Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri

Öz İşletmeler, müşterilerinin kendilerini tercih etmesini vebu tercihin uzun süre devam etmesini isterler. Bu tercihişletmenin riskini azalttığı gibi, karlılıkları üzerindede olumlu etkiye sahiptir. Benzer şekilde, tüketiciler dealgıladıkları riski düşürebilmek için beklentilerine karşılıkveren işletmeleri ve markaları tercih ederler. Bazıdurumlarda da ürün veya hizmetlerin niteliğine göre,belirli düzeylerde daha yüksek fiyat ödemeyi kabulederler. Bu çalışma ilk olarak tüketicilerin daha fazlaödeme eğilimlerini ve bu eğilimin belirleyicileri olarakhizmet kalitesi, tatmin ve güven unsurlarını teorik olarakincelemektedir. Sonrasında söz konusu faktörler iledaha fazla ödeme eğilimi ilişkilendirilmekte ve hipotezleroluşturulmaktadır. Teorik altyapı, sağlık hizmetleriile de ilişkilendirilmekte ve sağlık hizmetlerinin ayrıdinamikleri ortaya konulmaktadır. Araştırma modelininanalizinde veriler kolayda örneklem yöntemiylebelirlenmiş örneklemden anket yöntemi ile toplanmıştır.Sadece Sosyal Güvenlik Kurumu’na mensup, 437 cevaplayıcıdanelde edilen verilerle model, yapısal eşitlikmodellemesiyle analiz edilmiş ve belirleyicilerin etkileriölçülmüştür. Çalışmada ayrıca özel hastane ve devlethastanesi tercihinin düzenleyici etkisi ortaya konulmaktadır.Araştırma bulguları, hizmet kalitesi, tatmin vegüvenin yüksek olmasının, sağlık hizmetleri talep edentüketicilerin daha fazla ödeme eğilimini olumlu şekildeetkilediğini göstermektedir. Ayrıca, hastaların özel veyadevlet hastanesi seçiminin, model kapsamındaki ilişkilerarasında düzenleyici etkisi olduğu ortaya çıkmıştır.
Anahtar Kelimeler:

Daha Fazla Ödeme Eğilimi

___

  • Adjei, M. T., Clark, M. N. (2010). Relationship Mar- keting in A B2C Context: The Moderating Role of Personality Traits. Journal of Retailing and Consu- mer Services, 17, 73-79.
  • Akbar, M., Parvez, N. (2009), Impact of Service Qu- ality, Trust, and Customer Satisfaction on Custo- mers Loyalty. ABAC Journal, 29 (1), 24-38.
  • Alhabeeb, M. J. (2007). On Consumer Trust and Pro- duct Loyalty. International Journal of Consumer Studies. 31 (6), 609-612.
  • Altay, A. (2007). Sağlık Hizmetlerinin Sunumunda Yeni Açılımlar ve Türkiye Açısından Değerlendiril- mesi. Sayıştay Dergisi, 64, Ocak-Mart.
  • Andaleeb, S. S. (2000). Service Quality in Public and Private Hospitals in Urban Bangladesh: A Compa- rative Study. Health Policy, 53, 25-37.
  • Andaleeb, S. S. (2001). Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Social Science & Medicine, 52, 1359-1370.
  • Anderson, E. W. (1996). Customer Satisfaction and Price Tolerance. Marketing Letters, 7 (3), 265-74.
  • Athanassopoulos, A. D. (2000). Customer Satisfaction Cues to Support Market Segmentation and Explain Switching Behavior. Journal of Business Research, 47, 191-207.
  • Bagozzi, R. P., Yi, Y. (1988). On the Evaluation of Struc- tural Equation Models. Journal of the Academy of Marketing Science, 16 (1), 74-95.
  • Baji, P., Pavlova, M., Gulácsi, L., Groot, W. (2012). Pre- ferences of Hungarian Consumers for Quality, Ac- cess and Price Attributes of Health Care Services Result of a Discrete Choice Experiment. Society and Economy, 34 (2), 293-311.
  • Baker, D. A., Crompton, J. L. (2000). Quality, Satisfac- tion and Behavioral Intentions. Annals of Tourism Research, 27 (3), 785-804.
