Research Article
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The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals

Year 2019, Volume: 2 Issue: 2, 106 - 125, 30.01.2020

Berrin Arzu Eren

Abstract

Health businesses differ significantly from other sectors in terms of the field in which they operate and the characteristics of the services they provide. The provision of health services is an important indicator of the importance given to the individual in a country. The health sector is important in terms of service offered that reflects the quality and corporate reputation in Turkey, too. In the study, conducted in Ankara, Turkey's capital, the effects of service quality perceptions' on corporate reputation and satisfaction were researched, as well as the effect of corporate reputation perceptions' on satisfaction. At this point, it is purposed to determine whether the effect of these variables in state hospitals and private hospitals differs or not. At the research process, descriptive analysis, independent sample T-test, factor analysis, correlation, and regression analyses were applied to the data collected from 733 participants by questionnaire method. In the study, it has been concluded that all dimensions related to service quality perception have an effect on corporate reputation and satisfaction, and on the other hand, corporate reputation has an effect on satisfaction. Also, it was concluded that the effect of all variables on each other was reflected differently in state and private hospitals.

Keywords

Perceived Service Quality Corporate Reputation Satisfaction Health Services

References

  • Anderson, E.W. & Sullivan, M.B. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12 (2), 125-143.
  • Andreassen, T.W. (1999). What drives customer loyalty with complaint resolution? Journal of Service Research, 1 (4), 324-332.
  • Anselmsson, J., Vestman Bondesson, N. & Johansson, U. (2014). Brand image and customers’ willingness to pay a price premium for food brands. Journal of Product & Brand Management, 23 (2), 90-102.
  • Atilla, E.A. (2016). Sağlık hizmetleri yönetimi, tıbbi dokümantasyon ve sekreterlik. Ankara: Güneş Tıp Kitabevleri.
  • Baum, R. J & Wally, S. (2003). Strategic decision dpeed and firm performance. Strategic Management Journal, 24 (11), 1107-1129.
  • Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36, 811–828.
  • Brammer, S. J. & Pavelin, S. (2006). Corporate reputation and social performance: The importance of fit. Journal of Management Studies, 43 (3): 435 – 455.
  • Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8 (2), 110-130.
  • Cheung, M.Y., Luo, C., Sia, C.L. & Chen, H. (2009). Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer. International Journal of Electronic Commerce, 13 (4), 9-38.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (3), 55–69.
  • Cronin, J.J., Brady, M.K. & Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76 (2), 193–218,
  • Çınaroğlu S. & Şahin B (2013). Comparison of the public and private hospitals perception of corporate reputation and image. International Journal of Management Economics and Business, 9 (18), 2283-298.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2012). Sosyal bilimler için çok değişkenli istatistik SPSS ve Lisrel Uygulamaları. Ankara: Pegem Akademi.
  • Doğru, Ç. (2019). Meta-Analysis of antecedents and consequences of empowering employees as a contemporary management approach. In Handbook of Research on Contemporary Approaches in Management and Organizational Strategy (1-17). Hershey, USA: IGI Global.
  • Ergün, Z. (2015). Algılanan hizmet kalitesinin kurumsal İiibara etkileri: Konya ilinde faaliyet gösteren hastanelerde karşılaştırmalı bir araştırma (Yayınlanmamış Doktora Tezi). Selçuk Üniversitesi Sosyal Bilimler Enstitüsü: Konya.
