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Covid-19 pandemisi gibi tüm tüketicilerin sağlığını ilgilendiren olağanüstü dönemler, hastanelerin hizmet kalitesinin değerlendirilmesini zorunlu kılmaktadır. Bu çalışmanın amacı, Covid-19 pandemisi döneminde tüketicilerin hastane hizmet kalitesi faktörlerine ilişkin memnuniyet düzeylerini belirlemektir. Araştırmada ayrıca tüketicilerin temizlik obsesyon ve kompulsiyon düzeyleri ile hastane anksiyete ve depresyon düzeylerinin hastane hizmet kalitesi faktörleri arasındaki ilişki incelenmiştir. Bu amaçlar doğrultusunda 419 katılımcının anketi değerlendirmeye alınmıştır. Veri analizinde ise Bağımsız Örneklem T Testi, Tek Yönlü Varyans Analizi (ANOVA) ve Tukey Testi kullanılmıştır. Yapılan analizler sonucunda tüketicilerin Covid-19 pandemisi döneminde hizmet kalitesi faktörlerinden beklenti düzeylerinin algı düzeylerinden fazla olduğu tespit edilmiştir. Elde edilen bu sonuçlar, tüketicilerin içinde bulundukları olağanüstü süreçlerde hizmet aldıkları hastanelerden memnuniyetlerine ilişkin beklenti ve algılarını değiştirebildiğini göstermektedir. Bu çalışma, araştırma konusu itibariyle ilgili literatürde yapılmış ilk çalışma olması ve pandemi döneminde hastane hizmet kalitesini ele almış olması açısından önem taşımaktadır.
Emergency periods concerning the health of all consumers, such as the Covid-19 pandemic, make it compulsory for hospitals to evaluate the quality of service. The aim of this study is to determine the levels of satisfaction of consumers with regard to the quality of hospital service factors during the Covid-19 pandemic period. The study also studied the relationship between consumers' cleaning obsession and compulsion levels and hospital anxiety and depression levels of hospital service quality factors. In accordance with this goal, 419 participants were surveyed. In the data analysis, the independent sample T test, the one-way variance analysis (ANOVA) and the Tukey test were used. The results of the analysis have found that consumers in the period of Covid-19 pandemic expectations from service quality factors exceeded perception levels. These findings show that consumers can change their expectations and perceptions about their satisfaction from hospitals they receive in their extraordinary processes. This study is important in terms of being the first study in the literature related to the subject of the research and the quality of hospital service in the pandemic period.
Extraordinary periods that concern the health of all consumers, such as the Covid-19 pandemic, necessitate the evaluation of the service quality of hospitals. The purpose of this study is to determine the satisfaction levels of consumers from hospital service quality factors during the Covid-19 pandemic. The study also examined the relationship between the cleaning obsession and compulsion levels of consumers and the hospital service quality dimensions of hospital anxiety and depression levels. For these purposes, the questionnaires of 419 participants were evaluated. Independent Sample T Test, One Way Analysis of Variance (ANOVA) and Tukey Test were used in data analysis. As a result of the analysis, it was determined that the expectation levels of the consumers from the service quality factors during the Covid-19 pandemic period were higher than their perception levels. These results show that consumers can change their expectations and perceptions about their satisfaction with the hospitals they receive service in during extraordinary processes.This study is important in terms of being the first study in the relevant literature in terms of the research subject and in terms of evaluating the hospital service quality during the pandemic period.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Ulusal
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