Research Article
BibTex RIS Cite

Hastaların Demografik Özelliklerine Göre Devlet ve Özel Sağlık Hizmeti Kalitesi Algısı - Kosovalı Hastalar Üzerine Bir Araştırma

Year 2020, Volume: 12 Issue: 4, 15 - 26, 31.12.2020

İbrahim Yalçın , Sadat Uka

Abstract

Sağlık hizmet kalitesi soyut bir hizmet olduğu için diğer sektörlerden farklıdır ve bu nedenle ölçülmesi daha zordur. Bu konuyla ilgili zengin bir literatürün mevcut olmasına rağmen; Kosova gibi gelişmekte olan ülkelerde, hastaların sağlık hizmetleri hakkındaki algılarını ölçmek için herhangi bir akademik araştırma yapılmamıştır. Bu araştırmanın amacı, Kosovalı hastaların kamu ve özel sektördeki sağlık hizmetlerine ilişkin algılarını ölçmek ve bu hizmetlerin hastaların demografik özelliklerine göre nasıl farklılaştığını anlamaktır. Bu amaca ulaşmak için kolayda örneklemesi kullanarak Kosova’da üç devlet ve dört özel Türk hastanelerinde hastalara bir anket uygulanmıştır. Analiz için toplam 204 anket geçerli bulunmuştur. Faktör analizi sonucunda beş faktör elde edilmiştir ve “hastane ortamı ve tetkik hizmetleri”, “hemşireler hizmetleri”, “fiziksel özellikler”, “uygunluk” ve “hekimler hizmetleri” olarak adlandırılmıştır. Bu faktörlerin, hastaların cinsiyet, yaş grupları, meslek, medeni durum ve gelir düzeylerine göre farklılık gösterdiğini ortaya konmuştur.

