Diğer
İmaj-İtibar ile Finansal ve Kalite Performansı Arasındaki İlişkiler: Hastaneler Üzerine Bir Uygulama
Öz
Performans değerlendirme değerlendiricinin gözünde şekillenen bir konudur. Örgütlerin performans
değerlendirmelerinde geleneksel olarak finansal performans ölçümünün ön plana çıktığı görülmekte
olup modern performans ölçüm yaklaşımları algısal değerlendirmelere de aynı derecede önem
vermektedir. Literatürde finansal performans ölçütleri ile algılara dayanan kalite, imaj ve itibar
performans ölçütleri arasındaki ilişkiler sorgulanmaya devam edilmektedir. Hastaneleri esas alan bu
çalışmada, yönetici değerlendirmelerine göre kalite, imaj-itibar, maliyet ve finansal performans
arasındaki ilişkileri incelemek amacıyla doğrulayıcı faktör analizi uygulanmıştır. Elde edilen
bulgular kalite (β=0.88, p<0.05) ile finansal (β=0.88, p<0.05) performansın hastanelerde performansı
açıklamada ön plana çıkan değişkenler olduklarını göstermiş olup imaj-itibar kavramlarının ve
maliyet performansının genel performansı belirleyici bir özelliğinin olmadığı görülmüştür. Bu
sonuçlar etkili bir kalite yönetim politikası ve finansal açıdan sağlamlığın hastaneler için performansı
belirleyen temel unsurlar olduklarını vurgulamaktadır.
Anahtar Kelimeler
Performans Yönetimi İmaj İtibar Maliyet Performansı Finansal Performans Hastane Doğrulayıcı Faktör Analizi
Kaynakça
- Abraham, T. (2007). Identifying the parameters of corporate reputation for the hospital industry in Singapore., A Dissertation, University of South Australia, Singapore. Adair, C. E., Simpson, L., Birdsell, J.M., Omelchuk, K., Casebeer, A.L., Gardiner, H.P., Newman, S., Beckie, A., Clelland, S., Hayden, K.A., & Beausejour, P. (2003). Performance measurement systems for health and mental health services: models, practices and effectiveness a state of the science review, Alberta Heritage Foundation for Medical Research. http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.195.2219&rep=rep1&type=pdf. E.T.:16.06.2016. Alpar, R. (2011). Uygulamalı çok değişkenli istatistiksel yöntemler, Detay Yayınları, Ankara. Bitner, M.J., & Hubbert A.R. (1994). Encounter satisfaction versus overall service satisfaction versus quality. Services Quality: New Directions in Theory and Practice, Thousand Oaks, CA: Sage Publications, 72– 92. Boscarino, J., & Stelber, S.R. (1982). Hospital shopping and consumer choice. Journal of Health Care Marketing, 2(2), 15-23. Çetin, A.T., Aksu M., & Özer G. (2012). Technology investments, performance and the effect of size and region in Turkish hospitals. The Service Industry Journal, 32(5), 747-771. Davies, Gary, Chun, R., & Kamins, M.A. (2009). Reputation gaps and the performance of service organizations. Strategic Management Journal, 31(5), 530-546. Douglas, T.J. & Judge, W.Q. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management, 44(1), 158-169. Easton, G.S., & Jarrell, S.L. (1998). The effects of total quality management on corporate performance: An empirical investigation. The Journal of Business, 71(2), 253-307. Floyd, F., & Widaman, K.F. (1995). Factor analysis in development and refinement of clinical assessment instruments, Psychological Assessment, 7(3), 286-299. Greene, J. (1996). Florida 2nd state to issue “Report Cards”. Modern Healthcare, 26(10). Gurd, B., & Gao, T. (2008). Lives in the balanced: An analysis of the Balanced Scorecard (BSC) in health care organizations. International Journal of Productivity and Performance Management, 57(1), 6-21. Hibbard, J. H., Stockard, J., & Tusler, M. (2005). Hospital