A research on the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty

Gizem Doğan; Şeniz Özhan

Makale detayları

A research on the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty

Yazarlar:

Gizem Doğan | Şeniz Özhan

Yayıncı:

Ordu University

Ana Başlıklar:

Hizmet Pazarlaması

Dergi:

Ordu Üniversitesi Sosyal Bilimler Enstitüsü Sosyal Bilimler Araştırmaları Dergisi Vol.15 Issue 2, pp.1012-1037

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001343378

pISSN:

1309-9302

Anahtar kelimeler:

Özet:

 Health services have started to develop new approaches to ensure their continuity within the service sector, along with the changes and developments in service marketing. In the light of these developments, the understanding of quality in health services has begun to be adopted and a patient-oriented health service is aimed. In this regard, health institutions develop strategies to increase their loyalty to the institution by trying to ensure that patients are satisfied in order to provide a quality service. In this research, the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty and the relationship between the variables were examined with a structural equation model. The population of the research occur of patients over the age of 18 who are hospitalized in all services except intensive care at Tekirdağ Namık Kemal University Health Practice and Research Hospital. For the research, a survey was conducted with 400 people selected by convenience sampling method, without any demographic discrimination among inpatients. Relationships between perceived service quality, perceived value, hospital image, patient satisfaction and patient loyalty have emerged. It has been determined that perceived value and hospital image have a positive effect on patient satisfaction and loyalty. It was observed that perceived service had a significant value on perceived value and hospital image, but there was no direct significant effect on patient satisfaction.

 Health services have started to develop new approaches to ensure their continuity within the service sector, along with the changes and developments in service marketing. In the light of these developments, the understanding of quality in health services has begun to be adopted and a patient-oriented health service is aimed. In this regard, health institutions develop strategies to increase their loyalty to the institution by trying to ensure that patients are satisfied in order to provide a quality service. In this research, the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty and the relationship between the variables were examined with a structural equation model. The population of the research occur of patients over the age of 18 who are hospitalized in all services except intensive care at Tekirdağ Namık Kemal University Health Practice and Research Hospital. For the research, a survey was conducted with 400 people selected by convenience sampling method, without any demographic discrimination among inpatients. Relationships between perceived service quality, perceived value, hospital image, patient satisfaction and patient loyalty have emerged. It has been determined that perceived value and hospital image have a positive effect on patient satisfaction and loyalty. It was observed that perceived service had a significant value on perceived value and hospital image, but there was no direct significant effect on patient satisfaction.

 Health services have started to develop new approaches to ensure their continuity within the service sector, along with the changes and developments in service marketing. In the light of these developments, the understanding of quality in health services has begun to be adopted and a patient-oriented health service is aimed. In this regard, health institutions develop strategies to increase their loyalty to the institution by trying to ensure that patients are satisfied in order to provide a quality service. In this research, the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty and the relationship between the variables were examined with a structural equation model. The population of the research occur of patients over the age of 18 who are hospitalized in all services except intensive care at Tekirdağ Namık Kemal University Health Practice and Research Hospital. For the research, a survey was conducted with 400 people selected by convenience sampling method, without any demographic discrimination among inpatients. Relationships between perceived service quality, perceived value, hospital image, patient satisfaction and patient loyalty have emerged. It has been determined that perceived value and hospital image have a positive effect on patient satisfaction and loyalty. It was observed that perceived service had a significant value on perceived value and hospital image, but there was no direct significant effect on patient satisfaction.

 Hizmet pazarlamasındaki değişim ve gelişmelerle birlikte sağlık hizmetleri, hizmet sektörü içerisinde sürekliliğini sağlamaya yönelik yeni yaklaşımlar geliştirmeye başlamıştır. Bu konuda sağlık kurumları kaliteli bir hizmet sunabilmek için hastaların memnuniyetini sağlamaya çalışarak kuruma olan bağlılıklarını artıracak stratejiler geliştirmektedir. Bu araştırmada algılanan hizmet kalitesi, algılanan değer ve hastane imajının hasta memnuniyeti ve sadakati üzerindeki etkisi ve değişkenler arasındaki ilişki yapısal eşitlik modeliyle incelenmiştir. Araştırmanın evrenini Tekirdağ Namık Kemal Üniversitesi Sağlık Uygulama ve Araştırma Hastanesinin yoğun bakım dışındaki tüm servislerinde yatan 18 yaş üstü hastalar oluşturmaktadır. Araştırma için yatan hastalar arasında herhangi bir demografik ayrım gözetilmeksizin kolayda örnekleme yöntemiyle seçilen 400 kişiyle anket uygulandı. Algılanan hizmet kalitesi, algılanan değer, hastane imajı, hasta memnuniyeti ve hasta sadakati arasındaki ilişkiler ortaya çıkmıştır. Algılanan değer ve hastane imajının hasta memnuniyeti ve sadakati üzerinde olumlu etkisi olduğu tespit edilmiştir. Algılanan hizmetin algılanan değer ve hastane imajı üzerinde anlamlı bir değere sahip olduğu ancak hasta memnuniyeti üzerinde doğrudan anlamlı bir etkisinin olmadığı görülmüştür.

Makale detayları

A research on the effects of perceived service quality, perceived value and hospital image on patient satisfaction and loyalty

Yazarlar:

Gizem Doğan | Şeniz Özhan

Yayıncı:

Ordu University

Ana Başlıklar:

Hizmet Pazarlaması

Dergi:

Ordu Üniversitesi Sosyal Bilimler Enstitüsü Sosyal Bilimler Araştırmaları Dergisi Vol.15 Issue 2, pp.1012-1037

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001343378

pISSN:

1309-9302

Perceived service quality

perceived value

hospital image

patient satisfaction

patient loyaltyAlgılanan hizmet kalitesi

algılanan değer

hastane imajı

hasta memnuniyeti

hasta sadakati

Sayı

Makale detayları

Yazarlar: Gizem Doğan | Şeniz Özhan

Yayıncı: Ordu University

Ana Başlıklar: Hizmet Pazarlaması

Dergi: Ordu Üniversitesi Sosyal Bilimler Enstitüsü Sosyal Bilimler Araştırmaları Dergisi Vol.15 Issue 2, pp.1012-1037

Belge Tipi: Makale

Yayın Tarihi: 6/2025

Belge Dili: İngilizce

Document ID (Org No.): 2001343378

pISSN: 1309-9302

Sayı

Yazarlar:

Gizem Doğan | Şeniz Özhan

Yayıncı:

Ordu University

Ana Başlıklar:

Hizmet Pazarlaması

Dergi:

Ordu Üniversitesi Sosyal Bilimler Enstitüsü Sosyal Bilimler Araştırmaları Dergisi Vol.15 Issue 2, pp.1012-1037

Belge Tipi:

Makale

Yayın Tarihi:

6/2025

Belge Dili:

İngilizce

Document ID (Org No.):

2001343378

pISSN:

1309-9302