Keywords

Hizmet Kalitesi Devlet Hastanesi Demoğrafik Özellikler

References

  • Referans1 Andaleeb, S. S. (2000). Public and Private Hospitals in Bangladesh: Service Quality and Predictors of Hospital Choice. Health Policy and Planning, 95-102.
  • Referans2 Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient Satisfaction with Health Services in Bangladesh. Health Policy and Planning, 263-273.
  • Referans3 Anderson, E. A. (1995). Measuring Service Quality at a University Health Clinic. International Journal of Health Care Quality Assurance, 32-37.
  • Referans4 Babakus, E., & Boller, G. W. (1992). An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 253-268.
  • Referans5 Bahrampour, A., & Zolala, F. (2005). Patient Satisfaction and Related Factors in Kerman Hospitals. Eastern Mediterranean Health Journal,, 905-912.
  • Referans6 Boudreaux, E. D., & O’Hea, E. L. (2004). Patient Satisfaction in the Emergency Department: A Review of Literature and Implications for Practice. The Journal of Emergency Medicine, 13-26.
  • Referans7 Chassin, M., & Galwin, R. W. (1999). The Urgent Need to Improve Health Care Quality. JAMA, 1000-1006.
  • Referans8 Clemens, J., Trimborna, M., Weilandb, P., & Amon, B. (2006). Mitigation of Greenhouse Gas Emissions by Anaerobic Digestion of Cattle Slurry. Agriculture, Ecosystems & Environment, 171-177.
  • Referans9 Crowe, R., Gage, H., Hampson, S., Hart, J., Kimber, A., Storey, L., & Thomas, H. (2002). The Measurement of Satisfaction with Healthcare: Implications for Practice From a Systematic Review of the Literature. Health Technology Assessment, 1-244.
  • Referans10 Dey, P. K., Hariharan, S., & Brookes, N. (2006). Managing Healthcare Quality Using Logical Framework Analysis. Managing Service Quality, 203-222.
  • Referans11 Fenton, J. J., Jerant, A. F., Bertakis, K. D., & Franks, P. (2012). The Cost of Satisfaction: A National Study of Patient Satisfaction, Health Care Utilization, Expenditures, and Mortality. Arch Intern Med, 405-411.
  • Referans12 Garvin, D. A. (1984). What Does "Product Quality" Really Means? Sloan Management Review, 25-43.
  • Referans13 Gill, L., & White, L. (2009). A Critical Review of Patient Satisfaction. Leadership in Health Services, 8-19.
  • Referans14 Hall, J. A., Irish, J. T., Roter, D. L., Ehrlich, C. M., & Miller, L. H. (1994). Satisfaction, Gender, and Communication in Medical Visits. Medical Care, 1216-1231.
  • Referans15 Javed, S. A., Liu, S., Mahmoudi, A., & Nawaz, M. (2018). Patients'Satisfaction and Public and Private Sectors' Health Care Service Quality in Pakistan: Application of Grey Decision Analysis Approaches. The International Journal of Health Planning and Management, 168-182.
  • Referans16 Johnson, J. K., & Sollecito, W. A. (2020). McLaughlin and Kaluzny’s Continuous Quality Improvement in Health Care (Fifth Edition b.). USA: Jones & Bartlett Learning.
  • Referans17 Kerr, E. A., Hays, R. D., Mitchinson, A., Lee, M., & Siu, A. L. (1999). The Influence of Gatekeeping and Utilization Review on Patient Satisfaction . Journal of General Internal Medicine, 287-296.
  • Referans18 Korkmaz, S., & Çuhadar, U. (2017). Sağlık Hizmet Kalitesi ve Sağlık Kurumunu Tekrar Tercih Etme Niyeti Arasındaki İlişki: Eğitim ve Araştırma Hastanesi Örneği. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 3(1), 72-87.
  • Referans19 Ladhari, R. (2009). A Review of Twenty Years of SERVQUAL Research. International Journal of Quality and Service Sciences, 172-198.
  • Referans20 Lee, P.-M., Khong, P., & Ghista, D. N. (2006). Impact of Deficient Healthcare Service Quality. Emerald Group Publishing Limited, 563-571.
  • Referans21 Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. Journal of Retailing and Consumer Services, 261-269.
  • Referans22 Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 77-89.
  • Referans23 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.
  • Referans24 Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., . . . Thompson, A. (2006). Predictors of Patient Satisfaction with Hospital Health Care. BMC Health Services Research, 1-9.
  • Referans25 Rahmqvist, M. (2001). Patient Satisfaction in Relation to Age, Health Status and other Background Factors: A Model for Comparisons of Care Units. International Journal for Quality in Health Care, 385-390.
  • Referans26 Ramanujam, P. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management , 177–202.
  • Referans27 Ramsaran-Fowdar, R. R. (2005). Identifying Health Care Quality and Attributes. Journal of Health and Human Services Administration, 428-443.
  • Referans28 Raposo, M. L., Alves, H. M., & Duarte, P. A. (2008). Dimensions of Service Quality and Satisfaction in Healthcare: A Patient’s Satisfaction Index. Service Business, 85-100.
  • Referans29 Schneider, B., & White, S. S. (2004). Service Quality: Research Perspectives. United Kingdom: Sage Publications.
  • Referans30 Siddiqui, N., & Khandaker, S. A. (2007). Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients. Journal of Health, Population and Nutrition, 221-230.
  • Referans31 Tošić, B., Ruso, J., & Filipović, J. (2018). Quality Management in Healthcare: Concepts, Principles and Standards. 3rdInternational Conference on Quality of Life (s. 201-207). Center for Quality, Faculty of Engineering, University of Kragujevac.
  • Referans32 Varinli, İ., & Çakır, A. (2004). izmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki – Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 33-52.
  • Referans33 Wadhwa, S. S. (2002). Customer Satisfaction and Healthcare Delivery Systems: Commentary with Australian Bias. The Internet Journal of Nuclear Medicine, 56-64.
  • Referans34 Weheba, G., Cure, L., & Toy, S. (2018). Perceived Dimensions of Healthcare Quality in Published Research. International Journal of Healthcare Management, 1-8.
  • Referans35 Yağcı, M. İ., & Duman, T. (2006). Hizmet Kalitesi - Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması : Devlet, Özel ve Üniversite Hastaneleri Uygulaması. Doğuş Üniversitesi Dergisi, 218-238.
  • Referans36 Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Service Marketing: Integrating Costumer Focus Accros the Firm. New York: Mc-Graw-Hill.
  • Referans37 Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
  • Referans38 Zerenler, M., & Öğüt, A. (2009). Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 501-519.
  • Referans39 Zineldin, M., Camgoz-Akdag, H., & Vasicheva, V. (2011). Measuring, Evaluating and Improving Hospital Quality Parameters/Dimensions – An Integrated Healthcare Quality Approach. International Journal of Health Care Quality Assurance, 654-662.

