Sağlık kurumlarında hizmet kalitesinin hasta memnuniyetine etkisi: Batman’da bir hastane örneği
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Tarih
2024-09-05
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Yayıncı
Batman Üniversitesi Lisansüstü Eğitim Enstitüsü
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Dünya üzerinde artan nüfus ile birlikte her geçen gün sağlık kurumları verdiği hizmette yetersiz kalmaktadır. Kamu sağlık hizmetleri kurumlarının yanında, özel sağlık kurumlarının açılması, artması, kapasitelerinin genişlemesi, artan sağlık hizmeti ihtiyacını bir nebzede olsa karşılamak için gösterilen çabalardandır. Sağlık kurumları varlıklarını devam ettirebilmek için sundukları sağlık hizmetlerinin, sağlık hizmeti alan kişiler tarafından memnuniyet ile karşılanması gerekmektedir. Sağlık hizmeti alan kişilerin memnuniyetlerinin artmasıyla, sağlık hizmeti aldığı kurumu tekrar tercih etmesi ve başkalarına önermesi arasında doğrudan bir bağlantı vardır. Sağlık kurumlarının rakipleriyle rekabetini koruyabilmek, varlığını devam ettirebilmek ve en önemlisi hasta memnuniyetini sağlayabilmek adına, hizmet verdiği her alanda kalitesini sürekli artırmak, gelişen ve yenilenen teknolojiyi sürekli takip etmek temel hedefleri haline gelmiştir. Araştırmada sağlık kurumlarında sunulan hizmet kalitesinin, sağlık hizmeti alan hastaların memnuniyeti üzerindeki etkisini belirlemek amaçlanmıştır. Bu amaçla Batman ilinde faaliyet gösteren bir kamu hastanesinden yatarak sağlık hizmeti alan 310 hasta üzerinde araştırma yapılması planlanmıştır ve Servqual hizmet kalitesi ölçeği ve memnuniyet ifadelerinin yer aldığı anket yöntemi ile veri toplanmıştır. Öncelikle ölçme araçlarının veri ile uyumunu belirlemek amacıyla doğrulayıcı faktör analizinden yararlanılmıştır. DFA sonucunda elde edilen uyum indeksleri incelenerek ölçme araçlarının örneklem ile uyumlu olduğu görülmüştür. AVE ve CR kriterleri hesaplanarak birleşim geçerliliğinin sağlandığı ASV ve MSV kriterleri hesaplanarak da ayrışım geçerliliğinin sağlandığı gösterilmiştir. Conbach alfa analizi yapılarak ölçme araçlarının yüksek derecede güvenilir olduğu görülmüştür. Sonuç olarak hastaların almış oldukları hizmet kalitesine yönelik algılarının ile memnuniyet durumlarını etkileyip etkilemediğini belirlemek amacıyla yapısal eşitlik modellemesi analizi yapılmış, analiz sonucunda sağlık kurumlarında hizmet kalitesinin hasta memnuniyetini etkilediği sonucuna ulaşılmıştır.
With the increasing population in the world, healthcare institutions are becoming inadequate in the services they provide day by day. In addition to public health care institutions, the opening and increasing of private health institutions and the expansion of their capacities are among the efforts made to meet the increasing need for health services to some extent. In order for health institutions to continue their existence, the health services they provide must be met with satisfaction by the people who receive health services. There is a direct connection between the increase in the satisfaction of people receiving health services and their re-preferring the institution from which they receive health services and recommending it to others. In order to maintain their competition with their rivals, to continue their existence and most importantly to ensure patient satisfaction, the main goals of healthcare institutions are to constantly improve the quality in every field they serve and to constantly follow the developing and renewed technology. The aim of the research is to determine the effect of the service quality offered in healthcare institutions on the satisfaction of patients receiving healthcare services. For this purpose, it was planned to conduct a research on 310 patients receiving inpatient health services from a public hospital operating in Batman province, and data was collected by survey method including Servqual service quality scale and satisfaction expressions. First of all, confirmatory factor analysis was used to determine the compatibility of the measurement tools with the data. By examining the fit indices obtained as a result of CFA, it was seen that the measurement tools were compatible with the sample. It has been shown that convergent validity is achieved by calculating the AVE and CR criteria, and discriminant validity is achieved by calculating the ASV and MSV criteria. Conbach's alpha analysis was performed and it was found that the measurement tools were highly reliable. As a result, structural equation modeling analysis was conducted to determine whether patients' perceptions of the quality of service they received affected their satisfaction. As a result of the analysis, it was concluded that the quality of service in healthcare institutions affected patient satisfaction.
With the increasing population in the world, healthcare institutions are becoming inadequate in the services they provide day by day. In addition to public health care institutions, the opening and increasing of private health institutions and the expansion of their capacities are among the efforts made to meet the increasing need for health services to some extent. In order for health institutions to continue their existence, the health services they provide must be met with satisfaction by the people who receive health services. There is a direct connection between the increase in the satisfaction of people receiving health services and their re-preferring the institution from which they receive health services and recommending it to others. In order to maintain their competition with their rivals, to continue their existence and most importantly to ensure patient satisfaction, the main goals of healthcare institutions are to constantly improve the quality in every field they serve and to constantly follow the developing and renewed technology. The aim of the research is to determine the effect of the service quality offered in healthcare institutions on the satisfaction of patients receiving healthcare services. For this purpose, it was planned to conduct a research on 310 patients receiving inpatient health services from a public hospital operating in Batman province, and data was collected by survey method including Servqual service quality scale and satisfaction expressions. First of all, confirmatory factor analysis was used to determine the compatibility of the measurement tools with the data. By examining the fit indices obtained as a result of CFA, it was seen that the measurement tools were compatible with the sample. It has been shown that convergent validity is achieved by calculating the AVE and CR criteria, and discriminant validity is achieved by calculating the ASV and MSV criteria. Conbach's alpha analysis was performed and it was found that the measurement tools were highly reliable. As a result, structural equation modeling analysis was conducted to determine whether patients' perceptions of the quality of service they received affected their satisfaction. As a result of the analysis, it was concluded that the quality of service in healthcare institutions affected patient satisfaction.
Açıklama
Anahtar Kelimeler
Hastane, Hizmet, Kalite, Memnuniyet, Hospital, Service, Quality, Satisfaction
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Işık, E. (2024). Sağlık kurumlarında hizmet kalitesinin hasta memnuniyetine etkisi: Batman’da bir hastane örneği. (Yayınlanmamış Yüksek Lisans Tezi). Batman Üniversitesi Lisansüstü Eğitim Enstitüsü, Batman.
