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

Berrin Arzu Eren

EN TR

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

Öz

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.

Anahtar Kelimeler

Perceived Service Quality,Corporate Reputation,Satisfaction,Health Services

Algılanan Hizmet Kalitesi ve Kurumsal İtibarın Hasta Tatmini Üzerindeki Etkisi: Ankara Hastanelerine İlişkin Karşılaştırmalı Bir Araştırma

Öz

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.

Anahtar Kelimeler

Algılanan Hizmet Kalitesi,Kurumsal İtibar,Tatmin,Sağlık Hizmetleri

Kaynakça

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Ayrıntılar

Birincil Dil

İngilizce

Konular

İşletme

Bölüm

Araştırma Makalesi

Yazarlar

Berrin Arzu Eren
0000-0003-0839-5302
Türkiye

Yayımlanma Tarihi

30 Ocak 2020

Gönderilme Tarihi

16 Aralık 2019

Kabul Tarihi

20 Ocak 2020

Yayımlandığı Sayı

Yıl 2019 Cilt: 2 Sayı: 2

IZ

https://izlik.org/JA59YZ56TS

Kaynak Göster

RIS / Bibtex

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. https://izlik.org/JA59YZ56TS

AMA

1.Eren BA. The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals. IJEASS. 2020;2(2):106-125. https://izlik.org/JA59YZ56TS

Chicago

Eren, Berrin Arzu. 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): 106-25. https://izlik.org/JA59YZ56TS.

EndNote

Eren BA (01 Ocak 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.

IEEE

[1]B. A. Eren, “The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals”, IJEASS, c. 2, sy 2, ss. 106–125, Oca. 2020, [çevrimiçi]. Erişim adresi: https://izlik.org/JA59YZ56TS

ISNAD

Eren, Berrin Arzu. “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 (01 Ocak 2020): 106-125. https://izlik.org/JA59YZ56TS.

JAMA

1.Eren BA. The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals. IJEASS. 2020;2:106–125.

MLA

Eren, Berrin Arzu. “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, c. 2, sy 2, Ocak 2020, ss. 106-25, https://izlik.org/JA59YZ56TS.

Vancouver

1.Berrin Arzu Eren. The Impact of Perceived Service Quality and Corporate Reputation on Patient Satisfaction: A Comparative Research on Ankara Hospitals. IJEASS [Internet]. 01 Ocak 2020;2(2):106-25. Erişim adresi: https://izlik.org/JA59YZ56TS