Araştırma Makalesi
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SAĞLIK SEKTÖRÜNDE HİZMET KALİTESİNİN ÖLÇÜLMESİ: KOSOVA'DAKİ DEVLET İLE ÖZEL TÜRK HASTANELERİ ARASINDA BİR KARŞILAŞTIRMA

Yıl 2020, Cilt: 13 Sayı: 2, 368 - 384, 31.12.2020
https://doi.org/10.17218/hititsosbil.801342

Öz

Sağlık kalitesi her alanda araştırmacıların dikkatini çeken bir konu olmuştur. Çeşitli yazarlardan farklı tanımlar verilmiştir ve zaman içinde yeni modeller geliştirilmiştir. Sağlık hizmeti kalitesinin ölçümünde en sık kullanılan modeller SERVQUAL ve SERVPERF modelleri olmuştur. Her ne kadar bu modeller kalite ölçümünde faydalı olmuşsa da kimi araştırmacı tarafından da eleştirilmiştir. Bu çalışmanın amacı Kosova devlet hastaneleri ile özel Türk hastanelerinde sunulan hizmet kalitesinin genel bir değerlendirmesini yapmaktır. Kolayda örneklem kullanılarak 204 kişiye uygulanan anket yönteminden faydalanılmıştır. Faktör analizi sonucunda hizmet kalitesini ölçen beş ana unsur elde edilmiştir. Bunlar hastane ortamı ve tetkik hizmetleri, hemşire hizmetleri, fiziksel özellikler, uygunluk ve hekim hizmetleri şeklinde isimlendirilmiştir. Araştırma verilerine uygulanan t-testi sonuçlarından Kosova devlet hastanelerine göre özel Türk hastanelerindeki hizmet kalitesi unsurlarının daha yüksek olduğu bulunmuştur. Sağlık kalite faktörlerinin hasta memnuniyeti üzerinde önemli bir etkisi vardır. Aynı şekilde memnuniyet düzeyi de özel Türk hastanelerinde daha yüksek bulunmuştur.

