Araştırma Makalesi
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Hastane İnovatif Faaliyetlerinin Algılanan Hizmet Kalitesine Etkisi: Devlet Hastanesi Örneği

Yıl 2018, Cilt: 9 Sayı: 32, 149 - 162, 01.04.2018
https://doi.org/10.5824/1309-1581.2018.2.009.x

Öz

Hastaların almış oldukları sağlık hizmetinin kalitesine yönelik olumlu algılarının hastane başarısına etkisinin önemi anlaşıldıkça, sağlık kurumları yöneticileri ve araştırmacılar için algılanan hizmet kalitesini etkileyen faktörleri ortaya koyan çalışmalar daha çok önem kazanmaktadır. Hastane işletmelerinin önemli girdilerinden biri olan inovasyon kavramı ise giderek önem kazanmış ve araştırmaların odağı haline gelmiştir. Bu çalışmada ise yapı, süreç ve çıktı boyutları temelinde algılanan bakım kalitesi üzerinde hastanelerdeki inovatif faaliyetlerin etkisi araştırılmaya çalışılmıştır. Bu kapsamda Eskişehir İli’ndeki bir devlet hastanesinden sağlık hizmeti almış hastalara yönelik bir anket çalışması yapılmıştır. Araştırma sonucu tıbbi ve yönetsel olmak üzere iki alt başlıkta ele alınan hastanelerdeki inovatif faaliyetlerin, hastaların sağlık hizmeti kalitesine yönelik algılarını etkilediği ortaya konmuştur.