  • Bartlett, H. P., Phillips, D. R. (1996). Policy Issues in the Private Health Sector: Examples from Long- Term Care in the U.K. Social Science & Medicine, 43 (5), 731-737.
  • Blanchard, C. G., Labrecque, M. S., Ruckdeschel, J. C., Blanchard, E. B. (1990). Physician Behaviors, Patient Perceptions, and Patient Characteristics as Predictors of Satisfaction of Hospitalized Adult Cancer Patients. Cancer, 65 (1), 186-92.
  • Bloemer, J., de Ruyter, K., Wetzels, M. (1999). Linking Perceived Service Quality and Service Loyalty: A Multi-Dimensional Perspective. European Journal of Marketing, 33, 1082-1106.
  • Bolton, R. N., Lemon, K. N. (1999). A Dynamic Model of Customers’ Usage of Services: Usage as an Ante- cedent and Consequence of Satisfaction. Journal of Marketing Research. 36 (May), 171-186.
  • Boulding, W., Kalra, A., Staelin, R., Zeithaml, V. (1993). A Dynamic Process Model of Service Qu- ality: Form Expectations to Behavioral Intentions. Journal of Marketing Research, 30, 7-27.
  • Bowers, M. R., Swan, J. E., Koehler, W. (1994). What Attributes Determine Quality and Satisfaction with Health Care Delivery. Health Care Manage- ment Review, 19 (4), 49-55.
  • Brady, M. K., Cronin, J. J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65 (July), 34-49.
  • Brady, M. K., Knight, G. A., Cronin, J. J., Tomas, G., Hult, M., Keillor, B. D. (2005). Removing the Con- textual Lens: A Multinational, Multi-Setting Com- parison of Service Evaluation Models. Journal of Retailing, 81 (3), 215-230.
  • Brown, S. W., Swartz, T. A. (1989). A Gap Analysis of Professional Service Quality. Journal of Marketing, 53 (2), 92-98.
  • Buchanan, A.E. (2000). Trust in Managed Care Orga- nizations. Kennedy Institute of Ethics Journal, 10 (3), 189-212.
  • Caceres, R. C., Paparoidamis, N. G. (2007). Service Quality, Relationship Satisfaction, Trust, Commit- ment and Business-to-Business Loyalty. European Journal of Marketing, 41 (7/8), 836-867.
  • Carman, J. M. (2000). Patient Perceptions of Service Quality: Combining the Dimensions. Journal of Services Marketing, 14 (4), 337-352.
  • Chaudhuri, A., Holbrook, M. B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Jo- urnal of Marketing, 65 (2), 81-93.
  • Chiou, J. S., Droge, C. (2006). Service Quality, Trust, Specific Asset Investment, and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Fra- mework. Journal of the Academy of Marketing Sci- ence, 34 (4), 613-627.
  • Choi, K. S., Cho, W. H., Lee, S. L., Lee, H., Kim, C. (2004). The Relationships Among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study. Jour- nal of Business Research, 57, 913-921.
  • Cronin, J. J., Brady, M. K., Brand, R. R., Hightower, R., Shemwell, D. J. (1997). A Cross-Sectional Test of the Effect and Conceptualization of Service Value. The Journal of Services Marketing, 11 (6), 375-391.
  • Cronin, J. J., Brady, M. K., Hult, M. (2000). Assessing the Effects of Quality, Value and Customer Satisfac- tion on Consumer Behavioral Intentions in Service Encounters. Journal of Retailing, 76 (2), 193-218.
  • Cronin, J. J., Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68.
  • Dabholkar, P., Thorpe, D. I., Rentz, J. O. (1996). A Me- asure of Service Quality for Retail Stores. Journal of the Academy of Marketing Science, 24 (Winter), 3-16.
  • Delgado-Ballester, E., Munuera-Aleman, J. L. (2001). Brand Trust in the Context of Consumer Loyalty. European Journal of Marketing, 35 (11/12), 1238- 1258.
