Analyzing perceived healthcare service quality on patient related outcomes
INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, cilt.8, ss.478-497, 2016 (ESCI, Scopus)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 8
- Basım Tarihi: 2016
- Doi Numarası: 10.1108/ijqss-04-2015-0042
- Dergi Adı: INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
- Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus
- Sayfa Sayıları: ss.478-497
- Anahtar Kelimeler: Health service quality, Patient satisfaction, Quality management, Positive word-of-mouth, Public hospital, Repatronate intention, WORD-OF-MOUTH, PHYSICAL SURROUNDINGS, CONSUMER PERCEPTIONS, SATISFACTION, IMPACT, MANAGEMENT, MODEL, CUSTOMERS, PATRONAGE, COMMUNICATION
- Yıldız Teknik Üniversitesi Adresli: Evet
Özet
Purpose - Through the lens of a total quality management approach, this paper aims to examine the effects of health-care service quality on patient satisfaction, repatronage intention (RI) and positive word-of mouth (PWOM) at a public hospital specialized in women and children's diseases. The contribution is to measure and compare patient expectations and perceptions related to the public health service quality.