Copy For Citation
Turan A., Bozaykut-Buk T.
INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, vol.8, pp.478-497, 2016 (ESCI)
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Publication Type:
Article / Article
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Volume:
8
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Publication Date:
2016
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Doi Number:
10.1108/ijqss-04-2015-0042
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Journal Name:
INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
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Journal Indexes:
Emerging Sources Citation Index (ESCI), Scopus
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Page Numbers:
pp.478-497
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Keywords:
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
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Yıldız Technical University Affiliated:
Yes
Abstract
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.