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Customer satısfactıon ın prıvate health organızatıons: an empirical study

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  • Abdulvahap Baydas

    () (Bingol University, Department of Business Administration, Bingol, Turkey)

Abstract

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 people’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.

Suggested Citation

  • Abdulvahap Baydas, 2014. "Customer satısfactıon ın prıvate health organızatıons: an empirical study," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 8(2), pages 43-56, June.
  • Handle: RePEc:rse:wpaper:v:8:y:2014:i:2:p:43-56
    as

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    References listed on IDEAS

    as
    1. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    2. Bogart, Laura M. & Bird, Sheryl Thorburn & Walt, Lisa C. & Delahanty, Douglas L. & Figler, Jacqueline L., 2004. "Association of stereotypes about physicians to health care satisfaction, help-seeking behavior, and adherence to treatment," Social Science & Medicine, Elsevier, vol. 58(6), pages 1049-1058, March.
    3. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    4. 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.
    Full references (including those not matched with items on IDEAS)

    More about this item

    Keywords

    customer satisfaction; service quality; health;

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other

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