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Effects of Service Quality on Customer Satisfaction and Customer Loyalty: Marmara University Hospital
Özyeğin Üniversitesi, Turkey..ORCID iD: 0000-0003-2248-0802
Türk Telekom Veri Ambarı ve İş Zekası Grup Müdürlüğü.
Marmara Üniversitesi, Turkey.
Gebze Yüksek Teknoloji Enstitüsü.
2009 (English)Conference paper, Published paper (Refereed)
Abstract [en]

This study employs six dimensions of service quality scale that is developed by Carman (2000) and Kara et al. (2005) to better understand the factors underlying healthcare customers’ perceptions of service quality. These dimensions investigated are namely tangibility, reliability, responsiveness, assurance, courtesy and empathy. Sampling has been conducted at the Marmara University Hospital between June 1st and July 15th 2007. Purposive convenient sampling has been employed to 183 inpatients. Through a 5 point Likert-type scale, healthcare customers’ expectations of a perfect service provider has been compared with the practices Marmara University Hospital to determine if there are any gaps. Quality of the Marmara University Hospital’s healthcare services has been analyzed together with its effects on customer satisfaction and customer loyalty through a regression analysis.

Abstract [tr]

Bu çalışmada, Carmen (2000), ve Kara ve diğerleri (2005) tarafından geliştirilen hizmet kalitesi ölçeğindeki altı boyut dikkate alınarak, mükemmel bir hastaneden hastaların beklentileri, Marmara Üniversitesi hastanesinin sunduğu hizmetlerin kalitesi ve bu hizmet kalitesinin, müşteri memnuniyeti ve sadakati üzerindeki etkisi araştırılmaktadır. Tangibility, güvenilirlik, yanıt verme, güven, saygı, empati boyutları dikkate alınarak, hastaların mükemmel bir hastaneden beklentileri ve Marmara Üniversitesi hastanesinin bu boyutlar çerçevesinde sunduğu hizmet’in kalitesi ölçülmüş, mükemmel bir hastane ile Marmara Üniversitesi hastanesinin sunduğu hizmetler arasındaki gap ve Marmara üniversitesi hastanesinin sunduğu hizmetlerin kalitesinin müşteri memnuniyeti ve sadakati üzerindeki etkileri incelenmektedir. Bu amaçla, hastanede yatarak tedavi gören 183 hastadan anket yoluyla veri toplanmış ve toplanan bu veri regresyon analizi ile test edilmiştir.

Place, publisher, year, edition, pages
2009.
Keywords [en]
Service quality, Customer satisfaction, Customer loyalty, Healthcare services
Keywords [tr]
Hizmet kalitesi, Müşteri memnuniyeti, Sadakat, Sağlık hizmetleri
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hj:diva-39141OAI: oai:DiVA.org:hj-39141DiVA, id: diva2:1197922
Conference
International Congress on Performance and Quality in Health, March 19-21, 2009, Antalya, Turkey.
Available from: 2018-04-16 Created: 2018-04-16 Last updated: 2018-05-03Bibliographically approved

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Özturkcan, Selcen

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CiteExportLink to record
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Citation style
  • apa
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