performance reports: Impact on quality, market share and reputation. Health Affairs, 24(4), 1150-1160. Javalgi, R.O., Rao S.R., & Thomas, E.G. (1991). Choosing a hospital: Analysis of consumer tradeoffs, Journal of Health Care Marketing, 11(1), 12-22. Kamra, V., Singh, H., & De, K.K. (2016). Factors affecting hospital choice decisions: An exploratory study of healthcare consumers in Northern India, Asia Pacific Journal of Health Management, 11(1), 76-84. Kaplan, R.S., & Norton, D.P. (1992). Using Balanced Scorecard as a strategic management system. Harvard Business Review, January-February 3-13. Karaosmanoğlu, E. (2006). Determinants of corporate image formation: A consumer-level model incorporating corporate identity mix elements and unplanned communication factors. A Dissertation, University of Warwick, UK. Kim, Kyung Y., & Kim, K.S. (2008). Brand equity in hospital marketing, Journal of Business Research, 61(1), 75-82. Kline, R.B. (2005). Principles and Practice of Structural Equation Modelling (Second Edition). NY: Guilford Publications, Inc. Kotler, P., & Clarke, R.N. (1987). Marketing for Health Care Organizations. Prentice Hall New Jersey. Li, Ling X. (1997). Relationships between determinants of hospital quality management and service quality performance – A path analytic model. Omega, 25(5), 535-545. Li, Ling X., & Benton, W.C. (1996). Performance measurement criteria in health care organizations: Review and future research directions. European Journal of Operational Research, 93(3), 449-468. Li, Ling X., Benton W.C., & Leong G.K. (2002). The impact of strategic operations management decisions on community hospital performance. Journal of Operations Management, 20(4), 389-408. Ling, X.L., & Collier, D.A. (2000). The role of technology and quality on hospital financial performance an exploratory analysis. International Journal of Service Industry Management, 11(3), 202-224. Luxford, K., Safran, D.G., & Delbanco, T. (2011). Promoting patient centered care: a qualitative study of facilitators and barriers in healthcare organizations with a reputation for improving the patient experience. International Journal for Quality in Health Care, 23(5), 510-515. Mason, J. (1993). What image do you project? Management Review, November, 10-15. Minvielle, E., Sicotte, C., Champagne, F., Contandriopoulos, A.P., Jeantet, M., Pr´eaubert, N., Bourdil, A., & Richard, C. (2008). Hospital performance: Competing or shared values?”, Health Policy, 87(1), 8-19. O’Neill, P., Sohal, A., & Teng, C.W. (2016). Quality management approaches and their impact on firms’s financial performance - An Australian study, International Journal of Production Economics, 171, 381-393. Özdamar, K. (2010). Paket programlar ile istatistiksel veri analizi (Çok değişkenli analizler), Kaan Kitabevi, Eskişehir. Parvadavardini, S., Vivek, N., & Devadasan, S.R. (2015). Impact of quality management practices on quality performance and financial performance: evidence from Indian manufacturing companies, Total Quality Management, DOI: 10.1080/14783363.2015.1015411. E.T.:16.04.2015. Prajogo, D.I., & Sohal, A.S. (2006). The relationship between organization strategy, total quality management and organization performance – The mediating role of TQM, European Journal of Operational Research, 168, 35-50. Pun, K.F., & White, A.S. (2005). A performance measurement paradigm for integrating strategy formulation: A review of systems and frameworks. International Journal of Management Reviews, 7(1), 49-71. Purbey, S., Mukherjee