Today, the satisfaction of people who benefit from health systems and health systems are gaining importance. In this context, analyzing the basic concepts affecting customer satisfaction and analyzing the interactions of these concepts became essential for an accurate health system management. It is inevitable that the priorities of the customers are determined, and action is taken in line with these priorities. The concepts of Perceived Service Quality, Trust, and Organizational Image are the subjects of this study. The number of studies analyzing these four concepts together is deficient. The study was carried out in the district of
Bakırköy. Sadi Konuk Research Hospital, Bakırköy. Sadi Konuk Hospital has 20 polyclinics, 359 beds and 800–1500 people in a day and it is the largest hospital in the region. The data of the study were collected from patients in these outpatient clinics. By using a convenience sampling method, polyclinic patients with at least two hospital visits responded to the questionnaire. Various demographic data were collected under the name of Age, Gender, Marital Status, Education Level, and Number of Arrival to Hospital. The questions were asked objectively, and the patients were asked to answer each question. According to the results obtained from the study, Perceived Service Quality is positively affected by Patient Satisfaction, Organizational Image, and Trust. Trust, Patient Satisfaction, and Organizational Image adversely affect Trust. Organizational Image also positively affects Patient Satisfaction.
Perceived Service Quality Patient Satisfaction Organizational Image Trust Healthcare
This is a preview of subscription content, log in to check access.
Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Mark Res 18(1):39–50CrossRefGoogle Scholar
Hair JF, Anderson RE, Tatham RL, Black WC (1998) Multivariate data analysis with reading. Prentice Hall, LondonGoogle Scholar
Hawthorne G, Sansoni J, Hayes L, Marosszeky N, Sansoni E (2014) Measuring patient satisfaction with health care treatment using the Short Assessment of Patient Satisfaction measure delivered superior and robust satisfaction estimates. J Clin Epidemiol 67(5):527–537CrossRefGoogle Scholar
Lt Hu, Bentler PM (1999) Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Struct Equ Model Multidisciplinary J 6(1):1–55CrossRefGoogle Scholar
Israel GD (2003) Determining sample size. Technical report No. PEOD-6. University of Florida, Institute of Food and Agricultural Sciences, FloridaGoogle Scholar
Mache S, Vitzthum K, Klapp BF, Groneberg DA (2012) Improving quality of medical treatment and care: are surgeons’ working conditions and job satisfaction associated to patient satisfaction? Langenbeck’s Arch Surg 397(6):973–982CrossRefGoogle Scholar
Segars AH (1997) Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research. Omega 25(1):107–121CrossRefGoogle Scholar
Senić V, Marinković V (2013) Patient care, satisfaction and service quality in health care. Int J Consum Stud 37(3):312–319CrossRefGoogle Scholar
Sharma S, Mukherjee S, Kumar A, Dillon WR (2005) A simulation study to investigate the use of cutoff values for assessing model fit in covariance structure models. J Bus Res 58(7):935–943CrossRefGoogle Scholar
Silvestro R (2005) Applying gap analysis in the health service to inform the service improve agenda. Int J Qual Reliab Manag (22)Google Scholar