HASTANE HİZMET KALİTESİNİN HASTA AİDİYETİ ÜZERİNE ETKİLERİ: YAPISAL EŞİTLİK MODELİ VE ARABULUCULUK

Bu çalışmanın amacı, hastaneden beklenen ve algılanan hizmet kalitesi düzeylerinin hastane aidiyetleri üzerindeki etkilerini ölçmektir. Toplamda 370 hasta araştırmaya dahil edilmiştir. Nedensel ilişki modelini test etmek için Yapısal Eşitlik Modelleme (YEM) yöntemi kullanılmıştır. Çalışmada ele alınan model, kabul edilebilir düzeyde uyumlu bir model olarak çıkmıştır. Hasta aidiyeti ile algılanan hizmet kalitesi arasında pozitif yönlü, istatistiksel olarak anlamlı bir ilişki çıkmıştır. Ayrıca, algılanan hizmet kalitesi, hasta aidiyeti ile beklenen hizmet kalitesi arasında arabuluculuk etkisine sahiptir. İlgili hastanede hastalar tedavi gördükten sonra algıladıkları hizmet kalitesinden etkilendikleri kadar tedavinin maliyetinden de etkilenmektedirler. Memnuniyetleri arttıkça aidiyetleri de artmaktadır. Hastane yönetimine, hasta aidiyetini arttırmaları için güvenilirlik ve güven SERVQUAL boyutlarını iyileştirici yönde faaliyet göstermeleri önerilmiştir.

THE EFFECTS OF HOSPITAL QUALITY OF CARE ON PATIENT BELONGING: STRUCTURAL EQUALITY MODEL AND MEDIATION

The aim of the study is to measure the effects of perceived and expected service quality levels on patient loyalty. In total, 370 patients participated in this research. The Structural Equation Modeling (SEM) method to test the causal relationship model. The corresponding model in the study emerged as acceptable fit with the model. The result of the study indicate that perceived service quality and patient loyalty are statistically significant and positively related to each other. Additionally, perceived service quality has found to be an important mediator between expected service quality and patient loyalty. After patients have treatment in corresponding hospital, they have been affected by service quality as mush as cost of medication. As patient satisfaction increases, their loyalty increases. It is suggested to hospital management that they might course of action to patients for improving Reliability and Assurance SERVQUAL factors.

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