  • Eroğluer, K. (2013). A research on the service sector about the effect of service quality perception on corporate image. Anadolu University Journal of Social Sciences, 4 (3), 29-45.
  • Fombrun, C. J. & Shanley, M. (1990). What’s in a name? Reputation building and corporate strategy. Academy of Management Journal 33 (2), 233-258.
  • Garwin D.A. (1984). What does product quality really mean? Sloan Management Review, 26 (1), 25-43.
  • Gatti, L, Caruana, A. & Snehota, I. (2012). The role of corporate social responsibility, perceived quality and corporate reputation on purchase intention: Implications for Brand Management. Journal of Brand Management, 20 (1), 65–76.
  • Gegez, A.E. (2010). Pazarlama araştırmaları. İstanbul: Beta Yayıncılık.
  • Gorondutse, A. H., Hilman, H. & Nasidi, M (2014). Relationship between corporate reputation and customer loyalty on N igerian food and beverages industry: PLS Approach. Int. J. Manag. Bus. Res., 4 (2), 125-136.
  • Güllüpunar, M.D. (2016). Bir halkla ilişkiler uygulaması olarak hastanelerde hasta karşılama hizmetlerininkurumsal itibara etkisi: Kamu kastaneleri üzerine bir inceleme. Gümüşhane Üniversitesi İletişim Fakültesi Elektronik Dergisi, 4 (2), 895-925.
  • Güney, S. & Arıkan, S. (2002). Toplam kalite yönetiminin insan boyutu. http://www.kho.edu.tr/yayinlar/bilimdergisi/bilimder/doc/2002-2/5_bilder.doc.
  • Helm, S.(2007 ). The role of corporate reputation in determining investor satisfaction and loyalty. Corporate Reputation Review, 10 (1), 22-37.
  • Helm, S, Garnefeld, I. & Tolsdorf, J. (2009). Perceived corporate reputation and consumer satisfaction – an experimental exploration of causal relationships. Australasian Marketing Journal, 17, 69–74.
  • Hoşgör, H., Memiş, K., Gündüz Hoşgör, D. & Koç Tütüncü, S. (2017). Examination of relationships among corporate hospital image, perceived price suitability, patient satisfaction and loyalty by structural equation modelling. International Journal of Academic Value Studies, 3 (16), 439-453.
  • Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 30 (3), 645–658.
  • Jamal, A. & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction. International Journal of Bank Marketing, 20 (4), 146-160.
  • Johnston, R. (1998). The effect of intensity of dissatisfaction on complaining behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, 69-77.
  • Jones, H. & Farquhar, J.D. (2007). Putting it right: Service failure and customer loyalty in UK banks. International Journal of Bank Marketing, 25 (3), 161-172.
  • Karaköse, T. (2006). Eğitim örgütlerinde iç ve dış paydaşların kurumsal İiibara İiişkin algılamaları (Yayımlanmamış Doktora Tezi). Fırat Üniversitesi Sosyal Bilimler Enstitüsü: Elazığ.
  • Karaköse, T. (2012). Kurumların DNA’sı itibar ve yönetimi. Ankara: Nobel Akademik Yayıncılık.
  • Kasiri, L.A., Cheng, K., Sambasivan, N. & Sidin, S. (2016). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
  • Kazançoğlu, İ. (2011). The effects of firm image and perceived service quality for customer loyalty in airlines. Akdeniz İ.İ.B.F. Dergisi, 21, 130-158.
  • Katrin B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic and Social Research, 3 (1), 43-58.
  • Keaveney, S.M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-82.
  • Kim, D., Kim, S. & Kim, K. J. (2019). Building corporate reputation, overcoming consumer skepticism, and establishing trust: Choosing the right message types and social causes in the restaurant industry. Service Business, 13, 363–388.
  • Kotler, P. (2000). Pazarlama yönetimi. (Çev: N. Muallimoğlu). İstanbul: Beta.
  • Kotler, P., Bowen, J. & Makens, J. (2003). Marketing for hospitality and tourism. New Jersey: Prentice Hall International Inc.
