The Relationship between Service Quality in Health, Corporate Image and Patient Satisfaction

Service quality in health has an important place in terms of patient satisfaction, and meeting patient expectations and providing services that meet the patient's wishes and needs are very important for the health sector. Patients' wishes and needs may vary depending on their age, gender, educational status and socio-cultural structure. In this sense, it is very important to analyze the wishes and needs correctly. This study aimed to evaluate the perception of health service quality, patient satisfaction and corporate image in terms of demographic characteristics. Quality in health services, patient expectations and corporate image processes in hospitals were mentioned. In addition, the demographic characteristics that will affect patients' satisfaction levels and the demographic characteristics that are effective in the service quality and institutional image evaluation processes are also included. Increasing competition conditions in the health sector have also caused patients' demands and expectations to change. In this context, hospitals have given importance to quality service delivery and corporate image perception in order to reach the ever-increasing level of satisfaction. The study was applied to 535 patients receiving service in Istanbul. The aim of this study is to determine the relationship between service quality and corporate image and patient satisfaction. Additionally, it was investigated whether there were differences in terms of demographic and general characteristics for service quality, corporate image and patient satisfaction. Since the data were not normally distributed, non-parametric methods were used. No significant difference was determined in terms of gender and having a healthcare worker in the family. A significant difference was observed in terms of marital status, age, education and income. Service quality, corporate image and patient satisfaction scores of single people, people between the ages of 41-50, people with primary school degrees, and people whose income exceeded their expenses were significantly higher. There is a significant positive correlation between patient satisfaction and institutional image at a rate of 70.1% (r = 0.701, p