Perceived service quality in healthcare organizations and a research in Ankara by hospital type

H. İbrahim KAYRAL (Sağlık Bakanlığı, Sağlıkta Kalite ve Akreditasyon Daire Başkanlığı, Sağlık Hizmetleri Genel Müdürlüğü, Ankara, Türkiye)
Ankara Araştırmaları Dergisi
3 0
Yıl: 2014 Cilt: 2 Sayı: 1 Sayfa Aralığı: 22 - 34 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022

Perceived service quality in healthcare organizations and a research in Ankara by hospital type

Öz:
Sağlık hizmetlerinin amacı insanın fiziksel, ruhsal ve sosyal olarak sağlığının korunması, iyileştirilmesi ve bu durumun sürekliliğininsağlanarak toplumun refah düzeyinin ve mutluluğunun geliştirilmesidir. Bütün hizmet kuruluşlarında olduğu gibi, sağlık kuruluşlarındada hizmet kalitesi önemli yer tutmaktadır.Bundan dolayıdır ki işletmelerin hizmet kalitesi için ortaya koydukları tüm çabaların yarattıkları etkilerin ölçülmesi, hizmeti alanmüşterilerin sunulan hizmetleri nasıl algıladıkları, kalitenin hangi boyutlarında nasıl farklılıklar gösterdikleri ve elde edilen bu sonuçlaragöre yeni tedbirlerin alınması sürekli iyileştirmenin anahtarı olmaktadır. Yukarıda ele alınan koşullar çerçevesinde bu çalışmada, sağlık alanında sunulan hizmetlerin kalitesinin bu hizmetleri alanlar tarafındannasıl algılandığı, bu hizmetleri sunan farklı hastane türlerine göre karşılaştırılarak değerlendirmelerde bulunulmaktır. Böylece hastalarınhizmet kalite algılarının hastane türlerine göre farklılaşıp farklılaşmadığı, farklılıkların kalitenin hangi boyutları açısından ön planaçıktığı ve yaş, cinsiyet, gelir vb. farklı hasta profillerinin kalite algılarına yöneliktespitler yapılmıştır. Hizmet kalitesinin ölçülmesinde;Kara, Tarım ve Zaimin (2003) çeşitli hastanelerde kullandıkları ve sonrasında sağlık hizmetlerinde hizmet kalitesiyle ilgili Türkiyedeçeşitli araştırmalarda da kullanılan (Çaha, 2007; Kara, 2006) altı boyuttan oluşan, 34 soruluk anket seti kullanılmıştır.Araştırma kapsamında elde edilen bulgular sonucunda, özellikle kamu genel dal hastanelerinin, özel hastanelerle aynı düzeydekaliteli olarak algılandıkları ve hatta hasta tatmini açısından daha yüksek tatmin düzeylerine ulaştıkları söylenebilecektir. Diğeryandan, kalitenin alt boyutları incelendiğinde, fiziksel kalite açısından kamu hastanelerinin hâlâ özel hastanelerin gerisinde kaldığıgörülmektedir.
Anahtar Kelime:

Konular: Kentsel Çalışmalar

Sağlık işletmelerinde algılanan hizmet kalitesi ve Ankara da hastane türlerine göre bir araştırma

Öz:
The purpose of healthcare services is to protect and improve individuals physical, mental and social health and ensure its continuityto increase the level of welfare and happiness in the society. As in all service organizations, service quality has an important place inhealthcare organizations.Terefore, measuring the impacts of the eforts made by enterprises for service quality and the clients perceptions of the servicesprovided, assessing how their perceptions difer in diferent dimensions of quality, and taking new measures according to the resultsare the key to continuous improvement.In this study, with respect to the abovementioned issues, perception of the quality of services provided in the field of health by thosewho receive them is compared according to diferent types of hospitals providing such service, and evaluations are made accordingly.Tus, whether patients perceptions of service quality difer according to hospital types, in what dimensions of quality these diferencesoccur and perceived quality by diferent patient profiles like age, sex, incomes etc. are assessed. In the measurement of service quality,a set of 34 questions with six dimensions was used, which was used by Kara, Tarım and Zaim (2003) in several hospitals and then usedin several research studies in Turkey on service quality in healthcare enterprises (Çaha, 2007; Kara, 2006).Based on the findings of the research, it can be said that public general branch hospitals are perceived as quality at the same level withprivate hospitals and even they reach higher levels of patient satisfaction. On the other hand, when the sub-dimensions of quality areexamined, it is seen that public hospitals are still behind private hospitals in terms of physical quality.
Anahtar Kelime:

Konular: Kentsel Çalışmalar
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA KAYRAL H (2014). Perceived service quality in healthcare organizations and a research in Ankara by hospital type. , 22 - 34.
Chicago KAYRAL H. İbrahim Perceived service quality in healthcare organizations and a research in Ankara by hospital type. (2014): 22 - 34.
MLA KAYRAL H. İbrahim Perceived service quality in healthcare organizations and a research in Ankara by hospital type. , 2014, ss.22 - 34.
AMA KAYRAL H Perceived service quality in healthcare organizations and a research in Ankara by hospital type. . 2014; 22 - 34.
Vancouver KAYRAL H Perceived service quality in healthcare organizations and a research in Ankara by hospital type. . 2014; 22 - 34.
IEEE KAYRAL H "Perceived service quality in healthcare organizations and a research in Ankara by hospital type." , ss.22 - 34, 2014.
ISNAD KAYRAL, H. İbrahim. "Perceived service quality in healthcare organizations and a research in Ankara by hospital type". (2014), 22-34.
APA KAYRAL H (2014). Perceived service quality in healthcare organizations and a research in Ankara by hospital type. Ankara Araştırmaları Dergisi, 2(1), 22 - 34.
Chicago KAYRAL H. İbrahim Perceived service quality in healthcare organizations and a research in Ankara by hospital type. Ankara Araştırmaları Dergisi 2, no.1 (2014): 22 - 34.
MLA KAYRAL H. İbrahim Perceived service quality in healthcare organizations and a research in Ankara by hospital type. Ankara Araştırmaları Dergisi, vol.2, no.1, 2014, ss.22 - 34.
AMA KAYRAL H Perceived service quality in healthcare organizations and a research in Ankara by hospital type. Ankara Araştırmaları Dergisi. 2014; 2(1): 22 - 34.
Vancouver KAYRAL H Perceived service quality in healthcare organizations and a research in Ankara by hospital type. Ankara Araştırmaları Dergisi. 2014; 2(1): 22 - 34.
IEEE KAYRAL H "Perceived service quality in healthcare organizations and a research in Ankara by hospital type." Ankara Araştırmaları Dergisi, 2, ss.22 - 34, 2014.
ISNAD KAYRAL, H. İbrahim. "Perceived service quality in healthcare organizations and a research in Ankara by hospital type". Ankara Araştırmaları Dergisi 2/1 (2014), 22-34.
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22-04-2024 21:6

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