  • Küçükaltan, G. (2007). Hizmet kalitesi kavramına genel bir yaklaşım ve hizmet kalitesinin önemi. Hizmet kalitesi kavramlar, yaklaşımlar ve uygulamalar, 57-71. Ankara: Detay Yayıncılık.
  • Lewis, R.C. & Booms, B.H. (1983). The marketing aspects of service quality in emerging perspectives on services marketing. Chicago: American Marketing.
  • Lu, L., Tong, C.. & Wong, A. (2017). The intervening effect of customer satisfaction in the relationship between corporate social responsibility and reputation and credibility: case of credit departments of Taiwan's farmer asssociation. British Journal of Economics, Management & Trade, 16 (4), 1-18.
  • Lymperopoulos, C., Chaniotakis, I.E. & Soureli, M. (2013). The role of price satisfaction in managing customer relationships: The case of financial services. Marketing Intelligence & Planning, 31 (3), 216–228.
  • Malik, S. S., Akhtar, F., Raziq, M. M. & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management & Business Excellence, 3-4.
  • Melo, T. & GarridoMorgado, A. (2012). Corporate reputation: A combination of social responsibility and industry. Corporate Social Responsibility and Environmental Management, 19 (11), 1-31.
  • Oliver, R.L. (1997). Satisfaction: A behavioral Pprspective on the customer. New York: McGraw Hill.
  • Orhaner, E. (2014). Türkiye’ de sağlık sigortası. Ankara: Siyasal Kitabevi.
  • Özdemir, Y, Kayapinar Kaya, S.& Turhan, E. (2019). A scale to measure sustainable campus services in higher education: Sustainable service quality. Journal of Cleaner Production, https://doi.org/10.1016/j.jclepro.2019.118839 https://www.sciencedirect.com/science/article/pii/S0959652619337096?via%3Dihub (18.10.2019).
  • Öztürk, A. (2011). Hizmet pazarlaması. Eskişehir: Ekin.
  • Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1990). Guidelines for conducting service quality research. Marketing Research, 2 (4), 34-44.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 4, 41-50
  • Parasuraman, A., Zeithaml, V., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58 (1), 111–125.
  • Pérez-Cornejo, C., Quevedo-Puente, E. & Delgado-García, J.B. (2019). How to manage corporate reputation? The effect of enterprise risk management systems and audit committees on corporate reputation. European Management Journal, 37, 505-515.
  • Rindova, V. P., Williamson, I. O., Petkova, A.P. & Sever, J. M. (2005). Being sood or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal, 48 (6), 1033-1049.
  • Sadeghi, A., Ghujali, T. & Bastam, H. (2019). The effect of organisational reputation on e-loyalty: The roles of e-trust and e-satisfaction. ASEAN Marketing Journal, 10 (1), 1-16.
  • Smith, A.K. & Bolton, R.N. (2002). The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30 (1), 5-23.
  • Skallerud K. (2011). School reputation and its relation to parents' satisfaction and loyalty. International Journal of Educational Management, 25 (7), 671-686.
  • Tabachnick, B. G. & Fidell, L. S. (2007). Using multivariate statistics. Boston: Pearson/Allyn & Bacon.
  • Tax, S.S., Brown, S.W. & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60-76.
  • Taylor, S.A. & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70, 163-178.
  • Tuik (2016). 2015 service sector report. http://www.tuik.gov.tr/PreTabloArama.do;jsessionid=VcG2PwGYjHpJBX7Kxp2vd4mQRQv32L8NFQ2yhhnwXXzdpvyhzPvh!-1774381858?metod=search&araType=hb
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  • Turan, N. (2004). Türkiye’ de sağlık hizmetleri ve sağlık sektöründe temel sorunlar; çözüm için sağlık kooperatifçiliğinden yararlanma gereği ve olanakları. Eskişehir: Anadolu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Yayınları.
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Algılanan Hizmet Kalitesi ve Kurumsal İtibarın Hasta Tatmini Üzerindeki Etkisi: Ankara Hastanelerine İlişkin Karşılaştırmalı Bir Araştırma