  • Deniz, M. H., Hobikoğlu, E. H. (2011). Türkiye’de “Değere Bağlı Sağlık Sistemi” Temelinde Kamu ve Özel Sektör Açısından Algılanan Hizmet Kalitesi. International Conference on Eurasian Economies, 12-14 October 2011 – Bishkek, KYRGYZSTAN.
  • Doney, P. M., Cannon, J. P. (1997). An Examination of the Nature of Trust in Buyer-Seller Relationships. Journal of Marketing, 61 (2), 35-51.
  • Dufrene, R. L. (2000). An Evaluation of a Patient Satis- faction Survey: Validity and Reliability. Evaluation and Program Planning, 23, 293-300.
  • Dölarslan, E. Ş. (2012). Seçim Seti Teorisi Çerçevesin- de Tüketici Satın Alma Karar Süreci. Eskişehir Os- mangazi Üniversitesi İİBF Dergisi, 7 (1), 7-37.
  • Dursun, Y., Çerçi, M. (2004). Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davra- nışsal Niyet İlişkileri Üzerine Bir Araştırma. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Der- gisi, 23 (Temmuz-Aralık), 1-16.
  • Eisingerich, A. B., Bell, S. J. (2008). Perceived Servi- ce Quality and Customer Trust: Does Enhancing Customers’ Service Knowledge Matter? Journal of Service Research, 10 (3), 256-268.
  • Evanschitzky, H., Wunderlich, M. (2006). An Exami- nation of Moderator Effects in the Four-Stage Lo- yalty Model. Journal of Service Research, 8, 330-345.
  • Fornell, C., Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18 (1), 39-50.
  • Francis, J.E. (2007). Internet Retailing Quality: One Size Does Not Fit All, Managing Service Quality,17 (3), 341-55.
  • Garbarino, E., Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63 (2), 70-87.
  • Gilson, L. (2003).Trust and the Development of Health Care as a Social Institution. Social Science & Medi- cine, 56, 1453-1468.
  • Goold, S. D., Klipp, G. (2002). Managed Care Mem- bers Talk About Trust. Social Science & Medicine, 54, 879-888.
  • Gotlieb, J. B., Grewal, D., Brown, S. W. (1994). Consu- mer Satisfaction and Perceived Quality: Comple- mentary or Divergent Constructs? Journal of App- lied Psychology, 79 (6), 875-885.
  • Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications, European Journal of Mar- keting, 18 (4), 36-44.
  • Günaydın, D. (2011). Sağlık Hizmetlerinde Küresel Reform Yaklaşımları. Sosyal Siyaset Konferansları Dergisi, 60 (1), 323-365.
  • Hair, J.F., Anderson, R. E., Tatham, R. L., Black, W. C. (1998). Multivariate Data Analysis. Prentice-Hall, New Jersey, USA.
  • Hall, M. A., Dugan, E., Zheng, B., Mishra, A. K. (2001). Trust in Physicians and Medical Institutions: What is it, Can it Be Measured, and Does it Matter? Mil- bank Quarterly, (4), 613-639.
  • Harris, L. C., Goode, M. M. H. (2004). The Four Levels of Loyalty and the Pivotal Role of Trust: A Study of Online Service Dynamics. Journal of Retailing, 80, 139-158.
  • Hau, L. N., Thuy, P. N. (2011). Impact of Service Perso- nal Values on Service Value and Customer Loyalty: A Cross-Service Industry Study. Service Business, 3, 293-307.
  • Homburg, C., Giering, A. (2001). Personal Characte- ristics as Moderators of the Relationship Between Customer Satisfaction and Loyalty: An Empirical Analysis. Psychological Marketing, 18 (1), 43-66.
  • Homburg, C., Koschate, N., Hoyer, W. D. (2005). Do Sa- tisfied Customers Really Pay More?: A Study of the Relationship Between Customer Satisfaction and Willingness to Pay. Journal of Marketing, 69 (2), 84-96.
  • Hong, S., Malik, M. L., Lee, M. K. (2003). Testing Con- figural, Metric, Scalar, and Latent Mean Invarian- ce Across Genders in Sociotropy and Autonomy Using a Non-Western Sample. Educational and Psychological Measurement, 63 (4), 636-654.
