Abstract:

This study was carried out to examine the effect of functional quality perception on technical quality perception and the effect of technical quality perception on patient loyalty in a private hospital in Elazig province. In addition, another aim of the study was to determine whether the participants' perceptions of technical quality, functional quality and patient loyalty differ according to demographic characteristics. Quantitative method was preferred as the research method. In the study, a questionnaire was applied to a total of 400 patients who received health services from a private hospital in Elazig. The data were analyzed with the SPSS 25 package program. Within the scope of the research, firstly, the dimensions of technical quality, functional quality and patient loyalty were tried to be determined. While technical quality and patient loyalty consisted of one dimension, functional quality dimensions consisted of "Reliability", "Tangibles”, and "Empathy" dimensions, respectively. As a result of the effect analysis made in the study, it was determined that the perception of functional quality had a significant effect on the perception of technical quality, and the perception of technical quality had a significant effect on patient loyalty. As a result of the difference analyzes made within the scope of the research, it was revealed that the patients' perception of technical quality, perception of functional quality and loyalty level differ according to some demographic characteristics.

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