Customer satÄ±sfactÄ±on Ä±n prÄ±vate health organÄ±zatÄ±ons: an empirical study
The service sector is developing fast as a result of the complex business environment, changes in the society and individual expectations. One of the fastest growing industries in the service sector is healthcare industry. In protecting peopleâ€™s health, the quality of service is important for providing better treatment, increasing satisfaction and improving organization's image. Customer satisfaction and service quality are often treated together as functions of customer's perceptions and expectations. This study empirically explores the relationship between hospital quality management and service quality performance for the sample of the patients at the private hospitals in Sivas. The study consists of 148 randomly chosen patients treated in private hospitals.
Volume (Year): 8 (2014)
Issue (Month): 2 (June)
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- Andaleeb, Syed Saad, 2001. "Service quality perceptions and patient satisfaction: a study of hospitals in a developing country," Social Science & Medicine, Elsevier, vol. 52(9), pages 1359-1370, May.
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