  • Hopkins, A. (1990). Measuring the Quality of Medical Care. Royal College of Physicians, London.
  • Hupcey, J. E., Miller, J. (2006). Community Dwelling Adults’ Perception of Interpersonal Trust vs. Trust in Health Care Providers. Journal of Clinical Nur- sing, 15 (9), 1132-1139.
  • Hutchinson, J., Lai, F., Wang, Y. (2009). Understanding the Relationships of Quality, Value, Equity, Satis- faction and Behavioral Intentions Among Golf Travelers. Tourism Management, 30, 298-308.
  • Ibáñez, V. A., Hartmann, P., Calvo, P. Z. (2006). Ante- cedents of Customer Loyalty in Residential Energy Markets: Service Quality, Satisfaction, Trust and Switching Costs, The Service Industries Journal, 26 (6), 633-650.
  • Jacoby, J., Kyner, D. B. (1973). Brand Loyalty Versus Repeat Purchasing. Journal of Marketing Research, 10 (February), 1-9.
  • Johnson, D., Grayson, K. (2005). Cognitive and Affec- tive Trust in Service Relationships. Journal of Busi- ness Research, 58, 500-507.
  • Kalish, S., Nelson, P. (1991). A Comparison of Ran- king, Rating and Reservation Price Measurement in Conjoint Analysis. Marketing Letters, 2 (4), 327- 335.
  • Kassim, N., Abdullah, N. A. (2010). The Effect of Per- ceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty, in E-Commerce Settings: A Cross Cultural Analysis. Asia Pacific Jo- urnal of Marketing and Logistics, 22 (3), 351-371.
  • Kao, A. C., Green, D. C., Zaslavsky, A. M., Koplan, J. P., Cleary, P. D. (1998). The Relationship Between Method of Physician Payment and Patient Trust. The Journal of American Medical Association, 280 (19), 1708-1714.
  • Kim, S. S., Kaplowitz, S., Johnston, M. V. (2004). The Ef- fects of Physician Empathy on Patient Satisfaction and Compliance. Evaluation & The Health Professi- ons, 27 (3), 237-251.
  • Kohli, R., Mahajan, V. (1991). A Reservation-Price Model for Optimal Pricing of Multiattribute Pro- ducts in Conjoint Analysis. Journal of Marketing Research, 28 (3), 347-354.
  • Kraetschmer, N., Sharpe, N., Urowitz, S., Deber, R. B. (2004). How Does Trust Affect Patient Preferences for Participation in Decision-Making? Health Ex- pectations, 7, 317-326.
  • Krishna, A. (1991). Effect of Dealing Patterns on Con- sumer Perceptions of Deal Frequency and Willing- ness to Pay. Journal of Marketing Research, 28 (4), 441-451.
  • Kucukarslan, S. N., Nadkarni, A. (2008). Evaluating Medication-Related Services in a Hospital Setting Using the Disconfirmation of Expectations Model of Satisfaction. Research in Social and Administrati- ve Pharmacy, 4, 12-22.
  • Li, H. H. (2011). Gender Differences in the Linkage of Online Patronage Behaviour with TV-and-Online Shopping Values. Service Business, 5, 295-312.
  • Linder-Pelz, S. (1982). Toward a Theory of Patient Sa- tisfaction. Social Science & Medicine, 16 (5), 577- 582.
  • Loiacono, E. T., Watson, R. T., Goodhue, D. L. (2002). WebQual: A Measure of Web Site Quality, in, Pro- ceedings of the Winter Educator’s Conference, American Marketing Association, Chicago, IL, 432-437.
  • Lynn-McHale, D. J., Deatrick, J. A. (2000). Trust Bet- ween Family and Health Care Provider. Journal of Family Nursing, 2000, 6 (3), 210-230.
  • Magee, H., Davis, L. J., Coulter, A. (2003). Public Views on Healthcare Performance Indicators and Patient Choice. Journal of the Royal Society and Medicine, 96, 338-342.
  • Mainous A. G., Baker, R., Love, M. M., Gray, D. P., Gill, J. M. (2001). Continuity of Care and Trust in One’s Physician: Evidence from Primary Care in the Uni- ted States and the United Kingdom. Family Medici- ne, 33 (1), 22-27.
