IDEAS home Printed from
   My bibliography  Save this article

Customer satısfactıon ın prıvate health organızatıons: an empirical study


  • Abdulvahap Baydas

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


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

    Download full text from publisher

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    Full references (including those not matched with items on IDEAS)

    More about this item


    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


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rse:wpaper:v:8:y:2014:i:2:p:43-56. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Manuela Epure). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.