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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

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