağlık işletmelerinde çalışanların sunulan hizmetlere yönelik kalite algısı: İzmir’de bir devlet hastanesinde araştırma. Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, 30(3), 507–525.
  • Atilla, G., Oksay, A., & Erdem, R. (2012). Hekim-hasta iletişimi üzerine nitel bir ön çalışma. İstanbul Üniversitesi İletişim Fakültesi Dergisi, 2(43), 23–37.
  • Baldinger, A. L., & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(1), 22–36.
  • Bilgin, Y., & Göral, M. (2017). Sağlık kuruluşlarında hizmet kalitesinin hasta memnuniyetine etkisi: Bartın devlet hastanesi örneği. Bartın Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 8(16), 151–176.
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. 56(2), 57–71. http://www.ida.liu.se/~steho87/und/htdd01/9208310667.pdf
  • Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 1082–1106.
  • Brady, M. K., & Cronin, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
  • Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: Applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658–673. https://doi.org/10.1108/09526861011071580
  • Büyüközkan, G., Çifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8), 9407–9424. https://doi.org/10.1016/j.eswa.2011.01.103
  • Chahal, H., & Kumari, N. (2010). Development of multidimensional scale for healthcare service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230–255. https://doi.org/10.1108/17554191011084157
  • Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Services Research, 13(1). https://doi.org/10.1186/1472-6963-13-22
  • Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality, 23(3), 188–204. https://doi.org/10.1108/09604521311312228
  • Çoban, İ. G., & Kaşıkçı, M. (2008). Patients’ Perception of nursing care. Scientific Researches in Health Sciences II, 16(63), 165–171.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
  • Derin, N., & Demirel, E. T. (2011). Hasta görüşlerine göre oluşan kurum ünü ile hasta tutum ve davranışları arasındaki ilişkinin incelenmesi: Turgut Özal Tıp Merkezi Örneği. Fırat Üniversitesi Sosyal Bilimler Dergisi, 21(2), 208–235.
  • Du, L., Xu, J., Chen, X., Zhu, X., Zhang, Y., Wu, R., Ji, H., & Zhou, L. (2020). Rebuild doctor–patient trust in medical service delivery in China. Scientific Reports, 10(1), 1–11. https://doi.org/10.1038/s41598-020-78921-y
  • Elleuch, A. (2008). Patient satisfaction in Japan. International Journal of Health Care Quality Assurance, 21(7), 692–705. https://doi.org/10.1108/09526860810910168
  • Erdem, R., Rahman, S., Avcı, L., Demirel, B., Köseoğlu, S., Fırat, G., & Tuğba, K. (2008). Hasta memnuniyetinin hasta bağlılığı üzerine etkisi. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 31(Temmuz-Aralık), 95–110. http://dergipark.gov.tr/download/article-file/66512
  • Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
  • Garman, A. N., Garcia, J., & Hargreaves, M. (2004). Patient satisfaction as a predictor of return-to-provider behavior. Quality Management in Health Care, 13(1), 75–80. https://doi.org/10.1097/00019514-200401000-00007
  • Grönroos, C. (1984). A service quality model and its marketing ımplications. European Journal of Marketing, 18(4), 36–44.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
  • Jackson, J. L., Chamberlin, J., & Kroenke, K. (2001). Predictors of patient satisfaction. Social Science and Medicine, 52(4), 609–620. https://doi.org/10.1016/S0277-9536(00)00164-7
  • Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 48–74. https://doi.org/10.1108/IJPHM-07-2014-0043
  • Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan— the patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489–501. https://doi.org/10.1108/IJHCQA-08-2016-0110
  • Kessler, D. P., & Mylod, D. (2011). Does patient satisfaction affect patient loyalty? International Journal of Health Care Quality Assurance, 24(4), 266–273. https://doi.org/10.1108/09526861111125570
  • Kondasani, R. K. R., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452–467. https://doi.org/10.1108/IJHCQA-01-2015-0008
  • Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
  • Lee, D. H. (2017). HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491–516. https://doi.org/10.1007/s11628-016-0317-2
  • Lee, D. H., & Kim, K. K. (2017). Assessing healthcare service quality: a comparative study of patient treatment types. International Journal of Quality Innovation, 3(1), 0–15. https://doi.org/10.1186/s40887-016-0010-5
  • Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. The Service Industries Journal, 11(3), 287–303. https://doi.org/10.1080/02642069100000047
  • Matusitz, J., & Spear, J. (2014). Effective doctor-patient communication: An updated examination. Social Work in Public Health, 29(3), 252–266. https://doi.org/10.1080/19371918.2013.776416
  • Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(October 2015), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
  • Mels, G., Boshoff, C., & Nel, D. (1997). The dimensions of service quality: The original European perspective revisited. Service Industries Journal, 17(1), 173–189. https://doi.org/10.1080/02642069700000009
  • Miao, R., Zhang, H., Wu, Q., Zhang, J., & Jiang, Z. (2020). Using structural equation modeling to analyze patient value, satisfaction, and loyalty: a case study of healthcare in China. International Journal of Production Research, 58(2), 577–596. https://doi.org/10.1080/00207543.2019.1598595
  • Moliner, M. A. (2009). Loyalty, perceived value and relationship quality in healthcare services. Journal of Service Management, 20(1), 76–97. https://doi.org/10.1108/09564230910936869
  • Musa-Juroš, K., Mijoč, J., Horvat, J., Ilakovac, V., Marković, S., & Racz, A. (2018). Measuring healthcare quality – Paradigm of medqual. Acta Clinica Croatica, 57(2), 235–242. https://doi.org/10.20471/acc.2018.57.02.02
  • Nagase, K., & Astuti, H. J. (2014). Patient loyalty to healtcare organization: Relationship marketing and satisfaction. International Journal of Management and Marketing Research, 7(2), 39–56. www.theIBFR.com
  • Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381. https://doi.org/10.1108/09526860910964834
