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Covid-19 Pandemisi Döneminde Hastanelerde Hizmet Kalitesi Üzerine Bir Araþtýrma

Author

Listed:
  • Aybike Tuba ÖZDEN

    (Dr., On Dokuz Mayýs Üniversitesi, aybike.ozden@omu.edu.tr,)

Abstract

Covid-19 pandemisi gibi tüm tüketicilerin saðlýðýný ilgilendiren olaðanüstü dönemler, hastanelerin hizmet kalitesinin deðerlendirilmesini zorunlu kýlmaktadýr. Bu çalýþmanýn amacý, Covid-19 pandemisi döneminde tüketicilerin hastane hizmet kalitesi faktörlerine iliþkin memnuniyet düzeylerini belirlemektir. Araþtýrmada ayrýca tüketicilerin temizlik obsesyon ve kompulsiyon düzeyleri ile hastane anksiyete ve depresyon düzeylerinin hastane hizmet kalitesi faktörleri arasýndaki iliþki incelenmiþtir. Bu amaçlar doðrultusunda 419 katýlýmcýnýn anketi deðerlendirmeye alýnmýþtýr. Veri analizinde ise Baðýmsýz Örneklem T Testi, Tek Yönlü Varyans Analizi (ANOVA) ve Tukey Testi kullanýlmýþtýr. Yapýlan analizler sonucunda tüketicilerin Covid-19 pandemisi döneminde hizmet kalitesi faktörlerinden beklenti düzeylerinin algý düzeylerinden fazla olduðu tespit edilmiþtir. Elde edilen bu sonuçlar, tüketicilerin içinde bulunduklarý olaðanüstü süreçlerde hizmet aldýklarý hastanelerden memnuniyetlerine iliþkin beklenti ve algýlarýný deðiþtirebildiðini göstermektedir. Bu çalýþma, araþtýrma konusu itibariyle ilgili literatürde yapýlmýþ ilk çalýþma olmasý ve pandemi döneminde hastane hizmet kalitesini ele almýþ olmasý açýsýndan önem taþýmaktadýr.

Suggested Citation

  • Aybike Tuba ÖZDEN, 2021. "Covid-19 Pandemisi Döneminde Hastanelerde Hizmet Kalitesi Üzerine Bir Araþtýrma," Isletme ve Iktisat Calismalari Dergisi, Econjournals, vol. 9(2), pages 42-66.
    • Handle: RePEc:eco:journ4:2021-02-2
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    More about this item

    Keywords

    Hastane Ýþletmeleri; Hizmet Kalitesi; Servqual; Covid-19;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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