Research Article
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Year 2020, Volume: 42 Issue: 1, 28 - 38, 20.05.2020

Nurperihan Tosun , Sümeyye Arslan Kurtuluş

https://doi.org/10.7197/cmj.vi.646531

Abstract

References

  • Al-Borie, H.M. Damanhouri, A.M.S. (2013). Patients’ Satisfaction Of Service Quality in Saudi Hospitals: A SERVQUAL Analysis, International Journal of Health Care Quality Assurance, 26(1): 20-30.
  • Biçer, F.D, Gülmez, A. (2016). Toplam Kalite Yönetimi Çerçevesinde Hizmet Pazarlaması Ve Havayolu Firmalarında Bir Araştırma. Cumhuriyet Üniversitesi Edebiyat Fakültesi Sosyal Bilimler Dergisi, 40 (1) , 325-35 .
  • Bolton, R. N., Drew J. H. (1991). A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes, Journal of Marketing, 55 (January), pp.1-9.
  • Chaniotakis I. E., Lymperopoulos, C. (2009). Service quality effect on satisfaction and Word of mouth in the health care industry. Managing Service Quality: An International Journal, 19(2):229-242, https://doi.org/10.1108/09604520910943206
  • Çağlıyan, V. (2017). Sağlık Kurumlarında Hizmet Kalitesi Analizi: Tıp Fakültesi Hastanesi Örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (37): 254-264.
  • Demirer, Ö. and Bülbül, H. (2014). Kamu Ve Özel Hastanelerde Hizmet Kalitesi, Hasta Tatmini Ve Tercihi Arasındaki Ilişki: Karşılaştırmalı Bir Analiz. Amme Idaresi Dergisi, 47(2):95-119.
  • Devebakan, N. (2006). Sağlık Işletmelerinde Teknik Ve Algılanan Kalite. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 8(1):120-149.
  • Dursun, P. and Çerçi, U . (2004). Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1-6.
  • Gülmez, M. and Kitapcı, O. (2008). Hastane Hizmet Kalitesi ve Bir Uygulama, H.U. İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(1), 165-186.
  • Hu H.Y., Lee Y.C. and Yen T.M. (2010). Service Quality Gaps Analysis Based On Fuzzy Linguistic SERVQUAL With A Case Study in Hospital Out-Patient Services, The TQM Journal, 22(5): 499-515.
  • Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., Rostami ,F. (2016). Patients’ expectations and perceptions of service quality in the selected hospitals. Med Arch.70:135-9.
  • Nekoei-Moghadam, M. and Amiresmaili, M. (2011). Hospital services quality assessment: hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International Journal of Health Care Quality Assurance, 24: 57–66.
  • Papatya, G., Papatya, N., Hamşıoğlu, A. B. (2012). Sağlık İşletmelerinde Algılanan Hizmet Kalitesi ve Hasta Memnuniyeti: İki Özel Hastanede Karşılaştırmalı Bir Araştırma. Kırıkkale Üniversitesi Sosyal Bilimler Dergisi, 2 (1): 87-108.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment Of The Servqual Scale. Journal Of Retailing, 67(4), 420.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model Of Service Quality And Its Implications For Future Research. The Journal Of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc. Journal Of Retailing, 64(1), 12-40.
  • Pekkaya, M, .Pulat İmamoğlu, Ö., Koca, H. (2017). Evaluation of healthcare service quality via Servqual scale: an application on a hospital. Int J Healthc Manag. 12:4, 340-347. DOI:10.1080/20479700.2017.1389474
  • Rahman, S., Erdem, R., & Devebakan, N. (2007). Hizmet kalitesinin SERVQUAL ölçeği ile değerlendirilmesi: Elazığ’daki hastaneler üzerinde bir çalışma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(3), 37-55.
  • Rashid Wan Edura Wan, Jusoff Hj. Kamaruzaman. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), pp.471-482, https:// doi.org/10.1108/09526860910975580
  • Rezaei, S., Mati, B. K., Moradi, K., Bijan, B., Fallahi, M., & Shokati, B,, et al. (2016). Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective. Electronic Physician, 8(3):2101–2106. pmid:27123218
  • Qolipour, M. and Torabipour, A. (2018). Assessing medical tourism services quality using SERVQUAL model: A patient’s perspective. Iran J Public Health, 47(1):103-10.
  • Shafiq, M., Naeem, M.A., Munawar, Z. ve Fatima, I. (2017). Service quality assessment of hospitals in Asian context: an empirical evidence from Pakistan, Inquiry: Journal of Healthcare Organization, Provision and Financing, Vol. 54, pp. 1-12.
  • Savaş, H. and Kesmez, A.G. (2014). Hizmet Kalitesinin Servqual Modeli İle Ölçülmesi: Aile Sağlığı Merkezleri Üzerine Bir Araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 17:1-13.
  • Seth N., Deshmukh S.G., Vrat P. (2005). Service quality models: a review, International Journal of Quality & Reliability Management, 22(9), pp.913-949, https://doi.org/10.1108/02656710510625211
  • Singh, A., Prasher, A. ve Kaur, N. (2018). Assessment of hospital service quality parameters from patient, doctor and employees’ perspectives, Total Quality Management & Business Excellence, DOI: 10.1080/14783363.2018.1487283
  • Önder, G. ve Önder, E. (2015). “Analitik Hiyerarşi Süreci” (Ed. Bahadır Fatih Yıldırım, & Emrah Önder içinde, Çok Kriterli Karar Verme Yöntemleri. Dora Basım Yayım Dağıtım, Bursa.
  • Özgün Ova, P., Biçer, E.B., Yurcu, G. (2019). Yaşlılarda termal sağlık turizmi hizmet algısı: Sivas ili örneği, Gümüşhane Üniversitesi Sosyal Bilimler Enstitüsü Elektronik Dergisi, 10(1),140-153.
  • Tripathi, S. N. and Siddiqui M. H. (2018). Assessing the quality of healthcare services: A SERVQUAL approach, International Journal of Healthcare Management, 1-12.
  • Zaim, H. and Tarım, M. (2010). Hasta memnuniyeti: kamu hastaneleri üzerine bir alan araştırması. Sosyal Siyaset Konferansları Dergisi, 59(2):1-24.