  • Öcel, Y. (2019). Sağlık hizmet kalitesinin müşteri memnuniyeti üzerine etkisi: Bolu ve Düzce örneği. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(1), 56–79.
  • Oliver, R. L. (1999). Whence Consumer Loyalty. Journal of Marketing, Vol. 63(Special Issue), 33–44.
  • Öter, V., & Südaş, H. D. (2017). The effect of perceived service quality on patient loyalty: An ınvestigation on public hospital. Çukurova Üniversitesi İİBF Dergisi, 21(2), 43–57.
  • Papatya, G., Papatya, N., & Hamşıoğlu, A. B. (2013). Sağlık ı̇şletmeleri̇nde algilanan hi̇zmet kali̇tesi̇ ve hasta memnuni̇yeti̇ ı̇ki̇ özel hastanede karşilaştirmali bi̇r araştirma. Sosyal Bilimler, 2(Ocak 2012), 1–30.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Model service its quality and ımplications for future. The Journal of Marketing, 49(4), 41–50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-ıtem scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1002/9781118785317.weom090654
  • Rahman, M. K., Bhuiyan, M. A., & Zailani, S. (2021). Healthcare services: Patient satisfaction and loyalty lessons from islamic friendly hospitals. Patient Preference and Adherence, 15, 2633–2646. https://doi.org/10.2147/PPA.S333595
  • Ratnawati, A., Mislan Cokrohadisumarto, W. bin, & Kholis, N. (2020). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316–1338. https://doi.org/10.1108/JIMA-01-2020-0005
  • Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. In service quality: New directions in theory and practice (pp. 1–21). https://doi.org/10.4135/9781452229102
  • Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. TQM Journal, 29(1), 101–117. https://doi.org/10.1108/TQM-02-2015-0032
  • Senić, V., & Marinković, V. (2013). Patient care, satisfaction and service quality in health care. International Journal of Consumer Studies, 37(3), 312–319. https://doi.org/10.1111/j.1470-6431.2012.01132.x
  • Setyawan, F. E. B., Supriyanto, S., Ernawaty, E., & Lestari, R. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(2), 140–143. https://doi.org/10.4081/jphr.2020.1823
  • Shabbir, A., Malik, S. A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality and Reliability Management, 33(5), 538–557. https://doi.org/10.1108/IJQRM-06-2014-0074
  • Shafei, I., Walburg, J., & Taher, A. (2019). Verifying alternative measures of healthcare service quality. International Journal of Health Care Quality Assurance, 32(2), 516–533. https://doi.org/10.1108/IJHCQA-05-2016-0069
  • Shah, A. M., Yan, X., Shah, S. A. A., & Mamirkulova, G. (2020). Mining patient opinion to evaluate the service quality in healthcare: a deep-learning approach. Journal of Ambient Intelligence and Humanized Computing, 11(7), 2925–2942. https://doi.org/10.1007/s12652-019-01434-8
  • Singh, A., & Prasher, A. (2019). Measuring healthcare service quality from patients’ perspective: using Fuzzy AHP application. Total Quality Management and Business Excellence, 30(3–4), 284–300. https://doi.org/10.1080/14783363.2017.1302794
  • Singh, P., Kumar, V., & Kataria, S. (2022). A serial mediation model for ınvestigating the ımpact of e-crm services on customer loyalty in the Indian healthcare ındustry. Journal of Relationship Marketing, 0(0), 1–25. https://doi.org/10.1080/15332667.2022.2136439
  • Solmaz, B., & Duğan, Ö. (2018). Sağlik çalişani ı̇le hasta ve yakinlari arasinda yaşanan şi̇ddeti̇n nedenleri̇nde ı̇leti̇şi̇m üzeri̇ne bi̇r ı̇nceleme. Abant İzzet Baysal Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 18(2), 185–206. https://doi.org/10.11616/asbed.v18i38801.459750
  • Sower, V., Duffy, J. A., Kilbourne, W., Kohers, G., & Jones, P. (2001). The dimensions of service quality for hospitals: Development and use of the KQCAH scale. In Health Care Management Review (Vol. 26, Issue 2, pp. 47–59). https://doi.org/10.1097/00004010-200104000-00005
  • Sumaedi, S., Yarmen, M., & Yuda Bakti, I. G. M. (2016). Healthcare service quality model: A multi-level approach with empirical evidence from a developing country. International Journal of Productivity and Performance Management, 65(8), 1007–1024. https://doi.org/10.1108/IJPPM-08-2014-0126
  • Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
  • Tezcan, D., Yücel, M. H., Ünal, U. B., & Edirne, T. (2014). Üçüncü basamak sağlık kuruluşunda hasta memnuniyeti. Pamukkale Tıp Dergisi, 7(1), 57–62.
  • Tripathi, S. N., & Siddiqui, M. H. (2020). Assessing the quality of healthcare services: A SERVQUAL approach. International Journal of Healthcare Management, 13(S1), 133–144. https://doi.org/10.1080/20479700.2018.1469212
  • Türkiye Sağlık Bakanlığı. (2013). Kayseri’deki hastane istatistikleri. Kayseri il sağlık müdürlüğü. https://kayseriism.saglik.gov.tr/TR-54393/hastaneler.html
  • Unal, O., Akbolat, M., & Amarat, M. (2018). The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pakistan Journal of Medical Sciences, 34(4), 999–1003. https://doi.org/10.12669/pjms.344.15136
  • Varinli, İ., & Çakır, A. (2004). Hizmet kalitesi, değer, hasta tatmini ve davranışsal niyetler arasındaki ilişki: Kayseri’de poliklinik hastalarına yönelik bir araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 1(17), 33–52. https://dergipark.org.tr/en/pub/erusosbilder/issue/23750/253038
  • Zengin, A. Y., & Sağlam, Ş. (2022). Özel hastanelerde müşteri memnuniyeti unsurları ve sadakatin büyükşehir-şehir kıyaslaması. Süleyman Demirel Üniversitesi Vizyoner Dergisi, 13(33), 122–142.
  • Zerenler, M., & Öğüt, A. (2013). Sağlik sektöründe algilanan hi̇zmet kali̇tesi̇ ve hastane terci̇h nedenleri̇ araştırması: Konya örneği̇. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
  • Zhao, L., & Wang, J. (2013). Research on psychological factors which influence Doctor-Patient communications among outpatients. Journal of Medical Colleges of PLA, 28(1), 20–28. https://doi.org/10.1016/S1000-1948(13)60011-8
  • Zhou, W. J., Wan, Q. Q., Liu, C. Y., Feng, X. L., & Shang, S. M. (2017). Determinants of patient loyalty to healthcare providers: An integrative review. International Journal for Quality in Health Care, 29(4), 442–449. https://doi.org/10.1093/intqhc/mzx058
There are 75 citations in total.

