Evaluation of Hospital Vision and Mission Statements in terms of Customer Orientation: A Content Analysis for Private Hospitals in Türkiye

Tuğba Şahin Çiçek; Furkan Alp; Ahmet Genc

Makale detayları

Evaluation of Hospital Vision and Mission Statements in terms of Customer Orientation: A Content Analysis for Private Hospitals in Türkiye

Yazarlar:

Tuğba Şahin Çiçek | Furkan Alp | Ahmet Genc

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Health Policy

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 1, pp.21-39

Belge Tipi:

Makale

Yayın Tarihi:

3/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001344528

pISSN:

2149-1658

Anahtar kelimeler:

Özet:

 This study aims to examine the vision and purpose statements of private hospitals in Türkiye with regard to their level of customer orientation. In order to achieve this objective, an examination was conducted on the purpose and vision statements of 494 privately owned hospitals in Türkiye. The vision and purpose statements of hospitals were subjected to content analysis using Nwankwos 1995 customer orientation criteria. The evaluation of the vision and purpose statements was based on the following criteria: Defining refers to the emphasis placed on customer-centricity, Sensitivity pertains to the proactive approach adopted, Measuring signifies the adoption of a formalized approach, and Implementation denotes the commitment to taking decisive actions. Ultimately, it was determined that 82 of hospitals possessed purpose and vision statements. The findings of the study indicate that hospitals prioritize the requirements of patients and their families as the focal point of their service provision. The vision statement, accounting for 19.4 of the total content, and the mission statement, comprising 18.5 of the overall content, both emphasize the development of innovative strategies aimed at enhancing the provision of distinct service delivery to patients and their families. Nevertheless, the rate of utilization is relatively inadequate in the context of health services that heavily rely on technological advancements.

 This study aims to examine the vision and purpose statements of private hospitals in Türkiye with regard to their level of customer orientation. In order to achieve this objective, an examination was conducted on the purpose and vision statements of 494 privately owned hospitals in Türkiye. The vision and purpose statements of hospitals were subjected to content analysis using Nwankwos 1995 customer orientation criteria. The evaluation of the vision and purpose statements was based on the following criteria: Defining refers to the emphasis placed on customer-centricity, Sensitivity pertains to the proactive approach adopted, Measuring signifies the adoption of a formalized approach, and Implementation denotes the commitment to taking decisive actions. Ultimately, it was determined that 82 of hospitals possessed purpose and vision statements. The findings of the study indicate that hospitals prioritize the requirements of patients and their families as the focal point of their service provision. The vision statement, accounting for 19.4 of the total content, and the mission statement, comprising 18.5 of the overall content, both emphasize the development of innovative strategies aimed at enhancing the provision of distinct service delivery to patients and their families. Nevertheless, the rate of utilization is relatively inadequate in the context of health services that heavily rely on technological advancements.

 This study aims to examine the vision and purpose statements of private hospitals in Türkiye with regard to their level of customer orientation. In order to achieve this objective, an examination was conducted on the purpose and vision statements of 494 privately owned hospitals in Türkiye. The vision and purpose statements of hospitals were subjected to content analysis using Nwankwos 1995 customer orientation criteria. The evaluation of the vision and purpose statements was based on the following criteria: Defining refers to the emphasis placed on customer-centricity, Sensitivity pertains to the proactive approach adopted, Measuring signifies the adoption of a formalized approach, and Implementation denotes the commitment to taking decisive actions. Ultimately, it was determined that 82 of hospitals possessed purpose and vision statements. The findings of the study indicate that hospitals prioritize the requirements of patients and their families as the focal point of their service provision. The vision statement, accounting for 19.4 of the total content, and the mission statement, comprising 18.5 of the overall content, both emphasize the development of innovative strategies aimed at enhancing the provision of distinct service delivery to patients and their families. Nevertheless, the rate of utilization is relatively inadequate in the context of health services that heavily rely on technological advancements.

 This study aims to examine the vision and purpose statements of private hospitals in Türkiye with regard to their level of customer orientation. In order to achieve this objective, an examination was conducted on the purpose and vision statements of 494 privately owned hospitals in Türkiye. The vision and purpose statements of hospitals were subjected to content analysis using Nwankwos 1995 customer orientation criteria. The evaluation of the vision and purpose statements was based on the following criteria: Defining refers to the emphasis placed on customer-centricity, Sensitivity pertains to the proactive approach adopted, Measuring signifies the adoption of a formalized approach, and Implementation denotes the commitment to taking decisive actions. Ultimately, it was determined that 82 of hospitals possessed purpose and vision statements. The findings of the study indicate that hospitals prioritize the requirements of patients and their families as the focal point of their service provision. The vision statement, accounting for 19.4 of the total content, and the mission statement, comprising 18.5 of the overall content, both emphasize the development of innovative strategies aimed at enhancing the provision of distinct service delivery to patients and their families. Nevertheless, the rate of utilization is relatively inadequate in the context of health services that heavily rely on technological advancements.

Makale detayları

Evaluation of Hospital Vision and Mission Statements in terms of Customer Orientation: A Content Analysis for Private Hospitals in Türkiye

Yazarlar:

Tuğba Şahin Çiçek | Furkan Alp | Ahmet Genc

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Health Policy

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 1, pp.21-39

Belge Tipi:

Makale

Yayın Tarihi:

3/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001344528

pISSN:

2149-1658

Mission

Vision

Private Hospital

Customer OrientationMission

Vision

Private Hospital

Customer Orientation

Sayı

Makale detayları

Yazarlar: Tuğba Şahin Çiçek | Furkan Alp | Ahmet Genc

Yayıncı: Burdur Mehmet Akif Ersoy University

Ana Başlıklar: Health Policy

Dergi: Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 1, pp.21-39

Belge Tipi: Makale

Yayın Tarihi: 3/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001344528

pISSN: 2149-1658

Sayı

Yazarlar:

Tuğba Şahin Çiçek | Furkan Alp | Ahmet Genc

Yayıncı:

Burdur Mehmet Akif Ersoy University

Ana Başlıklar:

Health Policy

Dergi:

Journal of Mehmet Akif Ersoy University Economics and Administrative Sciences Faculty Vol.12 Issue 1, pp.21-39

Belge Tipi:

Makale

Yayın Tarihi:

3/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001344528

pISSN:

2149-1658