Assestment of hospital service quality from the view of physician, patient and health managers

Year 2020, Volume: 42 Issue: 1, 28 - 38, 20.05.2020

Nurperihan Tosun , Sümeyye Arslan Kurtuluş

https://doi.org/10.7197/cmj.vi.646531

Abstract



Objective: Today, increasing competition conditions, increasing costs, changing the diagnosis and treatment methods with the advancement of technology, and increasing patient expectations increase the importance of service quality in the health sector.
The aim of this study is to evaluate the service quality in hospital from the perspective of patients, hospital managers and physicians.
Method: The population and sample of the study consisted of physicians, patients and hospital managers in Sivas Numune Hospital. The study was conducted with 60 participants who voluntarily agreed to participate. Two-part survey method was used as data collection tool. In the first part, the questions about the identifier characteristics of the participants and the second part are the five-dimensional SERVPERF scale. The data were collected by the researcher between 25.04.2019 and 10.05.2019 by face to face interview technique. AHP analysis was performed in the study.
Findings and Results: The study was carried out with 20 patients, 20 physicians and 20 managers. 66.7% of the participants were male; 73.3% were married and 76% of them are at undergraduate and graduate level. 70% of the patients participated in the study provided 3 or more applications. According to the results of AHP analysis, reliability, responsiveness, assurance, tangibles and empathy dimension were found to be important for the evaluation of service quality. The importance of physicians for tangibles, empathy, assurance, reliability and responsiveness. For hospital managers, the importance rankings are empathy, tangibles, reliability, assurance and responsiveness. Although there are studies evaluating hospital service quality from the perspective of patients in the literature, there are no studies evaluating the internal and external stakeholders together.