Year 2019, Volume: 2 Issue: 2, 106 - 125, 30.01.2020

Berrin Arzu Eren

Abstract

Sağlık işletmeleri, faaliyet gösterdiği alan ve sunduğu hizmetin özelliği açısından diğer sektörlerden önemli ölçüde farklılaşmaktadır. Sağlık hizmetlerinin sunumu bir ülkede bireye verilen önemin önemli bir göstergesidir. Türkiye’de de sağlık sektörü sunduğu hizmet açısından kalite ve kurumsal itibarı yansıtan önemli bir sektördür. Araştırmada Türkiye’nin başkenti Ankara’da bulunan hastanelerden hizmet alan katılımcıların, hizmete ilişkin kalite algılarının kurumsal itibar ve tatmin üzerindeki etkisinin yanı sıra kurumsal itibarın tatmin üzerindeki etkisi ortaya konmaya çalışılmıştır. Bu noktada çalışmada kamu hastaneleri ve özel hastaneler ayrımında bu değişkenlerin birbiri üzerindeki etkisinin farklılaşıp farklılaşmadığı da ortaya konmaya çalışılmıştır. Araştırma sürecinde anket yöntemi ile 733 katılımcıdan toplanan verilere SPSS 21 aracılığı ile betimsel analiz, bağımsız örneklem T-testi, faktör analizi, korelasyon ve regresyon analizleri uygulanmıştır. Araştırmada hizmet kalite algısına ilişkin tüm boyutların kurumsal itibar ve tatmin üzerinde etkisi olduğu, benzer şekilde kurumsal itibarın da tatmin üzerinde etkisi olduğu sonucuna ulaşmıştır. Ayrıca araştırmada tüm değişkenlerin birbiri üzerindeki etkisinin kamu ve özel hastanelerde farklı şekilde yansıdığı sonucuna ulaşılmıştır.