Kaynakça

  • Referans1 Al-Borie, H. M., & Damanhouri, A. M. (2013). Patients' Satisfaction of Service Quality in Saudi Hospitals: A SERVQUAL Analysis. International Journal of Health Care Quality Assurance, 20-30.
  • Referans2 Altunışık, R., Coşkun, R., Bayraktaroğlu, S., & Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı. Sakarya: Sakarya Yayıncılık.
  • Referans3 Andaleeb, S. S. (2000). Public and Private Hospitals in Bangladesh: Service Quality and Predictors of Hospital Choice. Health Policy and Planning, 95-102.
  • Referans4 Andaleeb, S. S. (2001). Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Social Science & Medicine, 1359–1370.
  • Referans5 Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient Satisfaction with Health Services in Bangladesh. Health Policy and Planning, 263-273.
  • Referans6 Anderson, E. A. (1995). Measuring Service Quality at a University Health Clinic. International Journal of Health Care Quality Assurance, 32-37.
  • Referans7 Arasli, H., Ekiz, E. H., & Katircioglu, S. T. (2008). Gearing Service Quality into Public and Private Hospitals in Small Islands. International Journal of Health Care Quality Assurance, 8-23.
  • Referans8 Badri, M. A., Attia, S., & Ustadi, A. M. (2009). Healthcare Quality and Moderators of Patient Satisfaction: Testing for Causality. International Journal of Health Care Quality Assurance, 382-410.
  • Referans9 Boran, S. (2008). Toplam Kalite Yönetimi. Sakarya, Türkiye.
  • Referans10 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.
  • Referans11 Bowers, M., Swan, J., & Koehler, W. (1994). What Attributes Determine Quality and Satisfaction with Health Care Delivery? Health Care Management Review, 49-55.
  • Referans12 Brody, D. S., Miller, S. M., Lerman, C. E., Smith, D. G., Lazaro, C. G., & Blum, M. J. (1989). The Relationship between Patients’ Satisfaction with Their Physicians and Perceptions about Interventions They Desired and Received. Medical Care, 10271035.
  • Referans13 Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing, 8-32.
  • Referans14 Carman, J. M. (1990). Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing.
  • Referans15 Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 55-68.
  • Referans16 Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 123-142.
  • Referans17 Devellis, R. F. (1991). Scale Development: Theory and Applications. Newbury Park: Sage Publications.
  • Referans18Donabedian, A. (1980). The Definition of Quality and Approaches to its Assessment. Ann Arbor: Michigan Health Administration Press.
  • Referans19 Duku, S. K., Nketiah-Amponsah, E., Janssens, W., & Pradhan, M. (2018). Perceptions of Healthcare Quality in Ghana: Does Health Insurance Status Matter? Plos One, 117.
  • Referans20 Elliot, K. M. (1994). SERVPERF Versus SERVQUAL: A Marketing Management Dilemma When Assesing Service Quality. The Journal of Marketing Management, 56-61.
  • Referans21 Gefen, D. (2002). Customer Loyalty in E-Commerce. Journal of the Association for Information Systems, 27-51.
  • Referans22 Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 36-44.
  • Referans23 Grönroos, C. (1988). Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 10.
  • Referans24 Grönroos, C. (2001). The Perceived Service Quality Concept – A Mistake? Managing Service Quality: An International Journal, 150-152.
  • Referans25 Hamson, N., & Zuckerman, A. (2002). Managing Quality. United Kingdom: Capstone Publishing.
  • Referans26 Irfan, S. M., & Ijaz, A. (2011). Comparison of Service Quality Between Private and Public Hospitals: Empirical Evidences from Pakistan. Journal of Quality and Technology Management, 1 ‐ 22.
  • Referans27 Johann, M. (2015). Services Marketing. Warsaw: Warsaw School of Economics.
  • Referans28 Kalaycı, Ş. (2014). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asıl Yayın Dağıtım Ltd. Şti.
  • Referans29 Kravitz, R. L., Bell, R. A., Azari, R., Krupat, E., Kelly-Reif, S., & Thom, D. (2002). Request Fulfillment in Office Practice: Antecedents and Relationship to Outcomes. Medical Care, 38-51.
  • Referans30 Kravitz, R. L., Cope, D. W., Bhrany, V., & Leake, B. (1994). Internal Medicine Patients’ Expectations for Care During Office Visits. Journal of General Internal Medicine, 75-81.
  • Referans31 Lee, P.-M., Khong, P., & Ghista, D. N. (2006). Impact of Deficient Healthcare Service Quality. Emerald Group Publishing Limited, 563-571.
  • Referans32 Leffler, K. B. (1982). Ambiguous Changes in Product Quality. The American Economic, 956-967.
  • Referans33 Lim, P. C., & Tang, N. K. (2000). A Study of Patients' Expectations and Satisfaction in Singapore Hospitals. International Journal of Health Care Quality Assurance, 290-299.
  • Referans34 Linn, M. W., Linn, B. S., & Stein, S. R. (1982). Satisfaction with Ambulatory Care and Compliance in Older Patients. Medical Care, 606-614.
  • Referans35 Lovelock, C. H., & Wright, L. K. (1999). Principles of Service Marketing and Management. Upper Saddle River, NJ: Prentice Hall.
  • Referans36 McAlexander, J., Kaldenburg, D. O., & Koenig, H. F. (1994). Service Quality Measurement. Journal of Health Care Marketing, 34-40.
  • Referans37 McDougall, G. H., & Levesque, T. J. (1995). A Revised View of Service Quality Dimensions. Journal of Professional Services Marketing, 189-210.
  • Referans38 Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 77-89.
  • Referans39 Muhondwa, E., Leshabari, M., Mwangu, M., Mbembati, N., & Ezekiel, M. J. (2008). Patient Satisfaction at the Muhimbili National Hospital in Dar Es Salaam, Tanzania. East African Journal of Public Health, 67-73.
  • Referans40 OECD. (2000). The Service Economy. Paris: OECD.
  • Referans41 Owusu‐Frimpong, N., Nwankwo, S., & Dason, B. (2010). Measuring Service Quality and Patient Satisfaction with Access to Public and Private Healthcare Delivery. International Journal of Public Sector Management, 203-220.
  • Referans42 Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service Quality and its Impact on Customer Satisfaction in Indian Hospitals: Perspectives of Patients and their Attendants. Benchmarking: An International Journal, 807-841.
  • Referans43 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 41-50.
  • Referans44 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.
  • Referans45 Rathmel, J. M. (1966). What Is Meant by Services?. Journal of Marketing, 32-36.
  • Referans46 Rod, M., & Ashill, N. J. (2010). Management Commitment to Service Quality and Service Recovery Performance. International Journal of Pharmaceutical and Healthcare Marketing, 84-103.
  • Referans47 Saleh, F., & Ryan, C. (1991). Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model. The Service Industries Journal, 324-345.
  • Referans48 Sayım, F., & Aydın, V. (2011). Hizmet Sektörü Özellikleri ve Sistematik Olmayan Risklerin Sektör Menkul Kıymetleri ile Etkileşimine Dair Teorik Bir Çalışma. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 245-262.
  • Referans49 Singh, P. (2013). Comparison of Service Quality between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm, 37-46.
  • Referans50 Taner, T., & Antony, J. (2006). Comparing Public and Private Hospital Care Service Quality in Turkey. Leadership in Health Services, 1-10.
  • Referans51 Tengilimoglu, D., Kisa, A., & Dziegielewski, S. F. (1999). Patient Satisfaction in Turkey: Differences between Public and Private Hospitals. Journal of Community Health, 73-91.
  • Referans52 Varinli, İ., & Çakır, A. (2004). Hizmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki – Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 33-52.
  • Referans53 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.
  • Referans54 Yeşilada, F., & Direktör, E. (2010). Health Care Service Quality: A Comparison of Public and Private Hospitals. African Journal of Business Management, 962-971.
  • Referans55 Zamil, A. M., Areiqat, A. Y., & Tailakh, W. (2012). The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study. International Journal of Marketing Studies, 123-137.
  • Referans56 Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 1-12
  • Referans57 Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
  • Referans58 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.
  • Referans59 Begolli, I., & Arënliu-Qosaj, F. (2011). Si ta Mjekojmë Mjekësinë?, Prishtina: Forumi 2015.

MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO

Yıl 2020, Cilt: 13 Sayı: 2, 368 - 384, 31.12.2020
https://doi.org/10.17218/hititsosbil.801342

Öz

Healthcare quality has been subject of attention of researchers in every field. Different definitions have been given from different authors and new models have been developed over time. SERVQUAL and SERVPERF models were the most frequently used models for measuring health service quality. Although these models were shown successful in measuring quality, they have been criticized from many researchers. Therefore, it is necessary to make an overall view of healthcare quality factors. The aim of this study is to make a general evaluation of the service quality offered in public hospitals and private Turkish hospitals in Kosovo. Using the convenient sampling method, 204 surveys were found valuable. As a result of factor analysis, five main factors that measure service quality have been obtained and are named as hospital environment and examination services, nurses services, physical characteristics, convenience and medical services. According to the results of the t-test applied to the research data, it was found that service quality components were higher in private Turkish hospitals compared to the Kosovo public hospitals. Healthcare quality factors have an important impact on patient satisfaction. Patient satisfaction level is higher in private hospitals rather in public hospitals.

Kaynakça

  • Referans1 Al-Borie, H. M., & Damanhouri, A. M. (2013). Patients' Satisfaction of Service Quality in Saudi Hospitals: A SERVQUAL Analysis. International Journal of Health Care Quality Assurance, 20-30.
  • Referans2 Altunışık, R., Coşkun, R., Bayraktaroğlu, S., & Yıldırım, E. (2012). Sosyal Bilimlerde Araştırma Yöntemleri SPSS Uygulamalı. Sakarya: Sakarya Yayıncılık.
  • Referans3 Andaleeb, S. S. (2000). Public and Private Hospitals in Bangladesh: Service Quality and Predictors of Hospital Choice. Health Policy and Planning, 95-102.
  • Referans4 Andaleeb, S. S. (2001). Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Social Science & Medicine, 1359–1370.
  • Referans5 Andaleeb, S. S., Siddiqui, N., & Khandakar, S. (2007). Patient Satisfaction with Health Services in Bangladesh. Health Policy and Planning, 263-273.
  • Referans6 Anderson, E. A. (1995). Measuring Service Quality at a University Health Clinic. International Journal of Health Care Quality Assurance, 32-37.
  • Referans7 Arasli, H., Ekiz, E. H., & Katircioglu, S. T. (2008). Gearing Service Quality into Public and Private Hospitals in Small Islands. International Journal of Health Care Quality Assurance, 8-23.
  • Referans8 Badri, M. A., Attia, S., & Ustadi, A. M. (2009). Healthcare Quality and Moderators of Patient Satisfaction: Testing for Causality. International Journal of Health Care Quality Assurance, 382-410.
  • Referans9 Boran, S. (2008). Toplam Kalite Yönetimi. Sakarya, Türkiye.
  • Referans10 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.
  • Referans11 Bowers, M., Swan, J., & Koehler, W. (1994). What Attributes Determine Quality and Satisfaction with Health Care Delivery? Health Care Management Review, 49-55.
  • Referans12 Brody, D. S., Miller, S. M., Lerman, C. E., Smith, D. G., Lazaro, C. G., & Blum, M. J. (1989). The Relationship between Patients’ Satisfaction with Their Physicians and Perceptions about Interventions They Desired and Received. Medical Care, 10271035.
  • Referans13 Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing, 8-32.
  • Referans14 Carman, J. M. (1990). Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing.
  • Referans15 Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 55-68.
  • Referans16 Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 123-142.
  • Referans17 Devellis, R. F. (1991). Scale Development: Theory and Applications. Newbury Park: Sage Publications.
  • Referans18Donabedian, A. (1980). The Definition of Quality and Approaches to its Assessment. Ann Arbor: Michigan Health Administration Press.
  • Referans19 Duku, S. K., Nketiah-Amponsah, E., Janssens, W., & Pradhan, M. (2018). Perceptions of Healthcare Quality in Ghana: Does Health Insurance Status Matter? Plos One, 117.
  • Referans20 Elliot, K. M. (1994). SERVPERF Versus SERVQUAL: A Marketing Management Dilemma When Assesing Service Quality. The Journal of Marketing Management, 56-61.
  • Referans21 Gefen, D. (2002). Customer Loyalty in E-Commerce. Journal of the Association for Information Systems, 27-51.
  • Referans22 Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 36-44.
  • Referans23 Grönroos, C. (1988). Service Quality: The Six Criteria of Good Perceived Service Quality. Review of Business, 10.
  • Referans24 Grönroos, C. (2001). The Perceived Service Quality Concept – A Mistake? Managing Service Quality: An International Journal, 150-152.
  • Referans25 Hamson, N., & Zuckerman, A. (2002). Managing Quality. United Kingdom: Capstone Publishing.
  • Referans26 Irfan, S. M., & Ijaz, A. (2011). Comparison of Service Quality Between Private and Public Hospitals: Empirical Evidences from Pakistan. Journal of Quality and Technology Management, 1 ‐ 22.
