Patient Perceptions about Service Quality of a Hospital in Turkey


İLKAY M. S. , Erdem O., VARİNLİ İ.

ADVACES IN MARKETING: THEORY, PRACTICE AND EDUCATION, United States Of America, 1 - 04 October 1999, pp.249-253

  • Publication Type: Conference Paper / Full Text
  • Country: United States Of America
  • Page Numbers: pp.249-253

Abstract

This study attempted to determine the service quality of a university teaching hospital in Turkey based on 32-items of patient perceptions. These perceptions were factor analyzed into eight dimensions. These eight dimensions of summated scales were used as independent variables to determine the service quality of the hospital. Only three of the dimensions were significant in the subsequent regression analysis. These three dimensions were professionalism of medical staff, effectiveness of hospital administration, and considerate service support.