Keywords

Algılanan Hizmet Kalitesi Kurumsal İtibar Tatmin Sağlık Hizmetleri

References

  • Anderson, E.W. & Sullivan, M.B. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12 (2), 125-143.
  • Andreassen, T.W. (1999). What drives customer loyalty with complaint resolution? Journal of Service Research, 1 (4), 324-332.
  • Anselmsson, J., Vestman Bondesson, N. & Johansson, U. (2014). Brand image and customers’ willingness to pay a price premium for food brands. Journal of Product & Brand Management, 23 (2), 90-102.
  • Atilla, E.A. (2016). Sağlık hizmetleri yönetimi, tıbbi dokümantasyon ve sekreterlik. Ankara: Güneş Tıp Kitabevleri.
  • Baum, R. J & Wally, S. (2003). Strategic decision dpeed and firm performance. Strategic Management Journal, 24 (11), 1107-1129.
  • Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36, 811–828.
  • Brammer, S. J. & Pavelin, S. (2006). Corporate reputation and social performance: The importance of fit. Journal of Management Studies, 43 (3): 435 – 455.
  • Boshoff, C. (1997). An experimental study of service recovery options. International Journal of Service Industry Management, 8 (2), 110-130.
  • Cheung, M.Y., Luo, C., Sia, C.L. & Chen, H. (2009). Credibility of electronic word-of-mouth: informational and normative determinants of on-line consumer. International Journal of Electronic Commerce, 13 (4), 9-38.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (3), 55–69.
  • Cronin, J.J., Brady, M.K. & Hult, G.T.M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76 (2), 193–218,
  • Çınaroğlu S. & Şahin B (2013). Comparison of the public and private hospitals perception of corporate reputation and image. International Journal of Management Economics and Business, 9 (18), 2283-298.
  • Çokluk, Ö., Şekercioğlu, G. & Büyüköztürk, Ş. (2012). Sosyal bilimler için çok değişkenli istatistik SPSS ve Lisrel Uygulamaları. Ankara: Pegem Akademi.
  • Doğru, Ç. (2019). Meta-Analysis of antecedents and consequences of empowering employees as a contemporary management approach. In Handbook of Research on Contemporary Approaches in Management and Organizational Strategy (1-17). Hershey, USA: IGI Global.
  • Ergün, Z. (2015). Algılanan hizmet kalitesinin kurumsal İiibara etkileri: Konya ilinde faaliyet gösteren hastanelerde karşılaştırmalı bir araştırma (Yayınlanmamış Doktora Tezi). Selçuk Üniversitesi Sosyal Bilimler Enstitüsü: Konya.
  • Eroğluer, K. (2013). A research on the service sector about the effect of service quality perception on corporate image. Anadolu University Journal of Social Sciences, 4 (3), 29-45.
  • Fombrun, C. J. & Shanley, M. (1990). What’s in a name? Reputation building and corporate strategy. Academy of Management Journal 33 (2), 233-258.
  • Garwin D.A. (1984). What does product quality really mean? Sloan Management Review, 26 (1), 25-43.
  • Gatti, L, Caruana, A. & Snehota, I. (2012). The role of corporate social responsibility, perceived quality and corporate reputation on purchase intention: Implications for Brand Management. Journal of Brand Management, 20 (1), 65–76.
  • Gegez, A.E. (2010). Pazarlama araştırmaları. İstanbul: Beta Yayıncılık.
  • Gorondutse, A. H., Hilman, H. & Nasidi, M (2014). Relationship between corporate reputation and customer loyalty on N igerian food and beverages industry: PLS Approach. Int. J. Manag. Bus. Res., 4 (2), 125-136.
  • Güllüpunar, M.D. (2016). Bir halkla ilişkiler uygulaması olarak hastanelerde hasta karşılama hizmetlerininkurumsal itibara etkisi: Kamu kastaneleri üzerine bir inceleme. Gümüşhane Üniversitesi İletişim Fakültesi Elektronik Dergisi, 4 (2), 895-925.
  • Güney, S. & Arıkan, S. (2002). Toplam kalite yönetiminin insan boyutu. http://www.kho.edu.tr/yayinlar/bilimdergisi/bilimder/doc/2002-2/5_bilder.doc.
  • Helm, S.(2007 ). The role of corporate reputation in determining investor satisfaction and loyalty. Corporate Reputation Review, 10 (1), 22-37.
  • Helm, S, Garnefeld, I. & Tolsdorf, J. (2009). Perceived corporate reputation and consumer satisfaction – an experimental exploration of causal relationships. Australasian Marketing Journal, 17, 69–74.
  • Hoşgör, H., Memiş, K., Gündüz Hoşgör, D. & Koç Tütüncü, S. (2017). Examination of relationships among corporate hospital image, perceived price suitability, patient satisfaction and loyalty by structural equation modelling. International Journal of Academic Value Studies, 3 (16), 439-453.
  • Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality and Reliability Management, 30 (3), 645–658.
  • Jamal, A. & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction. International Journal of Bank Marketing, 20 (4), 146-160.
  • Johnston, R. (1998). The effect of intensity of dissatisfaction on complaining behaviour. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 11, 69-77.
  • Jones, H. & Farquhar, J.D. (2007). Putting it right: Service failure and customer loyalty in UK banks. International Journal of Bank Marketing, 25 (3), 161-172.
