Analyzing perceived healthcare service quality on patient related outcomes

Turan A., Bozaykut-Buk T.

INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, vol.8, pp.478-497, 2016 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 8
  • Publication Date: 2016
  • Doi Number: 10.1108/ijqss-04-2015-0042
  • Journal Name: INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.478-497
  • 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
  • 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.