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Quality of Health Care and Patient Satisfaction: An exploratory investigation of the 5Qs model in Turkey
Växjö University, Faculty of Humanities and Social Sciences, School of Management and Economics. (Marknadsföring)ORCID iD: 0000-0002-3055-1108
Kadir Has University, Management Department,Istanbul-Turkey.
2009 (English)Conference paper, Published paper (Refereed)
Abstract [en]

The aim is to examine the major factors affecting patients’ perception of cumulative summation. Secondly, empirically to examine the major factors affecting perception of the cumulative satisfaction to address the question whether patients in Istanbul evaluate quality of health care to be similarly or differently than the Kazakhstani, Egyptian and Jordanian patients.

A questionnaire was distributed to people who are or were patient once in Istanbul hospitals. The questionnaire contains a total of 39 items (attributes) of newly developed five quality dimensions (5Qs). A total of 1107 complete and usable questionnaires were received. Frequency distribution, factor analysis and reliability analysis is used for analysing the data collected.

The first three factors that are the biggest concern for people being treated in hospitals in Turkey these are: the quality of infrastructure; the quality of atmosphere, and quality of object. The specific attributes, which were perceived as concerns, were similar with all other three countries results. A cure to improve the quality for health-care services can be an application of total relationship management and the 5Qs model together with customer orientation strategy.

The result can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health-care quality strategies.

In this research a study is described involving a new instrument and a new method, which assure a reasonable level of relevance, validity and reliability, while being explicitly change-oriented. This study argues that a patient's satisfaction is a cumulative construct, summing satisfaction with five different qualities (5Qs) of the hospital: quality of object, processes, infrastructure, interaction, and atmosphere.

Place, publisher, year, edition, pages
Vancouver, Canada: University of British Columbia , 2009.
Keywords [en]
Health care, patient-physician relationship, Customer satisfaction, quality management, Turkey.
National Category
Public Health, Global Health, Social Medicine and Epidemiology
Research subject
Economy, Ledarskap, entreprenörskap och organisation
Identifiers
URN: urn:nbn:se:vxu:diva-6575OAI: oai:DiVA.org:vxu-6575DiVA, id: diva2:285183
Conference
1st Annual Canadian Quality Congress August 19-21, 2009, University of British Columbia. Vancouver, Canada
Available from: 2010-01-11 Created: 2010-01-11 Last updated: 2017-03-24Bibliographically approved

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http://canadianqualitycongress.com/2010/PastTQRFConferences.html

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Zineldin, Mosad

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
  • rtf