  • Karaköse, T. (2006). Eğitim örgütlerinde iç ve dış paydaşların kurumsal İiibara İiişkin algılamaları (Yayımlanmamış Doktora Tezi). Fırat Üniversitesi Sosyal Bilimler Enstitüsü: Elazığ.
  • Karaköse, T. (2012). Kurumların DNA’sı itibar ve yönetimi. Ankara: Nobel Akademik Yayıncılık.
  • Kasiri, L.A., Cheng, K., Sambasivan, N. & Sidin, S. (2016). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
  • Kazançoğlu, İ. (2011). The effects of firm image and perceived service quality for customer loyalty in airlines. Akdeniz İ.İ.B.F. Dergisi, 21, 130-158.
  • Katrin B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic and Social Research, 3 (1), 43-58.
  • Keaveney, S.M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59, 71-82.
  • Kim, D., Kim, S. & Kim, K. J. (2019). Building corporate reputation, overcoming consumer skepticism, and establishing trust: Choosing the right message types and social causes in the restaurant industry. Service Business, 13, 363–388.
  • Kotler, P. (2000). Pazarlama yönetimi. (Çev: N. Muallimoğlu). İstanbul: Beta.
  • Kotler, P., Bowen, J. & Makens, J. (2003). Marketing for hospitality and tourism. New Jersey: Prentice Hall International Inc.
  • Küçükaltan, G. (2007). Hizmet kalitesi kavramına genel bir yaklaşım ve hizmet kalitesinin önemi. Hizmet kalitesi kavramlar, yaklaşımlar ve uygulamalar, 57-71. Ankara: Detay Yayıncılık.
  • Lewis, R.C. & Booms, B.H. (1983). The marketing aspects of service quality in emerging perspectives on services marketing. Chicago: American Marketing.
  • Lu, L., Tong, C.. & Wong, A. (2017). The intervening effect of customer satisfaction in the relationship between corporate social responsibility and reputation and credibility: case of credit departments of Taiwan's farmer asssociation. British Journal of Economics, Management & Trade, 16 (4), 1-18.
  • Lymperopoulos, C., Chaniotakis, I.E. & Soureli, M. (2013). The role of price satisfaction in managing customer relationships: The case of financial services. Marketing Intelligence & Planning, 31 (3), 216–228.
  • Malik, S. S., Akhtar, F., Raziq, M. M. & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management & Business Excellence, 3-4.
  • Melo, T. & GarridoMorgado, A. (2012). Corporate reputation: A combination of social responsibility and industry. Corporate Social Responsibility and Environmental Management, 19 (11), 1-31.
  • Oliver, R.L. (1997). Satisfaction: A behavioral Pprspective on the customer. New York: McGraw Hill.
  • Orhaner, E. (2014). Türkiye’ de sağlık sigortası. Ankara: Siyasal Kitabevi.
  • Özdemir, Y, Kayapinar Kaya, S.& Turhan, E. (2019). A scale to measure sustainable campus services in higher education: Sustainable service quality. Journal of Cleaner Production, https://doi.org/10.1016/j.jclepro.2019.118839 https://www.sciencedirect.com/science/article/pii/S0959652619337096?via%3Dihub (18.10.2019).
  • Öztürk, A. (2011). Hizmet pazarlaması. Eskişehir: Ekin.
  • Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1990). Guidelines for conducting service quality research. Marketing Research, 2 (4), 34-44.
  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 4, 41-50
  • Parasuraman, A., Zeithaml, V., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58 (1), 111–125.
  • Pérez-Cornejo, C., Quevedo-Puente, E. & Delgado-García, J.B. (2019). How to manage corporate reputation? The effect of enterprise risk management systems and audit committees on corporate reputation. European Management Journal, 37, 505-515.
  • Rindova, V. P., Williamson, I. O., Petkova, A.P. & Sever, J. M. (2005). Being sood or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal, 48 (6), 1033-1049.
  • Sadeghi, A., Ghujali, T. & Bastam, H. (2019). The effect of organisational reputation on e-loyalty: The roles of e-trust and e-satisfaction. ASEAN Marketing Journal, 10 (1), 1-16.
  • Smith, A.K. & Bolton, R.N. (2002). The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30 (1), 5-23.
  • Skallerud K. (2011). School reputation and its relation to parents' satisfaction and loyalty. International Journal of Educational Management, 25 (7), 671-686.
  • Tabachnick, B. G. & Fidell, L. S. (2007). Using multivariate statistics. Boston: Pearson/Allyn & Bacon.
  • Tax, S.S., Brown, S.W. & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60-76.
  • Taylor, S.A. & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, 70, 163-178.
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There are 64 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

Berrin Arzu Eren 0000-0003-0839-5302

Publication Date January 30, 2020
Published in Issue Year 2019Volume: 2 Issue: 2

Cite

APA Eren, B. A. (2020). The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals. International Journal of Economics Administrative and Social Sciences, 2(2), 106-125.
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