  • Mechanic, D. (1998). The Functions and Limitations of Trust in the Provision of Medical Care. Journal of Health Politics, Policy and Law, 23 (4), 661-686.
  • Mohseni, M., Lindstrom, M. (2007). Social Capital, Trust in The Health-Care System and Self-Rated Health: The Role of Access to Health Care in a Po- pulation-Based Study. Social Science & Medicine, 64, 1373-1383.
  • Moorman, C., Deshpandé, R., Zaltman, G. (1993). Factors Affecting Trust in Market Research Relati- onships. Journal of Marketing, 57 (1), 81-101.
  • Morgan, R. M., Hunt, S. D. (1994). The Commitment- Trust Theory of Relationship Marketing. Journal of Marketing, 58 (3), 20-38.
  • Mummalaneni, V., Gopalakrishna, P. (1997). Access, Resource, and Cost Impacts on Consumer Satis- faction with Health Care: A Comparison Across Alternative Health Care Modes and Time. Journal of Business Research, 39, 173-186.
  • Oliver, R. L. (1980). A Cognitive Model of the Antece- dents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17, 460-469.
  • Oliver, R. L., (1999). Whence Consumer Loyalty?” Jo- urnal of Marketing, 63, 33-44.
  • Ovretveit, J. (1996). Informed choice?- Health service quality and outcomeinformation for patients. He- alth Policy, 37, 75-90.
  • Özen, Ü., Çam, H., Aslay, F. Y. (2011). Kalite Boyut- ları ve Sağlık Hizmeti Unsurları Açısından Hasta Memnuniyetine Bir Bakış: Gümüşhane Devlet Hastanesi’nde Örnek Uygulama, Akademik Yakla- şımlar Dergisi, 2 (1).
  • Papatya, G., Papatya, N., Hamşıoğlu, A. B. (2012). Sağlık İşletmelerinde Algılanan Hizmet Kalitesi ve Hasta Memnuniyeti: İki Özel Hastanede Karşılaş- tırmalı Bir Araştırma. Kırıkkale Üniversitesi Sosyal Bilimler Dergisi, 2 (1), 87-108.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Mar- keting, 49, 41-50.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1994). Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implicati- ons for Future Research. Journal of Marketing, 58, 111-124.
  • Pearson, S. D., Raeke, L. H. (2000). Patients’ Trust in Physicians: Many Theories, Few Measures and Little Data. Journal of General Internal Medicine, 15 (7), 509-513.
  • Piette, J. D., Heisler, M., Krein, S., Kerr, E. A. (2005). The Role of Patient-Physician Trust in Moderating Medication Nonadherence Due to Cost Pressures. Archive of Internal Medicine, 165 (15), 1749-1755.
  • Raju, P. S., Lonial, S. C. (2002). The Impact of Service Quality and Marketing on Financial Performance in the Hospital Industry: An Empirical Examina- tion. Journal of Retailing and Consumer Services, 9, 335-348.
  • Ramsaran-Fowdar, R. R. (2008). The Relative Impor- tance of Service Dimensions in a Healthcare Set- ting. International Journal of Health Care Quality Assurance, 21(1), 104-124.
  • Rehman, S. U., Nietert, P. J., Cope, D. W., Kilpatrick, A. O. (2005). What to Wear Today? Effect of Doctor’s Attire on the Trust and Confidence of Patients. The American Journal of Medicine, 118, 1279-1286.
  • Reichheld, F., Sasser, W. E. (1990). Zero Defections: Quality Comes to Services, Harvard Business Re- view, 68, 105-111.
  • Reidenbach, R. E. (1990). Exploring Perceptions of Hospital Operations by a Modified SERVQUAL Approach. Journal of Health Care Marketing, 10 (4), 47-55.
  • Rhodes, R., Strain, J. J. (2000). Trust and Transforming Medical Institutions. Cambridge Quarterly of He- althcare Ethics, 9, 205-217.
