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The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals
Author(s) -
Bakan Ismail,
Buyukbese Tuba,
Ersahan Burcu
Publication year - 2013
Publication title -
the international journal of health planning and management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.672
H-Index - 41
eISSN - 1099-1751
pISSN - 0749-6753
DOI - 10.1002/hpm.2169
Subject(s) - turkish , service quality , quality (philosophy) , health care , descriptive statistics , patient satisfaction , marketing , service (business) , business , psychology , medicine , nursing , statistics , economics , philosophy , linguistics , mathematics , epistemology , economic growth
Summary This paper attempts to measure patients' perceptions of the quality of services in public and private healthcare centers in Turkey. The main aim was to examine the impact of the dimensions of patient‐perceived total quality service (TQS) on patients' satisfaction. The research framework and hypotheses are derived from a literature review of service quality and quality in the healthcare industry. The research data were collected through questionnaires and then statistically analyzed using descriptive statistics, Pearson product moment correlation and linear regression. The results suggest that service quality perceptions positively influence patient satisfaction with overall hospital care (SOHC). The most important factors identified in the regression model regarding patient SOHC are the quality of the hospital's social responsibility, administrative processes and overall experience of medical care received. These factors explain 74% of the variance in SOHC. The findings of the study can be used to improve TQS in both private and public hospitals. Copyright © 2013 John Wiley & Sons, Ltd.

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