  • Referans27 Johann, M. (2015). Services Marketing. Warsaw: Warsaw School of Economics.
  • Referans28 Kalaycı, Ş. (2014). SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri. Ankara: Asıl Yayın Dağıtım Ltd. Şti.
  • Referans29 Kravitz, R. L., Bell, R. A., Azari, R., Krupat, E., Kelly-Reif, S., & Thom, D. (2002). Request Fulfillment in Office Practice: Antecedents and Relationship to Outcomes. Medical Care, 38-51.
  • Referans30 Kravitz, R. L., Cope, D. W., Bhrany, V., & Leake, B. (1994). Internal Medicine Patients’ Expectations for Care During Office Visits. Journal of General Internal Medicine, 75-81.
  • Referans31 Lee, P.-M., Khong, P., & Ghista, D. N. (2006). Impact of Deficient Healthcare Service Quality. Emerald Group Publishing Limited, 563-571.
  • Referans32 Leffler, K. B. (1982). Ambiguous Changes in Product Quality. The American Economic, 956-967.
  • Referans33 Lim, P. C., & Tang, N. K. (2000). A Study of Patients' Expectations and Satisfaction in Singapore Hospitals. International Journal of Health Care Quality Assurance, 290-299.
  • Referans34 Linn, M. W., Linn, B. S., & Stein, S. R. (1982). Satisfaction with Ambulatory Care and Compliance in Older Patients. Medical Care, 606-614.
  • Referans35 Lovelock, C. H., & Wright, L. K. (1999). Principles of Service Marketing and Management. Upper Saddle River, NJ: Prentice Hall.
  • Referans36 McAlexander, J., Kaldenburg, D. O., & Koenig, H. F. (1994). Service Quality Measurement. Journal of Health Care Marketing, 34-40.
  • Referans37 McDougall, G. H., & Levesque, T. J. (1995). A Revised View of Service Quality Dimensions. Journal of Professional Services Marketing, 189-210.
  • Referans38 Mosadeghrad, A. M. (2014). Factors Influencing Healthcare Service Quality. International Journal of Health Policy and Management, 77-89.
  • Referans39 Muhondwa, E., Leshabari, M., Mwangu, M., Mbembati, N., & Ezekiel, M. J. (2008). Patient Satisfaction at the Muhimbili National Hospital in Dar Es Salaam, Tanzania. East African Journal of Public Health, 67-73.
  • Referans40 OECD. (2000). The Service Economy. Paris: OECD.
  • Referans41 Owusu‐Frimpong, N., Nwankwo, S., & Dason, B. (2010). Measuring Service Quality and Patient Satisfaction with Access to Public and Private Healthcare Delivery. International Journal of Public Sector Management, 203-220.
  • Referans42 Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service Quality and its Impact on Customer Satisfaction in Indian Hospitals: Perspectives of Patients and their Attendants. Benchmarking: An International Journal, 807-841.
  • Referans43 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 41-50.
  • Referans44 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.
  • Referans45 Rathmel, J. M. (1966). What Is Meant by Services?. Journal of Marketing, 32-36.
  • Referans46 Rod, M., & Ashill, N. J. (2010). Management Commitment to Service Quality and Service Recovery Performance. International Journal of Pharmaceutical and Healthcare Marketing, 84-103.
  • Referans47 Saleh, F., & Ryan, C. (1991). Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model. The Service Industries Journal, 324-345.
  • Referans48 Sayım, F., & Aydın, V. (2011). Hizmet Sektörü Özellikleri ve Sistematik Olmayan Risklerin Sektör Menkul Kıymetleri ile Etkileşimine Dair Teorik Bir Çalışma. Dumlupınar Üniversitesi Sosyal Bilimler Dergisi, 245-262.
  • Referans49 Singh, P. (2013). Comparison of Service Quality between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm, 37-46.
  • Referans50 Taner, T., & Antony, J. (2006). Comparing Public and Private Hospital Care Service Quality in Turkey. Leadership in Health Services, 1-10.
  • Referans51 Tengilimoglu, D., Kisa, A., & Dziegielewski, S. F. (1999). Patient Satisfaction in Turkey: Differences between Public and Private Hospitals. Journal of Community Health, 73-91.
  • Referans52 Varinli, İ., & Çakır, A. (2004). Hizmet Kalitesi, Değer, Hasta Tatmini ve Davranışsal Niyetler Arasındaki İlişki – Kayseri’de Poliklinik Hastalarına Yönelik Bir Araştırma. Erciyes Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 33-52.
  • Referans53 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.
  • Referans54 Yeşilada, F., & Direktör, E. (2010). Health Care Service Quality: A Comparison of Public and Private Hospitals. African Journal of Business Management, 962-971.
  • Referans55 Zamil, A. M., Areiqat, A. Y., & Tailakh, W. (2012). The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study. International Journal of Marketing Studies, 123-137.
  • Referans56 Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The Nature and Determinants of Customer Expectations of Service. Journal of the Academy of Marketing Science, 1-12
  • Referans57 Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.
  • Referans58 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.
  • Referans59 Begolli, I., & Arënliu-Qosaj, F. (2011). Si ta Mjekojmë Mjekësinë?, Prishtina: Forumi 2015.
Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Bölüm Makaleler
Yazarlar