  • Riewpaiboon, W., Chuengsatiansup, K. Gilson, L., Tangcharoensathien, V. (2005). Private Obstet- ric Practice in a Public Hospital: Mythical Trust in Obstetric Care. Social Science & Medicine, 61, 1408-1417.
  • Russell, S. (2005). Treatment-Seeking Behaviour in Ur- ban Sri Lanka: Trusting the State, Trusting Private Providers. Social Science & Medicine, 61, 1396-1407.
  • Ruyter, de K, Bloemer, J. M., Wetzels, M. G. (1998). On the Relationship between Perceived Service Qua- lity, Service Loyalty and Switching Costs. Interna- tional Journal of Service Industry Management, 9 (5), 436-453.
  • Sağlık Hizmetlerinde Önceliklerin Belirlenmesi: Türkiye’de Öncelik Belirleme Sürecinde Rol Alan Tarafların Görüşleri ve Sağlık Politikalarına İlişkin Değerlendirmeleri. Hacettepe Sağlık İdaresi Dergisi, 9 (1), 93-123.
  • Schermelleh-Engel, K., Moosbrugger, H., Müller, H. (2003). Evaluating the Fit of Structural Equati- on Models: Tests of Significance and Descriptive Goodness-of-Fit Measures. Methods of Psychologi- cal Research Online, 8 (2), 23-74.
  • Sharma, N., Patterson, P. G. (2000). Switching Costs, Alternative Attractiveness and Experience as Mo- derators of Relationship Commitment in Professi- onal, Consumer Services. International Journal of Service Industry Management, 11 (5), 470-490.
  • Simonson, I., Drolet, A. (2004). Anchoring Effects on Consumers’ Willingness-To-Pay and Willingness- To-Accept. Journal of Consumer Research,31 (3), 681-690.
  • Sipahi, B., Yurtkoru, E. S., Çinko, M. (2006). Sosyal Bilimlerde SPSS ile Veri Analizi. Beta Basım A.Ş., İstanbul.
  • Sirdeshmukh, D., Singh, J., Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relationship Exchan- ges. Journal of Marketing, 66 (1), 15-37.
  • Siskou, O., Kaitelidou, D., Papakonstantinou, V., Lia- ropoulos, L. (2008). Private Health Expenditure in the Greek Health Care System: Where Truth Ends and the Myth Begins. Health Policy, 88, 282-293.
  • Sitzia, J., Wood, N. (1997). Patient Satisfaction: A Revi- ew of Issues and Concepts. Social Science & Medici- ne, 45 (12), 1829-1843.
  • Smithy, C. (2005). Understanding Trust and Confiden- ce: Two Paradigms and Their Significance for He- alth and Social Care. Journal of Applied Philosophy, 22 (3), 299-316.
  • Soyer, A. (2009). Sağlıkta Dönüşüm’ün Neresindeyiz? Bundan Sonra, Bizi Neler Bekliyor? Dokuz Eylül Üniversitesi Hemşirelik Yüksekokulu Elektronik Dergisi, 2 (4), 179-182.
  • Srinivasan, S. S., Anderson, R., Ponnavolu, K. (2002). Customer Loyalty in E-Commerce: An Explorati- on of Its Antecedents and Consequences. Journal of Retailing, 78, 41-50.
  • Sülkü, S. N. (2011). Türkiye’de Sağlıkta Dönüşüm Prog- ramı Öncesi ve Sonrasında Sağlık Hizmetlerinin Su- numu, Finansmanı ve Sağlık Harcamaları. T.C. Ma- liye Bakanlığı Strateji Geliştirme Başkanlığı, Yayın No:2011/414, Ankara.
  • Şimşek, Ö. F. (2007). Yapısal Eşitlik Modellemesine Giriş­ Temel İlkeler ve LISREL Uygulamaları. Eki- noks Yayınları, Ankara.
  • Tanrıverdi, H., Erdem, Ş. (2010). Sağlık Hizmetlerinde Hizmet Kalitesi ile Tatmin Düzeyi Arasındaki İliş- kinin İncelenmesi ve Bir Uygulama. Türkiye Sosyal Araştırmalar Dergisi, 14 (1), 73-92.