Year 2020, Volume: 12 Issue: 4, 15 - 26, 31.12.2020

İbrahim Yalçın , Sadat Uka

Abstract

References

  • Referans1 Andaleeb, S. S. (2000). Public and Private Hospitals in Bangladesh: Service Quality and Predictors of Hospital Choice. Health Policy and Planning, 95-102.
  • Referans2 Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient Satisfaction with Health Services in Bangladesh. Health Policy and Planning, 263-273.
  • Referans3 Anderson, E. A. (1995). Measuring Service Quality at a University Health Clinic. International Journal of Health Care Quality Assurance, 32-37.
  • Referans4 Babakus, E., & Boller, G. W. (1992). An Empirical Assessment of the SERVQUAL Scale. Journal of Business Research, 253-268.
  • Referans5 Bahrampour, A., & Zolala, F. (2005). Patient Satisfaction and Related Factors in Kerman Hospitals. Eastern Mediterranean Health Journal,, 905-912.
  • Referans6 Boudreaux, E. D., & O’Hea, E. L. (2004). Patient Satisfaction in the Emergency Department: A Review of Literature and Implications for Practice. The Journal of Emergency Medicine, 13-26.
  • Referans7 Chassin, M., & Galwin, R. W. (1999). The Urgent Need to Improve Health Care Quality. JAMA, 1000-1006.
  • Referans8 Clemens, J., Trimborna, M., Weilandb, P., & Amon, B. (2006). Mitigation of Greenhouse Gas Emissions by Anaerobic Digestion of Cattle Slurry. Agriculture, Ecosystems & Environment, 171-177.
  • Referans9 Crowe, R., Gage, H., Hampson, S., Hart, J., Kimber, A., Storey, L., & Thomas, H. (2002). The Measurement of Satisfaction with Healthcare: Implications for Practice From a Systematic Review of the Literature. Health Technology Assessment, 1-244.
  • Referans10 Dey, P. K., Hariharan, S., & Brookes, N. (2006). Managing Healthcare Quality Using Logical Framework Analysis. Managing Service Quality, 203-222.
  • Referans11 Fenton, J. J., Jerant, A. F., Bertakis, K. D., & Franks, P. (2012). The Cost of Satisfaction: A National Study of Patient Satisfaction, Health Care Utilization, Expenditures, and Mortality. Arch Intern Med, 405-411.
  • Referans12 Garvin, D. A. (1984). What Does "Product Quality" Really Means? Sloan Management Review, 25-43.
  • Referans13 Gill, L., & White, L. (2009). A Critical Review of Patient Satisfaction. Leadership in Health Services, 8-19.
  • Referans14 Hall, J. A., Irish, J. T., Roter, D. L., Ehrlich, C. M., & Miller, L. H. (1994). Satisfaction, Gender, and Communication in Medical Visits. Medical Care, 1216-1231.
  • Referans15 Javed, S. A., Liu, S., Mahmoudi, A., & Nawaz, M. (2018). Patients'Satisfaction and Public and Private Sectors' Health Care Service Quality in Pakistan: Application of Grey Decision Analysis Approaches. The International Journal of Health Planning and Management, 168-182.
  • Referans16 Johnson, J. K., & Sollecito, W. A. (2020). McLaughlin and Kaluzny’s Continuous Quality Improvement in Health Care (Fifth Edition b.). USA: Jones & Bartlett Learning.
  • Referans17 Kerr, E. A., Hays, R. D., Mitchinson, A., Lee, M., & Siu, A. L. (1999). The Influence of Gatekeeping and Utilization Review on Patient Satisfaction . Journal of General Internal Medicine, 287-296.
  • Referans18 Korkmaz, S., & Çuhadar, U. (2017). Sağlık Hizmet Kalitesi ve Sağlık Kurumunu Tekrar Tercih Etme Niyeti Arasındaki İlişki: Eğitim ve Araştırma Hastanesi Örneği. Uluslararası Sağlık Yönetimi ve Stratejileri Araştırma Dergisi, 3(1), 72-87.
  • Referans19 Ladhari, R. (2009). A Review of Twenty Years of SERVQUAL Research. International Journal of Quality and Service Sciences, 172-198.
  • Referans20 Lee, P.-M., Khong, P., & Ghista, D. N. (2006). Impact of Deficient Healthcare Service Quality. Emerald Group Publishing Limited, 563-571.
