Özel ve devlet hastanelerinde hasta memnuniyeti
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Date
2010
Authors
Journal Title
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Publisher
İstanbul Beykent Üniversitesi
Access Rights
info:eu-repo/semantics/openAccess
Abstract
Günümüzde müşteri memnuniyeti hizmet kalitesinin göstergelerinden biridir. İşletmeler piyasada rekabet edebilmek için müşteri memnuniyetine önem vermek durumundadır.İnsanların sahip olduğu en önemli varlığı sağlığıdır. İnsan sağlığı konusunda hizmet veren hastanelerin hizmet kalitesi hastalar açısından kritik öneme sahiptir Hastanelerde hastaların hizmet kalitesi üzerine beklentileri ile ilgili araştırmaların yapılması ve eksikliklerin tespit edilerek giderilmesi sağlanmalıdır. Ancak bu şekilde hastaların beklediği hizmet kalitesine ulaşılabilir. Bu kapsamda bu çalışmada kamu ve özel hastanelerde verilen hizmetlerle ilgili olan hastaların beklentileri ve ihtiyaçları analiz edilerek memnuniyet durumları araştırılmıştır.
Nowadays customer satisfaction is one of the indicators of service quality. In order to compete in the market, business organizations have to consider about customer satisfaction importantly.The most important asset that people have is their health. The service quality of the hospitals which provide service for public health, has critical importance for the patients. The researchs for the expectations of the patients about the service quality in hospitals should be made. After the researchs, deficiencies should be detected and eliminated. This is the only possible way to achieve the best service quality that the patients expect.In this context, the expectations and needs of the patients about the provided service in public and private hospitals are analyzed and the patient satisfaction is researched as the scope of this study.
Nowadays customer satisfaction is one of the indicators of service quality. In order to compete in the market, business organizations have to consider about customer satisfaction importantly.The most important asset that people have is their health. The service quality of the hospitals which provide service for public health, has critical importance for the patients. The researchs for the expectations of the patients about the service quality in hospitals should be made. After the researchs, deficiencies should be detected and eliminated. This is the only possible way to achieve the best service quality that the patients expect.In this context, the expectations and needs of the patients about the provided service in public and private hospitals are analyzed and the patient satisfaction is researched as the scope of this study.
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Keywords
Hastaneler, Hospitals, Sağlık Kurumları Yönetimi, Hasta Memnuniyeti, Özel ve Devlet Hastaneleri, Patient satisfaction,private and public hospital.
