Geri Dön

Service quality marketing and management in hospitals in Turkey

Türkiye'deki hastanelerde hizmet kalitesi pazarlama ve yönetimi

  1. Tez No: 364527
  2. Yazar: ELİF DENİZ ALAKAVUK
  3. Danışmanlar: PROF. DR. ESER BORAK
  4. Tez Türü: Doktora
  5. Konular: Sağlık Kurumları Yönetimi, Hastaneler, İşletme, Health Care Management, Hospitals, Business Administration
  6. Anahtar Kelimeler: Belirtilmemiş.
  7. Yıl: 1996
  8. Dil: İngilizce
  9. Üniversite: Boğaziçi Üniversitesi
  10. Enstitü: Sosyal Bilimler Enstitüsü
  11. Ana Bilim Dalı: İşletme Ana Bilim Dalı
  12. Bilim Dalı: Belirtilmemiş.
  13. Sayfa Sayısı: Belirtilmemiş.

Özet

Özet yok.

Özet (Çeviri)

Healthful living has been a subject of interest in all cultures throughout the centuries. However today, of the myriad issues in the complex health care environment, one cannot talk about quality health care unless“marketing culture”is introduced to the system. Focusing on the consumer's perspective and demands, thus placing the patient as the most important actor among others - administrators, practitioners, health care personnel and marketers - is becoming more crucial in the 1990ies. This dissertation encompasses an extensive literature review on services, health care , quality models and; an empirical study in hospitals in istanbul and Ankara, Turkiye. The data of the field study is gathered during the time period of November 1995 to April 1996 from 265 patients by face-to-face interviews usmg a structured questionnaire. A service quality measurement scale -- SERVQUAL HOSPITAL - developed by the author for in-patient health institutions is utilized. Statistical Package for Social Sciences for Windows is used to analyze the data by frequencies, analysis of variance, t-tests, regression, coefficient alpha and factor analysis. The major conclusions of the study can be summarized as follows: In all service dimensions and issues, patients' perceptions fall short of their expectations. Gap scores which are the difference between patients' expectations and perceptions give valuable insights on the scope of the improvement necessary to get better overall quality evaluations from patients on the hospital services. Most influential factors on the choice of hospital are the recommendations of friends and relatives and the presence of a physician the patient can trust at the hospital. When patients' perceive high health care quality, they are more likely to return to the same hospital in the future and recommend their services to relatives and friends. Service quality evaluations of patients in private hospitals are higher than the evaluations of patients in Social Security Institution (SSK) hospitals and university hospitals. Younger people with higher education and income levels perceive lower levels of service quality in hospitals. The SERVQUAL HOSPITAL scale developed in this study proved that consumers behave differently in the health care setting and evaluate service quality by unique dimensions such as: assurance, tangibles, competence, understanding, admission and communication with the physician. With a better understanding of how patients evaluate the quality of health care services, health care providers and administrators can improve the health care delivery system. Continuous monitoring of patient expectations and perceptions will improve the quality of health care and patient satisfaction. The study ends with the implications of the study for patients, health care personnel, hospital administrators including the government, and the academic world of medicine and marketing.

Benzer Tezler

  1. Tez No

    124994

    Hizmet pazarlamasında kalite ve Cumhuriyet Üniversitesi Araştırma Hastanesinde bir uygulama

    Quality in service marketing and an application in the Research Hospital of Cumhuriyet University

    KAHRAMAN ÇATI

    Yüksek Lisans

    Türkçe

    Türkçe

    2002

    İşletmeCumhuriyet Üniversitesi

    İşletme Ana Bilim Dalı

    PROF. DR. KASIM KARAHAN

  2. Tez No

    616361

    Sağlık turizmi kapsamında özel sağlık işletmelerinde sağlık hizmetleri pazarlaması ve algılanan hizmet kalitesi: Ankara il örneği

    Health services in business the scope of private health,health tourism marketing and perceived quality ofservice: Ankara city sample

    YASEMİN BEKTAŞ

    Yüksek Lisans

    Türkçe

    Türkçe

    2015

    İşletmeTürk Hava Kurumu Üniversitesi

    İşletme Ana Bilim Dalı

    YRD. DOÇ. DR. BARIŞ AKGÜL

  3. Tez No

    575958

    Sağlık kurumlarında markalaşma süreci: Gazi Üniversitesi Sağlık Uygulama ve Araştırma Merkezi Hastanesi örneği

    Branding process in health institutions: Branding process in the Case of Gazi University Health Practice and Research Center Hospital

    SAMET ULUŞAHAN

    Yüksek Lisans

    Türkçe

    Türkçe

    2019

    Sağlık Kurumları Yönetimiİstanbul Üniversitesi-Cerrahpaşa

    Sağlık Yönetimi Ana Bilim Dalı

    DOÇ. DR. SERGÜN KURTOĞLU

  4. Tez No

    544819

    Körfez Ülkeleri İşbirliği Konseyi (Kİk) hastalarının sağlık turizminde hizmet kalitesi algısı ve Türkiye'nin bir sağlık turizm merkezi olarak değerlendirilmesi

    Evaluation of gcc patients` service qualityperception towards medical tourism and Turkey asa medical tourism destination

    ELDİN BULJUBASIC

    Yüksek Lisans

    İngilizce

    İngilizce

    2019

    İşletmeMarmara Üniversitesi

    Üretim Yönetimi ve Pazarlama Ana Bilim Dalı

    PROF. DR. AZİZE MÜGE YALÇIN

  5. Tez No

    66505

    Sayısal haritaların coğrafi bilgi sistemlerinde kullanılması ve kordinat transformasyonu

    The usage of digital maps in geographical information systems and coordinate transformation

    HÜSEYİN KURŞUN

    Yüksek Lisans

    Türkçe

    Türkçe

    1997

    Jeodezi ve Fotogrametriİstanbul Teknik Üniversitesi

    Jeodezi ve Fotogrametri Ana Bilim Dalı

    DOÇ. DR. YUNUS KALKAN

Geri Dön