Sağlık sektöründe hizmet kalitesinin ölçümü: Kosova-Türkiye karşılaştırması
Küçük Resim Yok
Tarih
2020
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Niğde Ömer Halisdemir Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
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. Aynı şekilde memnuniyet düzeyi de özel Türk hastanelerinde daha yüksek bulunmuştur. Araştırmada, hizmet kalitesi unsurlarının hastaneyi tercih nedenlerine ve hastaların bazı demografik özelliklerine göre de farklılık gösterdiği sonucuna ulaşılmıştır.
Health 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. The aim of this study is to make a general evaluation of the service quality offered in public hospitals in Kosovo and private Turkish hospitals. Using the convenient sampling method, a survey has been applied to 204 patients. 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, conformity and doctors 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. Similarly, satisfaction level was higher in private Turkish hospitals. In the study, it was concluded that the service quality factors showed differences in terms of the hospital preferences and to some demographic characteristics of the patients.
Health 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. The aim of this study is to make a general evaluation of the service quality offered in public hospitals in Kosovo and private Turkish hospitals. Using the convenient sampling method, a survey has been applied to 204 patients. 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, conformity and doctors 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. Similarly, satisfaction level was higher in private Turkish hospitals. In the study, it was concluded that the service quality factors showed differences in terms of the hospital preferences and to some demographic characteristics of the patients.
Açıklama
Sosyal Bilimler Enstitüsü, İşletme Ana Bilim Dalı, Yönetim ve Organizasyon Bilim Dalı
Anahtar Kelimeler
İşletme, Business Administration