Kaynakça

  • Aagja, J. P., & Garg, R. (2010). Measuring Perceived Service Quality For Public Hospitals (PubHosQual) in the Indian Context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60-83.
  • Acar, A. Z., & Acar, P. (2012). The Effects Of Organizational Culture And Innovativeness On Business Performance In Healthcare Industry. Procedia – Social and Behavioral Sciences, 58, 683-692.
  • Aneesh, M. R., Dileeplal, J., & Abraham, M. A. (2014). An Integrated Fuzzy Weihgted SERVQUAL:QFD Approach for Service Quality Improvement. International Journal of Engineering Research, 3(12), 774-776.
  • Baldwin, R. J., & Johnson, J. (1996). Business Strategies in More- and Less-Innovative Firms In Canada. Research Policy, 25(5), 785-804.
  • Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing, 30(1), 8-32.
  • Büyüközkan, G., & Çiftçi, G. (2012). A Combined Fuzzy AHP and Fuzzy TOPSIS Based Strategic Analysis of Electronic Service Quality in Healthcare Industry. Expert Systems With Applications, 39, 2341-2354.
  • Chadal, H., & Kumari, N. (2010). Development Of Multidimensional Scale For Healthcare Service Quality (HCSQ) in Indian Context. Journal of Indian Business Research, 2(4), 230-255.
  • Coombs, R., Harvey, M., & Tether, B. S. (2003). Analysing Distributed Processes Of Provision And Innovation. Ind. Corp. Change, 12(6), 1125-1155.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Re-Examination And Extension. Journal of Marketing, 56(3), 55-68.
  • Cronin, J. J., & Taylor, S. A. (1994). SERVPERF Versus SERVQUAL:Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125-131. doi:10.2307/1252256
  • Czarnecki, R., & Havrilak, C. (2006). Create A Blueprint For Successful Hospital Construction. Nursing Management, 37(6), 39-44.
  • Damanpour, F. (1991). Administrative innovation: A meta-analysis of effects of determinants and moderators. Academy of Management Journal, 34(3), 555-590.
  • Devebakan, N., & Aksaraylı, M. (2003). Sağlık İşletmelerinde Algılanan Hizmet Kalitesinin Ölçümünde Servqual Skorlarının Kullanımı ve Özel Altınordu Hastanesi Uygulaması. Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 5(1), 38-54.
  • Dölarslan, E. S., & Özer, A. (2014). Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 14(1), 31-58.
  • Erdoğan, E., & Aksoy, R. (2013). Hizmetlerde Tüketicilerce Algılanan Riskin Algılanan Kalite Üzerindeki Etkisi. AİBÜ-İİBF Ekonomik ve Sosyal Araştırmalar Dergisi, 9(9), 121-150.
  • Gökmenoğlu, S. M., Akal, M., & Altunışık, R. (2012). Ulusal Rekabet Gücünü Belirleyen Faktörler Üzerine Değerlendirmeler. Rekabet Dergisi, 13(4), 3-43.
  • Güler, E. Ö., & Kanber, S. (2011). İnovasyon Aktivitelerinin İnovasyon Performansı Üzerine Etkileri: İmalat Sanayii Uygulaması. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 20(1), 61- 76.
  • Hair, J., Anderson, R., Tatham, R., & Black, W. (1998). Multivariate Data Analysis (5 ed.). New Jersey Prentice Hall.
  • Harris, C. (2002). Hyperinnovation: Multidimensional enterprise in the connected economy. New York: Palgrave Macmillan.
  • Işık, O. (2016). Algılanan Kalitenin Hastane Marka Değerine Etkisi. Hacettepe Üniversitesi Sağlık İdaresi Dergisi, 19(1), 57-72.
  • Kaya, S. (2005). Sağlık Hizmetlerinde Sürekli Kalite İyileştirme. Ankara: Pelikan Yayıncılık.
  • Kayral, H. İ. (2014). Perceived Service Quality in Healthcare Organizations and a Research in Ankara by Hospital Type. Journal of Ankara Studies, 2(1), 22-34.
  • Kimberly, J. R., & Evanisko, M. J. (1981). Administrative innovation: The influence of individual, organizational, contextual factors on hospital adoption of technological and administrative innovations. Academy of Management Journal, 24(4), 689-713.
  • Knight, K. E. (1967). A Descriptive Model Of The Intra-Firm Innovation Process. The Journal of Business, 40(4), 478-496.
  • Lambooij, M. S., & Hummel, M. J. (2013). Differentiating Innovation Priorities Among Stakeholder In Hospital Care. BMC Medical Informatics And Decision Making, 13.
