Ahmet Mutlu AKYÜZ, Hasan AYYILDIZ
3.340 1.002


This study investigated the factors that are thought to be affect patient satisfaction in the health service organizations in Trabzon city within the framework of patient satisfaction in health services. The pro-posed hypotheses were tested under a structural equation model (SEM). The sample population for the study are the individuals who have already hospitalized and discharged from Trabzon City hospitals and accepted to represent their observations about health-care services. A draft questionnaire was developed to measure the factors in the model. All items under the factors were measured on a five-point Likert scale. Questionnaires were asked to adults who are over the age of 18 during face-to-face interviews. Data collection was carried out from January to March 2010 and 400 completed surveys were collected with a response rate of 89.5 percent. The Amos software package was used to perform the SEM and it was suc-cessfully performed. From the results of tested hypotheses, it was understood that patient satisfaction in the health service organizations in Trabzon city are respectively affected by managerial services, attention and politeness, cleanliness and hygiene, hospital informing services both directly and indirectly.

Tam metin:

PDF PDF (English)


AKSAKAL, T. and BILGILI, N. (2008), “The Evaluation of Satisfaction with Nursing Care; An Example of Gynaecology Service”, Erciyes Medical Journal, Vol. 30 (4), 242-249.

ANDERSON, E. A. (1995), “Measuring Service Quality at a University Health Clinic”, International Journal of Health Care Quality Assurance, Vol. 8 No. 2, 32-37.

ASHILL, N. J., CARRUTHERS, J., KRISJANOUS, J. (2005), “Antecedents and Outcomes of Service Recovery Performance in a Public Health-Care Environ-ment”, Journal of Services Marketing, 19/5, 293–308.

ASLAN, ġ., SEZGĠN, M., HAġILOĞLU, S. B. (2008), “The Research of the Customer Satisfaction and Factors of Constitutive Satisfaction in Non-governmental Health Care Organizations”, Journal of Muğla University Institute of Social Sci-ences, Vol. 20, 23-40.

ASLANTEKĠN, F., GÖKTAġ, B., ULUġEN, M., ERDEM, R. (2007), “Quality Experience In Health Services: Dr. Ekrem Hayri Üstündağ Gynaecology and Obstetrics Hospital Example”, Fırat Journal of Health Services, Vol. 2, No. 6, 55-71.

BELL, L. (2004), “Developing Service Quality in Mental Health Services”, International Journal of Health Care Quality Assurance, Vol. 17, No. 7, 401-406.

BITNER, M.J. and HUBBERT, A. M. (1994), “Encounter Satisfaction versus Overall Satisfaction versus Quality”, in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage, London, 72-94.

BUTLER, D., OSWALD, S. L., TURNER, D. E. (1996), “The Effects of Demographics on Determinants of Perceived Health-Care Service Quality The Case of Users And Observers”, Journal of Management in Medicine, Vol. 10, No. 5, 8-20.

DURSUN, Y. and ÇERÇI, M. (2004), “A Research on Perceived Service Quality, Perceived Value, Patient Satisfaction and Behavioural Intention Relation-ships”, Erciyes University, Economics and Administrative Sciences Faculty Journal, Vol. 23, 1-16.

ERDEM, R., RAHMAN, S., AVCI, L. ET AL. (2008), “The Effect of Patient Satisfaction on Patient Commitment”, Erciyes University, Economics and Adminis-trative Sciences Faculty Journal, Vol. 31, 95-110.

KILINÇ, C. Ç. (2007), “A Research on Customer Relations Management at Hospital Managements in Health Sector”, Review of Social, Economic & Business Studies, Vol.9/10, 309-332.

LEWIS, R.C. and BLOOMS, B.H. (1983), “The Marketing Aspects of Service Quality”, in Berry, L.L. (Ed.), Emerging Perspectives on Service Marketing, American Marketing Association, Chicago, IL, 99-104.

NESANIR, N. and DINÇ, G. (2008), “Patient Satisfaction Level of the Patients Who Were Hospitalized in Manisa City”, TAF Preventive Medicine Bulletin, Vol. 7/5, 419-428.

NORDGREN, L. (2009), “Value creation in health care services – develop-ing service productivity: Experiences from Sweden”, International Journal of Public Sector Management, Vol. 22, No. 2, 114-127.

ÖNSÜZ, M. F. (2008), “Ġ Satisfaction Levels of Hospitalized Patients in a University Hospital in Istanbul”, Marmara Medical Journal, Vol. 21 (1), 33-49.

ÖZCAN, M., ÖZKAYNAK V., TOKTAġ, Ġ. (2008), “The Satisfaction Lev-els of Outpatients in Silvan State Hospital Public”, Dicle Medical Journal, Vol. 35, No. 2, 96-101.

PARASURAMAN, A., ZEITHAML, V.A., BERRY, L.L. (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Ser-vice Quality”, Journal of Retailing, Vol. 64 No.1, 12-40.

PHILIP, G. and STEWART, J. (1999), “Involving Mental Health Service Users in Evaluating Service Quality”, International Journal of Health Care Quality Assurance, Vol. 12/5, 199-209.

SAENZ, T., MARCOULIDES, G.A., ELLEN, J., YOUNG, R. (1999), “The Relationship between College Experience and Academic Performance among Mi-nority Students”, The International Journal of Educational Management, Vol. 13/4, 199-207.

SKINNER, D., SAUNDERS, M. N.K. AND DUCKETT, H. (2004), “Poli-cies, promises and trust: improving working lives in the National Health Service”, The International Journal of Public Sector Management, Vol. 17, No. 7, 558-570.

TAM, J. L. M. (2007), “Linking Quality Improvement with Patient Satisfac-tion: A Study of a Health Service Centre”, Marketing Intelligence & Planning, Vol. 25, No. 7, 732-745.

URL, www.tuik.gov.tr/AltKategori.do?ust_id=11, (01.04.2010).