Details

Primary Language Turkish
Subjects Service Marketing
Journal Section Research Article
Authors

Yusuf Bilgin 0000-0003-0656-2031

Aysun Turkay Aba 0000-0003-4533-9270

Project Number YOK
Publication Date December 26, 2023
Submission Date July 28, 2023
Acceptance Date December 8, 2023
Published in Issue Year 2023 Volume: 11 Issue: 2

Cite

APA Bilgin, Y., & Turkay Aba, A. (2023). SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi, 11(2), 205-227. https://doi.org/10.14514/beykozad.1333974
AMA Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. December 2023;11(2):205-227. doi:10.14514/beykozad.1333974
Chicago Bilgin, Yusuf, and Aysun Turkay Aba. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi 11, no. 2 (December 2023): 205-27. https://doi.org/10.14514/beykozad.1333974.
EndNote Bilgin Y, Turkay Aba A (December 1, 2023) SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi 11 2 205–227.
IEEE Y. Bilgin and A. Turkay Aba, “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”, Beykoz Akademi Dergisi, vol. 11, no. 2, pp. 205–227, 2023, doi: 10.14514/beykozad.1333974.
ISNAD Bilgin, Yusuf - Turkay Aba, Aysun. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi 11/2 (December 2023), 205-227. https://doi.org/10.14514/beykozad.1333974.
JAMA Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. 2023;11:205–227.
MLA Bilgin, Yusuf and Aysun Turkay Aba. “SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ”. Beykoz Akademi Dergisi, vol. 11, no. 2, 2023, pp. 205-27, doi:10.14514/beykozad.1333974.
Vancouver Bilgin Y, Turkay Aba A. SAĞLIK KURULUŞLARINDA ETKİLEŞİM KALİTESİNİN HASTA MEMNUNİYETİNE VE SADAKATİNE ETKİSİ. Beykoz Akademi Dergisi. 2023;11(2):205-27.

Cited By

THE EFFECT OF STAFF BEHAVIORS IN FOOD AND BEVERAGE ESTABLISHMENTS ON CUSTOMER'S EATING AND DRINKING EXPERIENCE
Gastroia: Journal of Gastronomy And Travel Research
https://doi.org/10.32958/gastoria.1360913
 Download Cover Image