  • Li, L. X., & Collier, D. A. (2000). The Role Of Technology And Quality On Hospital Financial Performance: An Exploratory Analysis. International Journal of Service Industry Management, 11(3), 202-224.
  • OECD. (2006). Oslo Kılavuzu Yenilik Verilerinin Toplanması ve Yorumlanması İçin İlkeler. Retrieved from
  • Papatya, G., Papatya, N., & Hamşıoğlu, A. B. (2012). Sağlık İşletmelerinde Algılanan Hizmet Kalitesi ve Hasta Memnuniyeti: İki Özel Hastanede Karşılaştırmalı Bir Araştırma. Kırıkkale Üniversitesi Sosyal Bilimler Dergisi, 2(1), 87-108.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implicatications for Future Research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Ramsaran-Fowdar, R. R. (2008). The Relative Importance Of Service Dimensions In A Healthcare Setting. International Journal of Health Care Quality Assurance, 21(1), 104-124.
  • Roberts, E. B. ( 2002). Innovation: Driving product, process, and market change. San Francisco: Jossey- Bass.
  • Rubenstein, A. H., & Geisler, E. (1990). The Impact of Information Technologies on Operations of Service Sector Firms. In D. E. Bowen, R. B. Chase, & G. G. Cummings (Eds.), Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations, and Marketing. San Francisco, CA.: Jossey-Bass.
  • Salge, T. O., & Vera, A. (2009). Hospital Innovativeness and Organizational Performance: Evidence From English Public Acute Care. Health Care Management Reveiw, 34(1), 54-67.
  • Schumann, P. A., Prestwood, D. C. L., Tong, A. H., & Vanston, J. H. (1994). Innovate:Straight path to quality, customer delight, and competitive advantage. . New York: McGraw-Hill.
  • Shabbir, A., & Malik, S. A. (2014). Measuring Patients’ Healthcare Service Quality Perceptions, Satisfaction, And Loyalty In Public And Private Sector Hospitals In Pakistan. International Journal of Quality & Reliability Management, 33(5), 538-557.
  • Siddiqui, Z. K., Zuccarelli, R., Durkin, N., Wu, A. W., & Brotman, D. J. (2015). Changes In Patient Satisfaction Related To Hospital Renovation: Experience With A New Clinical Building. Journal Of Hospital Medicine, 10(3), 165-171.
  • Taner, T., & Antony, J. (2006). Comparing Public and Private Hospital Care Service Quality In Turkey. Leadership in Health Services, 19(3), 1-10.
  • Teng, C. I., Ing, C. K., Chang, H. Y., & Chung, K. P. (2007). Development of Quality Scale For Surgical Hospitalization. Journal Of The Formosan Medical Association, 106(6), 475-484.
  • Toprak, C. (2013). Özel Sağlık Sisteminde İnovasyon. (Master), Başkent Üniversitesi, Ankara.
  • TUİK. (2014). Sağlık Harcamaları İstatistikleri. Retrieved from http://www.tuik.gov.tr
  • Uğurluoğlu, E., & Payziner, D. P. (2011). Sağlık Hizmetlerinde Yenilikler ve Yeniliklerin Yayılımı. In H. O. Yeloğlu (Ed.), Yeniliklerin Yayılımı: Kuramsal ve Uygulamalı Tartışmalar. Ankara: Siyasal Kitabevi.
  • Westbrook, K. W., Babakus, E., & Grant, C. C. (2014). Measuring Patient-Perceived Hospital Service Quality: Validity And Managerial Usefulness of HCAHPS Scales. Health Marketing Quarterly, 31(2), 97-114.
  • Wilson, A. L., Ramamurthy, K., & Nystrom, P. C. (1999). A Multi-Attribute Measure for Innovation Adoption: The Context of Imaging Technology. Transactions on Engineering Management, 44(3), 311-321.
  • Wu, I. L., & Hsieh, P. J. (2011). Understanding Hospital Innovation Enabled Customer-Perceived Quality Of Structure, Process, And Outcome Care. Total Quality Management & Business Excellence, 22(2), 227-241.
  • Wu, I. L., & Hsieh, P. J. (2015). Hospital Innovation And Its Impact On Customer-Perceived Quality Of Care: A Process-Based Evaluation Approach. Total Quality Management Business Excellence, 26(1), 46-61.
  • Zerenler, M., & Öğüt, A. (2007). Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği. Selçuk Üniversitesi Sosyal Bilimler Fakültesi Dergisi, 18, 501-519.

