|
EMU I-REP >
03 Faculty of Business and Economics >
Theses (Master's and Ph.D) – Business and Economics >
Please use this identifier to cite or link to this item:
http://hdl.handle.net/11129/3765
|
Title: | Relationship between Service Quality and Patient Satisfaction in Case of TRNC |
Authors: | Tümer, Mustafa Aliyeva, Ismina Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration |
Keywords: | Business Administration Marketing Management Service Quality Customer Satisfaction Hospitals Health Services Cyprus, North patient satisfaction independent sample test ANOVA analysis OLS hospitals of TRNC |
Issue Date: | Jan-2015 |
Publisher: | Eastern Mediterranean University (EMU) - Doğu Akdeniz Üniversitesi (DAÜ) |
Citation: | Aliyeva, Ismina. (2015). Relationship between Service Quality and Patient Satisfaction in Case of TRNC. Thesis (M.A.), Eastern Mediterranean University, Institute of Graduate Studies and Research, Dept. of Business Administration, Famagusta: North Cyprus. |
Abstract: | The purpose of this thesis is to measure the hospital service quality in Turkish
Republic of Northern Cyprus (TRNC) from the perspective of patients and analyze
the relationships between service quality and patient satisfaction. Correlation matrix,
Independent Samples Test, one-way ANOVA and multiple regression techniques are
conducted to investigate the hospital service quality as well as the relationships
between service quality and patient satisfaction. The results show that patients
perceive service quality in a different way and they perceive the quality in private
hospitals higher than in public hospitals. The results also provide several useful
guidelines to the administration of hospitals in TRNC and the most important
satisfaction factor is estimated as quality.
Keywords: service quality, patient satisfaction, independent sample test, ANOVA
analysis, OLS, hospitals of TRNC Öz: Bu çalışmanın amacı hastaların bakış açısından KKTC'de hastane hizmet kalitesini
ölçmek, ve hizmet kalitesi ve hasta memnuniyeti arasındaki ilişkileri analiz etmek.
Koralasyonanalizi, t değerleri ve ANOVA analizi kullanılarak hastane hizmet
kalitesini ve hizmet kalitesi ile hasta memnuniyeti arasındaki ilişkileri ölçer. Ampirik
sonuçlar hasta algılamasının hizmet kalitesini farklı yönde algıladığı ve bu algının
özel hastahanelerde devlet hastahanelerine gore daha yüksek olduğu yönündedir.
Sonuçlar ayni zamanda birçok mevzuatın hastahanelerin hizmet gelişimine fayda
getirdiğini göstermiştir. Ayrıca, en önemli hasta memnuniyetinin hizmet kalitesi
olduğu da yapılan analizler sonucunda ispat edilmiştir.
Anahtar Sözcükler: t-testi, Anova analizi; EKKY; hızmet kalitesi, hasta
memnuniyeti, KKTC hastaneleri |
Description: | Master of Arts in Marketing Management. Thesis (M.A.)--Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration, 2015. Supervisor: Assoc. Prof. Dr. Mustafa Tümer. |
URI: | http://hdl.handle.net/11129/3765 |
Appears in Collections: | Theses (Master's and Ph.D) – Business and Economics
|
This item is protected by original copyright
|
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.
|