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Customer satısfactıon ın prıvate health organızatıons: an empirical study

Listed author(s):
  • Abdulvahap Baydas

    ()

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

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    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.

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    File URL: http://reaser.eu/RePec/rse/wpaper/REASER8_4Baydas_P43-56.pdf
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    Article provided by Pro Global Science Association in its journal Published in Review of Applied Socio-Economic Research.

    Volume (Year): 8 (2014)
    Issue (Month): 2 (June)
    Pages: 43-56

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    Handle: RePEc:rse:wpaper:v:8:y:2014:i:2:p:43-56
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    Web page: http://www.reaser.eu/pgsa/
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    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.
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