Keywords

Service Quality Analytic Hierarchy Process HOSPITAL

References

  • Al-Borie, H.M. Damanhouri, A.M.S. (2013). Patients’ Satisfaction Of Service Quality in Saudi Hospitals: A SERVQUAL Analysis, International Journal of Health Care Quality Assurance, 26(1): 20-30.
  • Biçer, F.D, Gülmez, A. (2016). Toplam Kalite Yönetimi Çerçevesinde Hizmet Pazarlaması Ve Havayolu Firmalarında Bir Araştırma. Cumhuriyet Üniversitesi Edebiyat Fakültesi Sosyal Bilimler Dergisi, 40 (1) , 325-35 .
  • Bolton, R. N., Drew J. H. (1991). A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes, Journal of Marketing, 55 (January), pp.1-9.
  • Chaniotakis I. E., Lymperopoulos, C. (2009). Service quality effect on satisfaction and Word of mouth in the health care industry. Managing Service Quality: An International Journal, 19(2):229-242, https://doi.org/10.1108/09604520910943206
  • Çağlıyan, V. (2017). Sağlık Kurumlarında Hizmet Kalitesi Analizi: Tıp Fakültesi Hastanesi Örneği, Selçuk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, (37): 254-264.
  • Demirer, Ö. and Bülbül, H. (2014). Kamu Ve Özel Hastanelerde Hizmet Kalitesi, Hasta Tatmini Ve Tercihi Arasındaki Ilişki: Karşılaştırmalı Bir Analiz. Amme Idaresi Dergisi, 47(2):95-119.
  • Devebakan, N. (2006). Sağlık Işletmelerinde Teknik Ve Algılanan Kalite. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi. 8(1):120-149.
  • Dursun, P. and Çerçi, U . (2004). Algılanan Sağlık Hizmeti Kalitesi, Algılanan Değer, Hasta Tatmini ve Davranışsal Niyet İlişkileri Üzerine Bir Araştırma. Erciyes Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 1-6.
  • Gülmez, M. and Kitapcı, O. (2008). Hastane Hizmet Kalitesi ve Bir Uygulama, H.U. İktisadi ve İdari Bilimler Fakültesi Dergisi, 26(1), 165-186.
  • Hu H.Y., Lee Y.C. and Yen T.M. (2010). Service Quality Gaps Analysis Based On Fuzzy Linguistic SERVQUAL With A Case Study in Hospital Out-Patient Services, The TQM Journal, 22(5): 499-515.
  • Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., Rostami ,F. (2016). Patients’ expectations and perceptions of service quality in the selected hospitals. Med Arch.70:135-9.
  • Nekoei-Moghadam, M. and Amiresmaili, M. (2011). Hospital services quality assessment: hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International Journal of Health Care Quality Assurance, 24: 57–66.
  • Papatya, G., Papatya, N., Hamşıoğlu, A. B. (2012). Sağlık İşletmelerinde Algılanan Hizmet Kalitesi ve Hasta Memnuniyeti: İki Özel Hastanede Karşılaştırmalı Bir Araştırma. Kırıkkale Üniversitesi Sosyal Bilimler Dergisi, 2 (1): 87-108.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment Of The Servqual Scale. Journal Of Retailing, 67(4), 420.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model Of Service Quality And Its Implications For Future Research. The Journal Of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc. Journal Of Retailing, 64(1), 12-40.
  • Pekkaya, M, .Pulat İmamoğlu, Ö., Koca, H. (2017). Evaluation of healthcare service quality via Servqual scale: an application on a hospital. Int J Healthc Manag. 12:4, 340-347. DOI:10.1080/20479700.2017.1389474
  • Rahman, S., Erdem, R., & Devebakan, N. (2007). Hizmet kalitesinin SERVQUAL ölçeği ile değerlendirilmesi: Elazığ’daki hastaneler üzerinde bir çalışma. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 9(3), 37-55.
  • Rashid Wan Edura Wan, Jusoff Hj. Kamaruzaman. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), pp.471-482, https:// doi.org/10.1108/09526860910975580
  • Rezaei, S., Mati, B. K., Moradi, K., Bijan, B., Fallahi, M., & Shokati, B,, et al. (2016). Measurement of Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian Patients’ Perspective. Electronic Physician, 8(3):2101–2106. pmid:27123218
  • Qolipour, M. and Torabipour, A. (2018). Assessing medical tourism services quality using SERVQUAL model: A patient’s perspective. Iran J Public Health, 47(1):103-10.
  • Shafiq, M., Naeem, M.A., Munawar, Z. ve Fatima, I. (2017). Service quality assessment of hospitals in Asian context: an empirical evidence from Pakistan, Inquiry: Journal of Healthcare Organization, Provision and Financing, Vol. 54, pp. 1-12.
  • Savaş, H. and Kesmez, A.G. (2014). Hizmet Kalitesinin Servqual Modeli İle Ölçülmesi: Aile Sağlığı Merkezleri Üzerine Bir Araştırma. Pamukkale Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 17:1-13.
  • Seth N., Deshmukh S.G., Vrat P. (2005). Service quality models: a review, International Journal of Quality & Reliability Management, 22(9), pp.913-949, https://doi.org/10.1108/02656710510625211
  • Singh, A., Prasher, A. ve Kaur, N. (2018). Assessment of hospital service quality parameters from patient, doctor and employees’ perspectives, Total Quality Management & Business Excellence, DOI: 10.1080/14783363.2018.1487283
  • Önder, G. ve Önder, E. (2015). “Analitik Hiyerarşi Süreci” (Ed. Bahadır Fatih Yıldırım, & Emrah Önder içinde, Çok Kriterli Karar Verme Yöntemleri. Dora Basım Yayım Dağıtım, Bursa.
  • Özgün Ova, P., Biçer, E.B., Yurcu, G. (2019). Yaşlılarda termal sağlık turizmi hizmet algısı: Sivas ili örneği, Gümüşhane Üniversitesi Sosyal Bilimler Enstitüsü Elektronik Dergisi, 10(1),140-153.
  • Tripathi, S. N. and Siddiqui M. H. (2018). Assessing the quality of healthcare services: A SERVQUAL approach, International Journal of Healthcare Management, 1-12.
  • Zaim, H. and Tarım, M. (2010). Hasta memnuniyeti: kamu hastaneleri üzerine bir alan araştırması. Sosyal Siyaset Konferansları Dergisi, 59(2):1-24.
There are 29 citations in total.

Details

Primary Language English
Subjects Health Care Administration
Journal Section Medical Science Research Articles
Authors

Nurperihan Tosun 0000-0001-6548-3099

Sümeyye Arslan Kurtuluş 0000-0003-4782-5061

Publication Date May 20, 2020
Acceptance Date May 20, 2020
Published in Issue Year 2020Volume: 42 Issue: 1

Cite

AMA Tosun N, Arslan Kurtuluş S. Assestment of hospital service quality from the view of physician, patient and health managers. CMJ. May 2020;42(1):28-38. doi:10.7197/cmj.vi.646531