The Relationships between Service Quality, Patient Satisfaction and Preference in Public and Private Hospitals in Turkey: A Comparative Study

Basit Öğe Kaydı
dc.authorid0000-0002-9502-9935
dc.contributor.authorDemirer, Omur
dc.contributor.authorBulbul, Hasan
dc.date.accessioned2019-08-01T13:38:39Z
dc.date.available2019-08-01T13:38:39Z
dc.date.issued2014
dc.departmentNiğde ÖHÜ
dc.description.abstractThis study comparatively explores the suitability of SERVQUAL and the relationship between perceived service quality, patient satisfaction, and patient preference (intent to revisit the hospital) for the public and private hospitals in Turkey. The results of exploratory and confirmatory factor analysis indicated that SERVQUAL is a valid and reliable instrument to measure health care service quality in Turkey. However, the dimensions of SERVQUAL are not confirmed. Public hospitals' quality is composed of two dimensions (i. reliability-tangibility and ii. responsiveness-assurance-empathy); private hospitals' quality is composed of three dimensions (i. reliability-assurance, ii. tangibility and iii. empathy). Structural equation analysis showed that perceived service quality has a significant positive impact on patient satisfaction and patient satisfaction has a significant positive impact on patient preference both in public and private hospitals. On the other hand, perceived service quality directly affects patient preference in public hospitals while the same effect is indirect thanks to patient satisfaction in private hospitals.
dc.identifier.endpage119
dc.identifier.issn1300-1795
dc.identifier.issue2
dc.identifier.startpage95
dc.identifier.urihttps://hdl.handle.net/11480/4163
dc.identifier.volume47
dc.identifier.wosWOS:000341346000004
dc.identifier.wosqualityQ4
dc.indekslendigikaynakWeb of Science
dc.institutionauthor[0-Belirlenecek]
dc.language.isotr
dc.publisherTURKIYE ORTA DOGU AMME IDARESI ENSTITUSU
dc.relation.ispartofAMME IDARESI DERGISI
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectSERVQUAL
dc.subjectservice quality
dc.subjectpatient satisfaction
dc.subjectstructural equation modeling
dc.titleThe Relationships between Service Quality, Patient Satisfaction and Preference in Public and Private Hospitals in Turkey: A Comparative Study
dc.typeArticle

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