K., & Chandan B. (2007). Reflective practice: Performance measurement system for healthcare processes. International Journal of Productivity and Performance Management, 56(3), 241-251. Roberts, P.W., & Dowling, G.R. (2002). Corporate reputation and sustained superior financial performance. Strategic Management Journal, 23, 1077-1093. Sağlık Bakanlığı (SB) (2015). Klinik kalite rehberleri tanımlar, http://www.saglik.gov.tr/KlinikKalite/belge/1-39304/klinik-kalite-rehberleri.html. E.T.:16.06.2016. Santos, S. P., Belton, V., & Howick, S. (2002). Adding value to performance measurement by using system dynamics and multicriteria analysis. International Journal of Operations & Production Management, 22(11), 1246-1272. Şatır, Ç. (2006). The nature of corporate reputation and the measurement of reputation components an empirical study within a hospital. Corporate Communications: An International Journal, 11(1), 56-63. Schumacker, R., & Lomax, R.G. (1996). A beginners guide to structural equation modeling (First Edition) NJ: Lawrence Erlbaum Associates, Inc. Schwaiger, M. (2004). Components and parameters of corporate reputation - An empirical study. Schmalenbach Business Review, 56, 46-71. Sheldon, T. (1998). Promoting health care quality: What role performance indicators?, Quality in Health Care, 7, 45-50. Stapleton, C.D. (1997). Basic concepts and procedures of confirmatory factor analysis. Austin: The Annual Meeting of the Southwest Educational Research Association. http://files.eric.ed.gov/fulltext/ED407416.pdf E.T.:16.04.2015. Stevens, J. (1996). Applied multivariate statistics for social sciences (Third Edition). NJ: Lawrence Erlbaum Associates, Inc. Tabachnick, B.G., & Fidell, L.S. (2001). Using multivariate statistics, Pearson, Fifth Edition, USA. Tengilimoğlu, D., Atilla, E.A., & Dursun-Kılıç, T. (2014). The effect of market orientation on performance of private hospitals: The pivotal role of the marketing function, let’s get engaged! crossing the threshold of marketing’s engagement era, Proceedings of the 2014 Academy of Marketing Science (AMS) Annual Conference. Thurneysen, N., Plank, T., & Boes, S. (2016). Analysis of costs and benefits of a re-accreditation of Swiss acute care hospital, Safety in Health, 2(2), 1-8. Wheaton, R. (1990). Promoting a positive image in hospital support services through coordinated apparel. Hospital Material Management Quarterly, 11(4), 86-89.
The Relationship between Image-Reputation, Financial and Quality Performance: An Application on Hospitals
Öz
Performance evaluation is an issue that shaped in the eyes of the beholder. Traditionally financial
performance measurement is forefront in performance measurement but modern performance
measurement approaches give equal importance to perceptional assessments. The relationship
between quality, image and reputation perceptions continue to questioning in the literature which. In
this study which is based on hospitals, confirmatory factor analysis was performed for understanding
the relationship between the quality, image-reputation, cost and financial performance indicators
according to managers assessments. Findings show that quality (β=0.88, p<0.05) and financial
(β=0.88, p<0.05) performance are prominent indicators of hospital performance. Moreover, it is seen
that image and reputation and cost performance are not determinator factors of general performance.
These results highlight that effective quality management policy and financial stability are the main
drivers of hospital performance.