İbrahim Yalçın 0000-0001-7203-8030

Sadat Uka 0000-0002-0995-771X

Yayımlanma Tarihi 31 Aralık 2020
Yayımlandığı Sayı Yıl 2020 Cilt: 13 Sayı: 2

Kaynak Göster

APA Yalçın, İ., & Uka, S. (2020). MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13(2), 368-384. https://doi.org/10.17218/hititsosbil.801342
AMA Yalçın İ, Uka S. MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO. hititsosbil. Aralık 2020;13(2):368-384. doi:10.17218/hititsosbil.801342
Chicago Yalçın, İbrahim, ve Sadat Uka. “MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO”. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 13, sy. 2 (Aralık 2020): 368-84. https://doi.org/10.17218/hititsosbil.801342.
EndNote Yalçın İ, Uka S (01 Aralık 2020) MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 13 2 368–384.
IEEE İ. Yalçın ve S. Uka, “MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO”, hititsosbil, c. 13, sy. 2, ss. 368–384, 2020, doi: 10.17218/hititsosbil.801342.
ISNAD Yalçın, İbrahim - Uka, Sadat. “MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO”. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 13/2 (Aralık 2020), 368-384. https://doi.org/10.17218/hititsosbil.801342.
JAMA Yalçın İ, Uka S. MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO. hititsosbil. 2020;13:368–384.
MLA Yalçın, İbrahim ve Sadat Uka. “MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO”. Hitit Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, c. 13, sy. 2, 2020, ss. 368-84, doi:10.17218/hititsosbil.801342.
Vancouver Yalçın İ, Uka S. MEASUREMENT OF SERVICE QUALITY IN HEALTH SECTOR: A COMPARISON BETWEEN PUBLIC AND TURKISH PRIVATE HOSPITALS IN KOSOVO. hititsosbil. 2020;13(2):368-84.