  • Tehrani, A. B., Feldman, S. R., Camacho, F. T., Balk- rishnan, R. (2011). Patient Satisfaction with Out- patient Medical Care in the United States. Health Outcomes Research in Medicine, 2 (4), 197-202.
  • Temel, T. (2003). Özel Hastaneler Sektör Profili. İstan- bul Ticaret Odası Yayınları, İstanbul. Thiede, M. (2005). Information and Access to Health Care: Is There a Role for Trust? Social Science & Medicine, 61, 1452-1462.
  • Thom, D. H., Kravitz, R. L., Bell, R. A., Krupat, E., Azari, R. (2002). Patient Trust in the Physician: Relationship to Patient Requests. Family Practice, 19 (5), 476-83.
  • Top, M., Tarcan, M., Tekingündüz, S., Güler, H. (2011). Yaşlılarda Hasta (Müşteri) Tatmininin Değerlen- dirmesi: İzmir İli Örneği. Hacettepe Üniversitesi Tüketici-Pazar-Araştırma-Danışma, Test ve Eğitim Merkezi Tüketici Yazıları (III), 100-141.
  • Tountas, Y., Karnaki, P., Pavi, E., Souliotis, K. (20005). The “Unexpected” Growth of the Private Health Sector in Greece. Health Policy, 74, 167-180.
  • Van der Schee, E., Braun, B., Calnan, M., Schnee, M., Groenewegen, P. P. (2007). Public trust in health care: A comparison of Germany, The Netherlands, and England and Wales. Health Policy, 81, 56-67.
  • Varinli, İ, Çakır, A. (2004). Hizmet Kalitesi, Değer, Has- ta Tatmini ve Davranışsal Niyetler Arasındaki İlişki- Kayseri’de Poliklinik Hastalarına Yönelik Bir Araş- tırma. Sosyal Bilimler Enstitüsü Dergisi, 17 (2), 33-52.
  • Verbeck, J. (2004). Patient Satisfaction: Is It a Measure for the Outcome of Care or the Process of Care? Journal of Clinical Epidemiology, 57, 217.
  • Vranceanu, A. M., Ring, D. (2011). Factors Associated With Patient Satisfaction. The Journal of Hand Sur- gery, 36 (9), 1504-1508.
  • Ware, J. E., Snyder, M. K., Wright, R., Davies, A. R. (1983). Defining and Measuring Patient Satisfac- tion with Medical Care. Evaluation and Program Planning, 6, 247-263.
  • Weisberg, J., Te’eni, D., Russo, M. L. A. (2011). Past Purchase and Intention to Purchase in e-commerce: The Mediation of Social Presence and Trust. Inter- net Research, 21 (1), 82-96.
  • Wertenbroch, K., Skiera, B. (2002). Measuring Consu- mers’ Willingness to Pay at the Point of Purchase. Journal of Marketing Research, 39 (2), 228-241.
  • West, S.G., Finch, J. F., Curran, P. J. (1995). Structu- ral Equation Models with Non-Normal Variables: Problems and Remedies, In R. Hoyle (Ed.), Struc- tural Equation Modeling: Concepts, Issues and App- lications, Newbury Park, CA: Sage, 56-75.
  • Wolfinbarger, M., Gilly, M. C. (2003) eTailQ: Dimen- sionalizing, Measuring and Predicting e-Tail Qua- lity. Journal of Retailing, 79 (3), 183-198.
  • YASED (2012). Türkiye Sağlık Sektörü Raporu, Sürdü- rülebilir ve Kaliteli Bir Sağlık Sektörü için Genel Bakış ve Potansiyel İyileştirme Alanları (Haziran 2012), Deloitte, Türkiye, 104.
  • Yoo, B., Donthu, N. (2001). Developing a Scale to Mea- sure the Perceived Quality of an Internet Shopping Site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2 (1).
  • Zeithaml, V. A., Parasuraman, A., Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30 (Fall), 362-410.
  • Zeithaml, V. A., Berry, L. L., Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal of Marketing, 60 (2), 31- 46.
  • Zhang, J., Bloemer, J. M. M. (2009). The Impact of Value Congruence on Consumer-Service Brand Relationships. Journal of Service Research, 11 (2), 161-178.