Anahtar Kelimeler
Performance Management Image Reputation Cost Performance Financial Performance Hospital Confirmatory Factor Analysis
Kaynakça
- Abraham, T. (2007). Identifying the parameters of corporate reputation for the hospital industry in Singapore., A Dissertation, University of South Australia, Singapore. Adair, C. E., Simpson, L., Birdsell, J.M., Omelchuk, K., Casebeer, A.L., Gardiner, H.P., Newman, S., Beckie, A., Clelland, S., Hayden, K.A., & Beausejour, P. (2003). Performance measurement systems for health and mental health services: models, practices and effectiveness a state of the science review, Alberta Heritage Foundation for Medical Research. http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.195.2219&rep=rep1&type=pdf. E.T.:16.06.2016. Alpar, R. (2011). Uygulamalı çok değişkenli istatistiksel yöntemler, Detay Yayınları, Ankara. Bitner, M.J., & Hubbert A.R. (1994). Encounter satisfaction versus overall service satisfaction versus quality. Services Quality: New Directions in Theory and Practice, Thousand Oaks, CA: Sage Publications, 72– 92. Boscarino, J., & Stelber, S.R. (1982). Hospital shopping and consumer choice. Journal of Health Care Marketing, 2(2), 15-23. Çetin, A.T., Aksu M., & Özer G. (2012). Technology investments, performance and the effect of size and region in Turkish hospitals. The Service Industry Journal, 32(5), 747-771. Davies, Gary, Chun, R., & Kamins, M.A. (2009). Reputation gaps and the performance of service organizations. Strategic Management Journal, 31(5), 530-546. Douglas, T.J. & Judge, W.Q. (2001). Total quality management implementation and competitive advantage: The role of structural control and exploration. Academy of Management, 44(1), 158-169. Easton, G.S., & Jarrell, S.L. (1998). The effects of total quality management on corporate performance: An empirical investigation. The Journal of Business, 71(2), 253-307. Floyd, F., & Widaman, K.F. (1995). Factor analysis in development and refinement of clinical assessment instruments, Psychological Assessment, 7(3), 286-299. Greene, J. (1996). Florida 2nd state to issue “Report Cards”. Modern Healthcare, 26(10). Gurd, B., & Gao, T. (2008). Lives in the balanced: An analysis of the Balanced Scorecard (BSC) in health care organizations. International Journal of Productivity and Performance Management, 57(1), 6-21. Hibbard, J. H., Stockard, J., & Tusler, M. (2005). Hospital performance reports: Impact on quality, market share and reputation. Health Affairs, 24(4), 1150-1160. Javalgi, R.O., Rao S.R., & Thomas, E.G. (1991). Choosing a hospital: Analysis of consumer tradeoffs, Journal of Health Care Marketing, 11(1), 12-22. Kamra, V., Singh, H., & De, K.K. (2016). Factors affecting hospital choice decisions: An exploratory study of healthcare consumers in Northern India, Asia Pacific Journal of Health Management, 11(1), 76-84. Kaplan, R.S., & Norton, D.P. (1992). Using Balanced Scorecard as a strategic management system. Harvard Business Review, January-February 3-13. Karaosmanoğlu, E. (2006). Determinants of corporate image formation: A consumer-level model incorporating corporate identity mix elements and unplanned communication factors. A Dissertation, University of Warwick, UK. Kim, Kyung Y., & Kim, K.S. (2008). Brand equity in hospital marketing, Journal of Business Research, 61(1), 75-82. Kline, R.B. (2005). Principles and Practice of Structural Equation Modelling (Second Edition). NY: Guilford Publications, Inc. Kotler, P., & Clarke, R.N. (1987). Marketing for Health Care Organizations. Prentice Hall New Jersey. Li, Ling X. (1997). Relationships between determinants of hospital quality management and service quality performance – A path analytic model. Omega, 25(5), 535-545. Li, Ling X., & Benton, W.C. (1996). Performance measurement criteria in health care organizations: Review and future research directions. European Journal of Operational Research, 93(3), 449-468. Li, Ling X., Benton W.C., & Leong G.K. (2002). The impact of strategic operations management decisions on community hospital performance. Journal of Operations Management, 20(4), 389-408. Ling, X.L., & Collier, D.A. (2000). The role of technology and quality on hospital financial performance an exploratory analysis. International