  • Referans21 Meesala, A., & Paul, J. (2018). Service Quality, Consumer Satisfaction and Loyalty in Hospitals: Thinking for the Future. Journal of Retailing and Consumer Services, 261-269.
  • Referans22 Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 77-89.
  • Referans23 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.
  • Referans24 Quintana, J. M., González, N., Bilbao, A., Aizpuru, F., Escobar, A., Esteban, C., . . . Thompson, A. (2006). Predictors of Patient Satisfaction with Hospital Health Care. BMC Health Services Research, 1-9.
  • Referans25 Rahmqvist, M. (2001). Patient Satisfaction in Relation to Age, Health Status and other Background Factors: A Model for Comparisons of Care Units. International Journal for Quality in Health Care, 385-390.
  • Referans26 Ramanujam, P. (2011). Service Quality in Health Care Organisations: A Study of Corporate Hospitals in Hyderabad. Journal of Health Management , 177–202.
  • Referans27 Ramsaran-Fowdar, R. R. (2005). Identifying Health Care Quality and Attributes. Journal of Health and Human Services Administration, 428-443.
  • Referans28 Raposo, M. L., Alves, H. M., & Duarte, P. A. (2008). Dimensions of Service Quality and Satisfaction in Healthcare: A Patient’s Satisfaction Index. Service Business, 85-100.
  • Referans29 Schneider, B., & White, S. S. (2004). Service Quality: Research Perspectives. United Kingdom: Sage Publications.
  • Referans30 Siddiqui, N., & Khandaker, S. A. (2007). Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients. Journal of Health, Population and Nutrition, 221-230.
  • Referans31 Tošić, B., Ruso, J., & Filipović, J. (2018). Quality Management in Healthcare: Concepts, Principles and Standards. 3rdInternational Conference on Quality of Life (s. 201-207). Center for Quality, Faculty of Engineering, University of Kragujevac.
  • Referans32 Varinli, İ., & Çakır, A. (2004). izmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki – Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 33-52.
  • Referans33 Wadhwa, S. S. (2002). Customer Satisfaction and Healthcare Delivery Systems: Commentary with Australian Bias. The Internet Journal of Nuclear Medicine, 56-64.
  • Referans34 Weheba, G., Cure, L., & Toy, S. (2018). Perceived Dimensions of Healthcare Quality in Published Research. International Journal of Healthcare Management, 1-8.
  • Referans35 Yağcı, M. İ., & Duman, T. (2006). Hizmet Kalitesi - Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması : Devlet, Özel ve Üniversite Hastaneleri Uygulaması. Doğuş Üniversitesi Dergisi, 218-238.
  • Referans36 Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Service Marketing: Integrating Costumer Focus Accros the Firm. New York: Mc-Graw-Hill.
  • Referans37 Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
  • Referans38 Zerenler, M., & Öğüt, A. (2009). Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği. Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 501-519.
  • Referans39 Zineldin, M., Camgoz-Akdag, H., & Vasicheva, V. (2011). Measuring, Evaluating and Improving Hospital Quality Parameters/Dimensions – An Integrated Healthcare Quality Approach. International Journal of Health Care Quality Assurance, 654-662.
There are 39 citations in total.

Details

Primary Language Turkish
Subjects Political Science, Business Administration
Journal Section Research Article
Authors

İbrahim Yalçın 0000-0001-7203-8030

Sadat Uka 0000-0002-0995-771X

Publication Date December 31, 2020
Published in Issue Year 2020Volume: 12 Issue: 4

Cite

APA Yalçın, İ., & Uka, S. (2020). Hastaların Demografik Özelliklerine Göre Devlet ve Özel Sağlık Hizmeti Kalitesi Algısı - Kosovalı Hastalar Üzerine Bir Araştırma. Aksaray Üniversitesi İktisadi Ve İdari Bilimler Fakültesi Dergisi, 12(4), 15-26.
 Download Cover Image