Analyzing perceived healthcare service quality on patient related outcomes

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dc.contributor.authorTuran, Aygül
dc.contributor.authorBozaykut Bük, Tuba
dc.date.accessioned10.07.201910:49:13
dc.date.accessioned2019-07-10T19:56:51Z
dc.date.available10.07.201910:49:13
dc.date.available2019-07-10T19:56:51Z
dc.date.issued2016
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, İşletme Bölümü
dc.descriptionWOS: 000413090700002
dc.description.abstractPurpose - Through the lens of a total quality management approach, this paper aims to examine the effects of health-care service quality on patient satisfaction, repatronage intention (RI) and positive word-of mouth (PWOM) at a public hospital specialized in women and children's diseases. The contribution is to measure and compare patient expectations and perceptions related to the public health service quality. Design/methodology/approach - A structured questionnaire was distributed to in-patients who stayed at a public training and research hospital for at least three days. To analyze the relationship between variables, multiple regression analysis was used. To test the difference between expected and perceived service quality, the paired-sample t-test was used. Findings - The findings provided empirical evidence that perceived service quality significantly influenced patient satisfaction, RI and PWOM. The "responsiveness and reliability" factor was found to be the most influential on patient RI and PWOM. The "tangibility" dimension had the strongest influence on patient satisfaction. Practical implications - The results reveal that a reliable and responsive service, empathic personnel behaviors and appropriate tangibles are the outstanding factors for high levels of patient satisfaction, RI and PWOM. Originality/value - Although the concepts of perceived service quality, patient satisfaction, RI and PWOM are explored frequently in service literature, there are few researches that focus on specialized health services for women and children's diseases. By evaluating the service quality, it is hoped to provide an insight to health-care managers about the service quality dimensions and their relationship with patient satisfaction, RI and PWOM, specifically based on women patients.
dc.identifier.citationTuran, A. ve Bozaykut Bük, T. (2016). Analyzing perceived healthcare service quality on patient related outcomes. International Journal Of Quality And Service Sciences, 8(4), 478-497. https://dx.doi.org/10.1108/IJQSS-04-2015-0042
dc.identifier.doi10.1108/IJQSS-04-2015-0042
dc.identifier.endpage497
dc.identifier.issn1756-669X
dc.identifier.issn1756-6703
dc.identifier.issue4
dc.identifier.scopusqualityQ2
dc.identifier.startpage478
dc.identifier.urihttps://dx.doi.org/10.1108/IJQSS-04-2015-0042
dc.identifier.urihttps://hdl.handle.net/20.500.12511/2835
dc.identifier.volume8
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherEmerald Group Publishing Ltd
dc.relation.ispartofInternational Journal Of Quality And Service Sciencesen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.subjectHealth Service Quality
dc.subjectPatient Satisfaction
dc.subjectQuality Management
dc.subjectPositive Word-of-Mouth
dc.subjectPublic Hospital
dc.subjectRepatronate Intention
dc.titleAnalyzing perceived healthcare service quality on patient related outcomes
dc.typeArticle

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