Author/Authors :
Demirer, Ömür Hitit Üniversitesi - İktisadi ve İdari Bilimler Fakültesi (İ İ B F ) - İşletme Bölümü, Türkiye , Bülbül, Hasan Niğde Üniversitesi - İktisadi ve İdari Bilimler Fakültesi - İşletme Bölümü, Turkey
Title Of Article :
The Relationships between Service Quality, Patient Satisfaction and Preference in Public and Private Hospitals in Turkey: A Comparative Study
Abstract :
This study comparatively explores the suitability of SERVQUAL and the rela-tionship between perceived service quality, patient satisfaction, and patient preference (intent to revisit the hospital) for the public and private hospitals in Turkey. The results of exploratory and confirmatory factor analysis indicated that SERVQUAL is a valid and reliable instrument to measure health care service quality in Turkey. However, the dimensions of SERVQUAL are not confirmed. Public hospitals’ quality is composed of two dimensions (i. reliability-tangibility and ii. responsiveness-assurance-empathy); private hospitals’ quality is composed of three dimensions (i. reliability-assurance, ii. tangibility and iii. empathy). Structural equation analysis showed that perceived service quality has a significant positive impact on patient satisfaction and patient satisfaction has a significant positive impact on patient preference both in public and private hospi-tals. On the other hand, perceived service quality directly affects patient preference in public hospitals while the same effect is indirect thanks to patient satisfaction in private hospitals.
NaturalLanguageKeyword :
SERVQUAL , service quality , patient satisfaction , structural equation mo , deling.
JournalTitle :
Amme Idaresi Dergisi