The Effect of Hospital Innovations on Perceived Service Quality: Public Hospital Example

Yıl 2018, Cilt: 9 Sayı: 32, 149 - 162, 01.04.2018
https://doi.org/10.5824/1309-1581.2018.2.009.x

Öz

Understanding the impact of the patients positive perceptions’ on quality for the success of the hospitals, researches revealing the factors that affects hospitals perceived service quality has gained more importance for the healthcare managers and researchers. The importantant entry of the hospital is innovation, this term was focused by the researchers increasingly. This paper aims to investigate the role of innovation on the perceived quality of healthcare services in hospitals which is consist of three dimension structure, process and outcome. In this context, a survey was conducted among patients who received services from Eskişehir Public Hospital. The results of the research revealed that inovation activities at hospitals which has two dimensions named medical and administratative effects the patients perceptions on hospital service quality.

Kaynakça

  • Aagja, J. P., & Garg, R. (2010). Measuring Perceived Service Quality For Public Hospitals (PubHosQual) in the Indian Context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1), 60-83.
  • Acar, A. Z., & Acar, P. (2012). The Effects Of Organizational Culture And Innovativeness On Business Performance In Healthcare Industry. Procedia – Social and Behavioral Sciences, 58, 683-692.
  • Aneesh, M. R., Dileeplal, J., & Abraham, M. A. (2014). An Integrated Fuzzy Weihgted SERVQUAL:QFD Approach for Service Quality Improvement. International Journal of Engineering Research, 3(12), 774-776.
  • Baldwin, R. J., & Johnson, J. (1996). Business Strategies in More- and Less-Innovative Firms In Canada. Research Policy, 25(5), 785-804.
  • Buttle, F. (1996). SERVQUAL: Review, Critique, Research Agenda. European Journal of Marketing, 30(1), 8-32.
  • Büyüközkan, G., & Çiftçi, G. (2012). A Combined Fuzzy AHP and Fuzzy TOPSIS Based Strategic Analysis of Electronic Service Quality in Healthcare Industry. Expert Systems With Applications, 39, 2341-2354.
  • Chadal, H., & Kumari, N. (2010). Development Of Multidimensional Scale For Healthcare Service Quality (HCSQ) in Indian Context. Journal of Indian Business Research, 2(4), 230-255.
  • Coombs, R., Harvey, M., & Tether, B. S. (2003). Analysing Distributed Processes Of Provision And Innovation. Ind. Corp. Change, 12(6), 1125-1155.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Re-Examination And Extension. Journal of Marketing, 56(3), 55-68.
  • Cronin, J. J., & Taylor, S. A. (1994). SERVPERF Versus SERVQUAL:Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125-131. doi:10.2307/1252256
  • Czarnecki, R., & Havrilak, C. (2006). Create A Blueprint For Successful Hospital Construction. Nursing Management, 37(6), 39-44.
  • Damanpour, F. (1991). Administrative innovation: A meta-analysis of effects of determinants and moderators. Academy of Management Journal, 34(3), 555-590.
  • Devebakan, N., & Aksaraylı, M. (2003). Sağlık İşletmelerinde Algılanan Hizmet Kalitesinin Ölçümünde Servqual Skorlarının Kullanımı ve Özel Altınordu Hastanesi Uygulaması. Dokuz Eylül Üniversitesi, Sosyal Bilimler Enstitüsü Dergisi, 5(1), 38-54.
  • Dölarslan, E. S., & Özer, A. (2014). Hizmet Kalitesi, Tatmin ve Güvenin Daha Fazla Ödeme Eğilimi Üzerindeki Etkileri. Anadolu Üniversitesi Sosyal Bilimler Dergisi, 14(1), 31-58.
  • Erdoğan, E., & Aksoy, R. (2013). Hizmetlerde Tüketicilerce Algılanan Riskin Algılanan Kalite Üzerindeki Etkisi. AİBÜ-İİBF Ekonomik ve Sosyal Araştırmalar Dergisi, 9(9), 121-150.
  • Gökmenoğlu, S. M., Akal, M., & Altunışık, R. (2012). Ulusal Rekabet Gücünü Belirleyen Faktörler Üzerine Değerlendirmeler. Rekabet Dergisi, 13(4), 3-43.
  • Güler, E. Ö., & Kanber, S. (2011). İnovasyon Aktivitelerinin İnovasyon Performansı Üzerine Etkileri: İmalat Sanayii Uygulaması. Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 20(1), 61- 76.
  • Hair, J., Anderson, R., Tatham, R., & Black, W. (1998). Multivariate Data Analysis (5 ed.). New Jersey Prentice Hall.
  • Harris, C. (2002). Hyperinnovation: Multidimensional enterprise in the connected economy. New York: Palgrave Macmillan.
  • Işık, O. (2016). Algılanan Kalitenin Hastane Marka Değerine Etkisi. Hacettepe Üniversitesi Sağlık İdaresi Dergisi, 19(1), 57-72.
  • Kaya, S. (2005). Sağlık Hizmetlerinde Sürekli Kalite İyileştirme. Ankara: Pelikan Yayıncılık.
  • Kayral, H. İ. (2014). Perceived Service Quality in Healthcare Organizations and a Research in Ankara by Hospital Type. Journal of Ankara Studies, 2(1), 22-34.
  • Kimberly, J. R., & Evanisko, M. J. (1981). Administrative innovation: The influence of individual, organizational, contextual factors on hospital adoption of technological and administrative innovations. Academy of Management Journal, 24(4), 689-713.
