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) identifier identifier

  • 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.