Journal of Service Industry Management, 11(3), 202-224. Luxford, K., Safran, D.G., & Delbanco, T. (2011). Promoting patient centered care: a qualitative study of facilitators and barriers in healthcare organizations with a reputation for improving the patient experience. International Journal for Quality in Health Care, 23(5), 510-515. Mason, J. (1993). What image do you project? Management Review, November, 10-15. Minvielle, E., Sicotte, C., Champagne, F., Contandriopoulos, A.P., Jeantet, M., Pr´eaubert, N., Bourdil, A., & Richard, C. (2008). Hospital performance: Competing or shared values?”, Health Policy, 87(1), 8-19. O’Neill, P., Sohal, A., & Teng, C.W. (2016). Quality management approaches and their impact on firms’s financial performance - An Australian study, International Journal of Production Economics, 171, 381-393. Özdamar, K. (2010). Paket programlar ile istatistiksel veri analizi (Çok değişkenli analizler), Kaan Kitabevi, Eskişehir. Parvadavardini, S., Vivek, N., & Devadasan, S.R. (2015). Impact of quality management practices on quality performance and financial performance: evidence from Indian manufacturing companies, Total Quality Management, DOI: 10.1080/14783363.2015.1015411. E.T.:16.04.2015. Prajogo, D.I., & Sohal, A.S. (2006). The relationship between organization strategy, total quality management and organization performance – The mediating role of TQM, European Journal of Operational Research, 168, 35-50. Pun, K.F., & White, A.S. (2005). A performance measurement paradigm for integrating strategy formulation: A review of systems and frameworks. International Journal of Management Reviews, 7(1), 49-71. Purbey, S., Mukherjee K., & Chandan B. (2007). Reflective practice: Performance measurement system for healthcare processes. International Journal of Productivity and Performance Management, 56(3), 241-251. Roberts, P.W., & Dowling, G.R. (2002). Corporate reputation and sustained superior financial performance. Strategic Management Journal, 23, 1077-1093. Sağlık Bakanlığı (SB) (2015). Klinik kalite rehberleri tanımlar, http://www.saglik.gov.tr/KlinikKalite/belge/1-39304/klinik-kalite-rehberleri.html. E.T.:16.06.2016. Santos, S. P., Belton, V., & Howick, S. (2002). Adding value to performance measurement by using system dynamics and multicriteria analysis. International Journal of Operations & Production Management, 22(11), 1246-1272. Şatır, Ç. (2006). The nature of corporate reputation and the measurement of reputation components an empirical study within a hospital. Corporate Communications: An International Journal, 11(1), 56-63. Schumacker, R., & Lomax, R.G. (1996). A beginners guide to structural equation modeling (First Edition) NJ: Lawrence Erlbaum Associates, Inc. Schwaiger, M. (2004). Components and parameters of corporate reputation - An empirical study. Schmalenbach Business Review, 56, 46-71. Sheldon, T. (1998). Promoting health care quality: What role performance indicators?, Quality in Health Care, 7, 45-50. Stapleton, C.D. (1997). Basic concepts and procedures of confirmatory factor analysis. Austin: The Annual Meeting of the Southwest Educational Research Association. http://files.eric.ed.gov/fulltext/ED407416.pdf E.T.:16.04.2015. Stevens, J. (1996). Applied multivariate statistics for social sciences (Third Edition). NJ: Lawrence Erlbaum Associates, Inc. Tabachnick, B.G., & Fidell, L.S. (2001). Using multivariate statistics, Pearson, Fifth Edition, USA. Tengilimoğlu, D., Atilla, E.A., & Dursun-Kılıç, T. (2014). The effect of market orientation on performance of private hospitals: The pivotal role of the marketing function, let’s get engaged! crossing the threshold of marketing’s engagement era, Proceedings of the 2014 Academy of Marketing Science (AMS) Annual Conference. Thurneysen, N., Plank, T., & Boes, S. (2016). Analysis of costs and benefits of a re-accreditation of Swiss acute care hospital, Safety in Health, 2(2), 1-8. Wheaton, R. (1990). Promoting a positive image in hospital support services through coordinated apparel. Hospital Material Management Quarterly, 11(4), 86-89.
Toplam 1 adet kaynakça vardır.
Ayrıntılar
| Bölüm | Makaleler |
|---|---|
| Yazarlar | |
| Yayımlanma Tarihi | 1 Mayıs 2017 |
| Yayımlandığı Sayı | Yıl 2017 Cilt: 46 Sayı: 1 |