International Conference on Eurasian Economies
11-13 June 2019 – Famagusta, Turkish Republic of Northern Cyprus
Paper properties
Paper ID : 2346
Status : Paper published
Language : Turkish
Topic : Sectoral Analyses
Presenter: Dr. Seniha Avcıl
Session : 2C Sektörel Analiz
Service Performance of State Hospitals
Devlet Hastanelerinin Hizmet Performansı
- Dr. Seniha Avcıl (Serbest Araştırmacı, Türkiye)
Abstract
Developments in health sector increased the expectations of patients. In order to meet these expectations, hospitals attach importance to their service quality. Although hospitals increase the quality of service, the perceptions of service users become more important. It was aimed to determine the quality of service and expectation of patients and their relatives who applied to four state hospitals in Istanbul by Servqual Scale. In accordance with this purpose, the relationship between the dimensions of "physical properties", "reliability", "willingness - enthusiasm", "assurance" and "cross-empathy" quality of service and socio - demographic characteristics of participants were statistically analyzed. During sampling process, 358 participants who applied to physical therapy rehabilitation, surgery and internal medicine departments were reached via randomized sampling method. One-way ANOVA and independent sample t-test and chi-square test were applied to analyze the differences in satisfaction level. As a result of the evaluations, it was determined that four state hospitals did not meet the expectations in terms of both the total service quality and service quality sub-dimensions of the patients and their relatives.
JEL codes: A30, I19, L32
Avcıl, Seniha (2019). "Service Performance of State Hospitals" in Proceedings of International Conference of Eurasian Economies 2019, pp.302-311, Famagusta, Turkish Republic of Northern Cyprus.
DOI: https://doi.org/10.36880/C11.02346
