The role of expectations in patient assessments of hospital care: An example from a university hospital network, Turkey

International Journal of Health Care Quality Assurance

Volumn 21, Issue 4, 2008, Pages 343-355

  Bakar, Coskun ^a   Seval Akgun H ^a   Al Assaf, A F ^b  

^a BASKENT UNIVERSITY   (Turkey)

^b UNIVERSITY OF OKLAHOMA HEALTH SCIENCES CENTER   (United States)

Author keywords

Customer satisfaction; Health services; Individual perception; Patients; Turkey

Indexed keywords

ADOLESCENT; ADULT; ARTICLE; ATTITUDE TO HEALTH; EPIDEMIOLOGY; FEMALE; HEALTH CARE QUALITY; HUMAN; MALE; MIDDLE AGED; PATIENT SATISFACTION; STANDARD; TURKEY (REPUBLIC); UNIVERSITY HOSPITAL;

ADOLESCENT; ADULT; ATTITUDE TO HEALTH; FEMALE; HEALTH CARE SURVEYS; HOSPITALS, UNIVERSITY; HUMANS; MALE; MIDDLE AGED; PATIENT SATISFACTION; QUALITY OF HEALTH CARE; TURKEY;

EID: 46749149292     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526860810880144     Document Type: Article

References (21)

1. Akgün, S., Kisa, A., Kilic, A. and Günsoy, G. (1999), A study on the assessment of patient satisfaction at Baskent University hospitals network. Symposium on implementation of total quality management principles in health care. Implementation of Total Quality Management Principles in Health Care, pp. 49-55.
2. Anderson, E.A. (1995), “Measuring service quality at a university health clinic”, International Journal of Health Care Quality Assurance, Vol. 8 No. 2, pp. 32-7.
3. Anderson, E.A. and Zwelling, L.A. (1996), “Measuring service quality at the University of Texas MD Anderson Cancer Center”, International Journal of Health Care Quality Assurance, Vol. 9 No. 7, pp. 9-22.
4. Babakus, E. and Mangold, W.G. (1992), “Adapting the SERVQUAL scale to hospital services: an empirical investigation”, Health ServiceResearch, Vol. 26 No. 6, pp. 767-86.
5. Batchelor, C., Owens, D.J., Read, M. and Bloor, M. (1994), “Patient satisfaction studies: methodology, management and consumer evaluation”, International Journal of Health Care Quality Assurance, Vol. 7 No. 7, pp. 22-30.
6. Buttle, F. (1996), “SERVQUAL: review, critique, research agenda”, European Journal of Marketing, Vol. 30 No. 1, pp. 8-32.
7. Cakirer, M.A. (2006), Service Quality and Measuring of Service Quality in Hospitals, available at: www.sabem.saglik.gov.tr/kaynaklar/517_23.pdf (accessed 28 September, 2006).
8. Devebakan, N. (2005), Measurement of Perceived Quality at Health Facilities İzmir, available at: www.kalder.org/genel/SAGLIK%20ISLETMELERINDEAHKVEOLCUMU.pdf#search=%22Nevzat%20Devebakan%20%22 (accessed 28 September, 2006).
9. Dursun, Y. and Cerci, M. (2004), “Perceived quality, a study on patient satisfaction and behavioral factors”, Erciyes Üniversitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi, Vol. 23, pp. 1-16.
10. Ford, R.C., Bach, S.A. and Fottler, M.D. (1997), “Methods of measuring patient satisfaction in health care organizations”, Health Care Management Review, Vol. 22 No. 2, pp. 74-89.
11. Hall, J.A. and Dornan, M.C. (1988), “What patients like about their medical care and how often they are asked: a meta-analysis of the satisfaction literature”, Social Science&Medicine, Vol. 27 No. 9, pp. 935-9.
12. Jabnoun, N. and Al Rassasi, A.J. (2005), “Transformational leadership and service quality in UAE hospitals”, Managing Sevice Quality, Vol. 15 No. 1, pp. 70-81.
13. Kilbourne, W.E., Duffy, J.A., Duffy, M. and Giarchi, G. (2004), “The applicability of SERVQUAL in cross-national measurements of health-care quality”, Journal of Services Marketing, Vol. 18 No. 7, pp. 524-33.
14. Lam, S.S.K. (1997), “SERVQUAL: a tool for measuring patients' opinions of hospital service quality in Hong Kong”, Total Quality Management, Vol. 8 No. 4, pp. 145-52.
15. Lewis, J.R. (1994), “Patient views on quality care in general practice: literature review”, Social Science & Medicine, Vol. 39 No. 5, pp. 655-70.
16. Lim, P.C. and Tang, N.K.H. (2000), “A study of patients' expectations and satisfaction in Singapore hospitals”, International Journal of Health Care Quality Assurance, Vol. 13 No. 7, pp. 290-9.
17. Lin, B. and Kelly, E. (1995), “Methodological issues in patient satisfaction surveys”, International Journal of Health Care Quality Assurance, Vol. 8 No. 6, pp. 32-7.
18. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
19. Sohail, S.M. (2003), “Service quality in hospitals: more favorable than you might think”, Managing Service Quality, Vol. 13 No. 3, pp. 197-206.
20. Taner, T. and Antony, J. (2006), “Comparing public and private hospital care service quality in Turkey”, International Journal of Health Care Quality Assurance, Vol. 19 No. 2, pp. i-x.
21. Uzun, O. (2001), “Assessment of patient satisfaction from nursing services in a university hospital in Turkey”, Journal of Nursing Care Quality, Vol. 16 No. 1, pp. 24-5.