A Structural Equation Model Test of Patient Satisfaction in the Health Service Organizations in Trabzon City

Bu çalışmada, sağlık hizmetlerinde hasta memnuniyeti konusu çerçevesinde, Trabzon ilindeki sağlık kuruluşlarında hasta memnuniyetine etki ettiği düşünülen faktörler incelenmiş olup, konuyla ilgili tasarlanan hipotezler bir Yapısal Eşitlik Modeli ile test edilmiştir. Çalışmanın örnek kitlesini Trabzon ili sağlık kuruluşlarında tedavi olup taburcu olan hastalardan, aldıkları sağlık hizmetleri hakkındaki izlenimlerini sunmayı kabul edenler oluşturmaktadır. Araştırma modeli içerisinde yer alan faktörleri ölçmek üzere bir anket formu düzenlenmiştir. Yapılan ankette 5’li Likert ölçeği kullanılmıştır. Araştırma, 18 yaş ve üzeri erişkin bireylerle yüz yüze soru cevap şeklinde yürütülmüş olup Ocak 2010-Mart 2010 tarihleri arasında gerçekleştirilmiştir. 400 kişiyle yürütülen anketlerde %89,5’u soruların tamamına yanıt vererek anketi tamamlamıştır. Yapısal eşitlik modelinin test edilmesinde Amos istatistik programı kullanılmış olup kurulan model başarılı olmuştur. Test edilen hipotezlerin sonuçlarından, Trabzon ilindeki sağlık kuruluşlarında hasta memnuniyetinin idari hizmetler, ilgi ve nezaket, temizlik ve hijyen, bilgilendirme hizmetleri faktörleri tarafından doğrudan ve dolaylı olarak etkilendiği tespit edilmiş olup geliştirilen model başarılı olmuştur.

Trabzon İlindeki Sağlık Kuruluşlarında Hasta Memnuniyetinin Bir Yapısal Eşitlik Modeli Denemesi

This study investigated the factors that are thought to be affect patient satisfaction in the health service organizations in Trabzon city within the framework of patient satisfaction in health services. The proposed hypotheses were tested under a structural equation model (SEM). The sample population for the study are the individuals who have already hospitalized and discharged from Trabzon City hospitals and accepted to represent their observations about health-care services. A draft questionnaire was developed to measure the factors in the model. All items under the factors were measured on a five-point Likert scale. Questionnaires were asked to adults who are over the age of 18 during face-to-face interviews. Data collection was carried out from January to March 2010 and 400 completed surveys were collected with a response rate of 89.5 percent. The Amos software package was used to perform the SEM and it was successfully performed. From the results of tested hypotheses, it was understood that patient satisfaction in the health service organizations in Trabzon city are respectively affected by managerial services, attention and politeness, cleanliness and hygiene, hospital informing services both directly and indirectly.

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