| Comparing public and private hospital care service quality in Turkey. | |
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MedLine Citation:
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PMID: 16875104 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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PURPOSE: The aim of this article is to examine the differences in service quality between public and private hospitals in Turkey. DESIGN/METHODOLOGY/APPROACH: This study applies the principles behind the SERVQUAL model and compares Turkey's public and private hospital care service quality. The study sample contains a total of 200 outpatients. Through the identification of 40 service quality indicators and the use of a Likert-type scale, two questionnaires containing 80-items was developed. The former measured patients' expectations prior to admission to public and private hospital service quality. The latter measured patient perceptions of provided service quality. FINDINGS: The results indicate that inpatients in the private hospitals were more satisfied with service quality than those in the public hospitals. The results also suggest that inpatients in the private hospitals were more satisfied with doctors, nurses and supportive services than their counterparts in the public hospitals. Finally, the results show that satisfaction with doctors and reasonable costs is the biggest determinants of service quality in the public hospitals. ORIGINALITY/VALUE: Consequently, SERVQUAL, as a standard instrument for measuring functional service quality, is reliable and valid in a hospital environment. |
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Authors:
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Tolga Taner; Jiju Antony |
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Publication Detail:
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Type: Comparative Study; Journal Article |
Journal Detail:
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Title: International journal of health care quality assurance incorporating Leadership in health services Volume: 19 ISSN: 1366-0756 ISO Abbreviation: Int J Health Care Qual Assur Inc Leadersh Health Serv Publication Date: 2006 |
Date Detail:
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Created Date: 2006-07-31 Completed Date: 2006-08-31 Revised Date: 2011-08-25 |
Medline Journal Info:
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Nlm Unique ID: 9711269 Medline TA: Int J Health Care Qual Assur Inc Leadersh Health Serv Country: England |
Other Details:
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Languages: eng Pagination: i-x Citation Subset: H |
Affiliation:
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Institute of Biomedical Engineering, Bogazici University, Istanbul, Turkey. tolga.taner@boun.edu.tr |
Export Citation:
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| MeSH Terms | |
Descriptor/Qualifier:
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Hospitals, Proprietary* Hospitals, Public* Humans Quality of Health Care* Questionnaires Turkey |
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