Analyzing perceived healthcare service quality on patient related outcomes


Turan A. , Bozaykut-Buk T.

INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, cilt.8, ss.478-497, 2016 (ESCI İndekslerine Giren Dergi) identifier identifier

  • Cilt numarası: 8
  • Basım Tarihi: 2016
  • Doi Numarası: 10.1108/ijqss-04-2015-0042
  • Dergi Adı: INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
  • Sayfa Sayıları: ss.478-497

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.