SAĞLIK SEKTÖRÜNDE MÜŞTERİ MEMNUNİYETİNİN ÖLÇÜMÜ: SİMAV DEVLET HASTANESİ ÖRNEĞİ
Journal Title: JOEEP: Journal of Emerging Economies and Policy - Year 2017, Vol 2, Issue 1
Abstract
The increase in the importance of the health of the individuals has led to the widespread understanding of quality care services in health care services and the more selective treatment among the related organizations in the purchase of health care services. As well as the rich source richness among the health institutions, the presentation of the service and the satisfaction of the service areas emerge as the most decisive feature among the organizations. Customer satisfaction in the health sector was researched and analyzed by a questionnaire survey at Simav State Hospital. The questionnaire about customer satisfaction in the study was applied to a total of 347 persons who were served from Simav State Hospital and randomly selected. It was found that 57% of the respondents were male, about 75% were primary school or less educated people, and those who were over 46 years of age constituted about 46% of the participants. It is understood that the most important reason why patients prefer Simav state hospital is proximity and insured, 8% of those who prefer it due to quality service. Approximately 23% of people receiving services from the hospital reported that they had to wait some time in the service process. It is stated that the waiting period is maximum 5 minutes and that it is mostly in the registration and outpatient clinics. The main purpose of the study is to analyze the factors that affect on the satisfaction of the service areas. Proposals have been made to eliminate deficiencies and lacks by determining the inadequate aspects of service quality in the study.
Authors and Affiliations
Bayram TOPAL, Hasan Şahin
Keywords
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