Özet:

Being ill or ill is one of the most important reasons that lead to the need for health care. Regardless of the differences in personal characteristics, such as age, gender, education, profession, all people are in the position of a potential customer in terms of healthcare. Being ill or ill is an unpredictable situation that individuals can not predict much in terms of timing. The disease can create a set of effects on people both physically and mentally. People need to learn or wonder about many topics about their diseases, such as the disease itself, its symptoms, its effects and how it can be treated. The failure to solve this need or curiosity completely may lead to an uncertainty perception in patients or more serious problems such as anxiety, anxiety. The presence or non-resolution of such problems may lead to negative effects on the assessment of the service received because it will engage the mind. The concept of trust in the healthcare sector can be considered as an element that can help eliminate or reduce these adverse effects. This study aims to identify the negative impact on patient satisfaction and loyalty in terms of the assessment of the receiving service of uncertainty in patients and to reveal the moderating effect of the confidence element that can be shown as a solution to the negative situation. In this context, 351 surveys were applied to patients who are receiving health care in clinics and clinics in 2 public hospitals operating in the province of Gaziantep. The obtained data was analysed by correlation and regression, the developed hypotheses were tested. According to the results of the analysis, there is a negative and meaningful relationship between uncertainty and satisfaction and uncertainty and loyalty. It has also been found that the perception of uncertainty affects patient satisfaction and loyalty in a negative way, and that the level of confidence has a moderating effect between these variables.