  • Knight, K. E. (1967). A Descriptive Model Of The Intra-Firm Innovation Process. The Journal of Business, 40(4), 478-496.
  • Lambooij, M. S., & Hummel, M. J. (2013). Differentiating Innovation Priorities Among Stakeholder In Hospital Care. BMC Medical Informatics And Decision Making, 13.
  • Li, L. X., & Collier, D. A. (2000). The Role Of Technology And Quality On Hospital Financial Performance: An Exploratory Analysis. International Journal of Service Industry Management, 11(3), 202-224.
  • OECD. (2006). Oslo Kılavuzu Yenilik Verilerinin Toplanması ve Yorumlanması İçin İlkeler. Retrieved from
  • Papatya, G., Papatya, N., & Hamşıoğlu, A. B. (2012). Sağlık İşletmelerinde Algılanan Hizmet Kalitesi ve Hasta Memnuniyeti: İki Özel Hastanede Karşılaştırmalı Bir Araştırma. Kırıkkale Üniversitesi Sosyal Bilimler Dergisi, 2(1), 87-108.
  • Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67(4), 420-450.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implicatications for Future Research. Journal of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
  • Ramsaran-Fowdar, R. R. (2008). The Relative Importance Of Service Dimensions In A Healthcare Setting. International Journal of Health Care Quality Assurance, 21(1), 104-124.
  • Roberts, E. B. ( 2002). Innovation: Driving product, process, and market change. San Francisco: Jossey- Bass.
  • Rubenstein, A. H., & Geisler, E. (1990). The Impact of Information Technologies on Operations of Service Sector Firms. In D. E. Bowen, R. B. Chase, & G. G. Cummings (Eds.), Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations, and Marketing. San Francisco, CA.: Jossey-Bass.
  • Salge, T. O., & Vera, A. (2009). Hospital Innovativeness and Organizational Performance: Evidence From English Public Acute Care. Health Care Management Reveiw, 34(1), 54-67.
  • Schumann, P. A., Prestwood, D. C. L., Tong, A. H., & Vanston, J. H. (1994). Innovate:Straight path to quality, customer delight, and competitive advantage. . New York: McGraw-Hill.
  • Shabbir, A., & Malik, S. A. (2014). Measuring Patients’ Healthcare Service Quality Perceptions, Satisfaction, And Loyalty In Public And Private Sector Hospitals In Pakistan. International Journal of Quality & Reliability Management, 33(5), 538-557.
  • Siddiqui, Z. K., Zuccarelli, R., Durkin, N., Wu, A. W., & Brotman, D. J. (2015). Changes In Patient Satisfaction Related To Hospital Renovation: Experience With A New Clinical Building. Journal Of Hospital Medicine, 10(3), 165-171.
  • Taner, T., & Antony, J. (2006). Comparing Public and Private Hospital Care Service Quality In Turkey. Leadership in Health Services, 19(3), 1-10.
  • Teng, C. I., Ing, C. K., Chang, H. Y., & Chung, K. P. (2007). Development of Quality Scale For Surgical Hospitalization. Journal Of The Formosan Medical Association, 106(6), 475-484.
  • Toprak, C. (2013). Özel Sağlık Sisteminde İnovasyon. (Master), Başkent Üniversitesi, Ankara.
  • TUİK. (2014). Sağlık Harcamaları İstatistikleri. Retrieved from http://www.tuik.gov.tr
  • Uğurluoğlu, E., & Payziner, D. P. (2011). Sağlık Hizmetlerinde Yenilikler ve Yeniliklerin Yayılımı. In H. O. Yeloğlu (Ed.), Yeniliklerin Yayılımı: Kuramsal ve Uygulamalı Tartışmalar. Ankara: Siyasal Kitabevi.
  • Westbrook, K. W., Babakus, E., & Grant, C. C. (2014). Measuring Patient-Perceived Hospital Service Quality: Validity And Managerial Usefulness of HCAHPS Scales. Health Marketing Quarterly, 31(2), 97-114.
  • Wilson, A. L., Ramamurthy, K., & Nystrom, P. C. (1999). A Multi-Attribute Measure for Innovation Adoption: The Context of Imaging Technology. Transactions on Engineering Management, 44(3), 311-321.
  • Wu, I. L., & Hsieh, P. J. (2011). Understanding Hospital Innovation Enabled Customer-Perceived Quality Of Structure, Process, And Outcome Care. Total Quality Management & Business Excellence, 22(2), 227-241.
  • Wu, I. L., & Hsieh, P. J. (2015). Hospital Innovation And Its Impact On Customer-Perceived Quality Of Care: A Process-Based Evaluation Approach. Total Quality Management Business Excellence, 26(1), 46-61.
  • Zerenler, M., & Öğüt, A. (2007). Sağlık Sektöründe Algılanan Hizmet Kalitesi ve Hastane Tercih Nedenleri Araştırması: Konya Örneği. Selçuk Üniversitesi Sosyal Bilimler Fakültesi Dergisi, 18, 501-519.
Toplam 48 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Research Article
Yazarlar

Gamze Yorgancıoğlu Tarcan Bu kişi benim

Ayça Karahan Bu kişi benim

Menderes Tarcan Bu kişi benim

Yayımlanma Tarihi 1 Nisan 2018
Gönderilme Tarihi 1 Nisan 2018
Yayımlandığı Sayı Yıl 2018 Cilt: 9 Sayı: 32

Kaynak Göster

APA Yorgancıoğlu Tarcan, G., Karahan, A., & Tarcan, M. (2018). Hastane İnovatif Faaliyetlerinin Algılanan Hizmet Kalitesine Etkisi: Devlet Hastanesi Örneği. AJIT-E: Academic Journal of Information Technology, 9(32), 149-162. https://doi.org/10.5824/1309-1581.2018.2.009.x