"The Degree Of Satisfaction Perceived By Healthcareservices Consumers In State Hospitals - Case Studyemergency County Hospital From Alba Iulia "

Muntean, Andreea; Lazea, Ruxandra

doi:10.29302/oeconomica.2016.18.1.4

Cited by 3 publications

(3 citation statements)

References 8 publications

(8 reference statements)

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“…According to Chiu and Wu (2002), it includes the affective and cognitive components of service quality. Several studies have shown that affective and cognitive responses play an essential role in determining customer behaviors (Andreea and Ruxandra, 2016;Um and Lau, 2018). Therefore, it is necessary to examine both affective and cognitive perceptions to influence the understanding of service quality (Hartono and Raharjo, 2015).…”

Section: Developing the Hypothesismentioning

confidence: 99%

What is Problem in Sharing Economy Service Ecosystem? Reviewing the Role of Trust in Loyalty

Nazemi,

Haghighinasab,

Dastourian

et al. 2024

JOSI

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Understanding customers' behavioral components in sharing economy platforms is vital to policy-makers and marketers. Concerning behavioral components such as commitment, attitude, and trust, which lead to customer loyalty in sharing economy platforms, has less addressed. This paper aims to investigate/examine customers' behavioral components, increasing customer loyalty in sharing economy context through the service ecosystem. Data were collected from 405 respondents who have used a sharing economy platform through a semi-structured questionnaire and were analyzed using structural equation modeling. Behavioral components such as customers' attitudes, trust, and commitment lead to customer loyalty in a sharing economy platform. Moreover, the results revealed the positive moderating effect of trust perception and attitude towards using the platform on customers' loyalty. This paper contributes to growing research on modeling customer loyalty in a sharing economy context through a service ecosystem perspective and investigating each level, which has been seen as limited in previous research.

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Section: Developing the Hypothesismentioning

confidence: 99%

What is Problem in Sharing Economy Service Ecosystem? Reviewing the Role of Trust in Loyalty

Nazemi,

Haghighinasab,

Dastourian

et al. 2024

JOSI

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“…Memnuniyet, "müşterilerin tüketimden sonra edindikleri deneyimlere dayalı oluşan duyguları"; hasta memnuniyeti de, "hastaların beklentilerinin karşılanıp karşılanmadığını görmek için sürecin tıbbi sonucunu analiz ettikten sonra yaptıkları yargının sonucu" olarak tanımlanmaktadır (Andreea & Ruxandra, 2016). Andaleeb vd., (2007), hastaların sağlık hizmetlerinden duydukları memnuniyet düzeylerinin ölçülmesinin hizmet kalitesi ve kurumsal imaj açısından çok önemli olduğunu belirtmişlerdir.…”

Section: Hasta Memnuniyetiunclassified

Examining Patients' Satisfaction Levels and Perceptions of Corporate Image: The Case of Bolu Province

Orhan

Mutlu²

2023

EKEV Akademi Dergisi

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Bu çalışmanın amacı hasta memnuniyeti ve kurum (hastane) imajı arasındaki ilişkiyi incelemek ve hasta memnuniyetinin kurumsal imaj algısına göre farklılığını analiz etmektir. Hasta memnuniyetinin ve kurum imajının demografik değişkenlere göre farklılığını/ilişkisini incelemek araştırmanın diğer bir amacıdır. Araştırmanın evrenini Bolu ili, örneklemini ise Bolu’daki sağlık kuruluşlarından hizmet alan bireyler oluşturmaktadır. Araştırma kapsamında çevrimiçi anket yöntemi ile 189’u erkek, 207’si kadın olmak üzere toplamda 396 bireye ulaşılarak veriler toplanmış ve SPSS paket programı yardımıyla analiz işlemleri yapılmıştır. Çalışmada öncelikle bireylerin memnuniyet ve kurumsal imaj algı düzeyleri incelenmiş; birbirleri arasında ve demografik değişkenler bakımından farklılıkları/ilişkileri analiz edilmiştir. Çalışmanın sonuçları, bireylerin hasta memnuniyet düzeylerinin ortalamanın üzerinde; kurumsal imaj algı düzeylerinin ise oldukça yüksek olduğunu göstermektedir. Ayrıca hastalar hizmet aldıkları hastaneye ilişkin genel düşüncelerinin olumlu olduğunu; bu düşüncede hemşirelik hizmetlerinin de etkili olduğunu belirtmişlerdir. Bununla birlikte, hem genel memnuniyet düzeyi hem de alt boyutlarından duyulan memnuniyet düzeyinde erkeklerin kadınlardan; gelirinin giderine denk olduğunu düşünenlerin gelirinin giderinden az olduğunu düşünenlerden; lise mezunlarının lisans ve lisansüstü mezunlarından; ev hanımlarının da kamu sektöründe çalışanlardan daha yüksek memnuniyet düzeyine sahip oldukları belirlenmiştir. Bireylerin hizmet almış oldukları hastaneye ilişkin genel düşünceleri ne kadar olumlu ise hastaneden duydukları genel memnuniyet düzeyleri de o derece yüksek çıkmış; kurumsal imaj algısı arttıkça memnuniyet düzeyinin de aynı derecede arttığı görülmüştür.

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“…However, Chiu and Wu (2002) (perspectives of attitude) include the cognitive and affective components of service quality. A number of studies have suggested that both affective and cognitive responses play an important role in determining their behaviors (Um and Lau, 2018; Muntean and Ruxandra, 2016). Khalid and Helander (2006) suggest cognition is formed of beliefs and knowledge, while affective responses involve emotions, sentiments and attitudes.…”

Section: Review Of Relevant Literaturementioning

confidence: 99%

Gender in service quality expectations in hospitals

Salim

Mustafa

Onyia

et al. 2019

IJQSS

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Purpose Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers’ service quality expectations. Design/methodology/approach Data were collected through random sampling from three outpatient hospitals in the UAE. Hypothesized relationships between the cognitive and affective components (moderated by gender) were tested by means of CFA and ANOVA. Findings The results indicate that the differences between male and female expectations of overall service quality as a singular construct were not statistically significant, except for the empathy dimension. However, when measured as affective and cognitive, the results confirm that significant differences do exist between male and female patients. Research limitations/implications The research was limited to the UAE. However, identifying gender differences in patients’ expectations would enable healthcare providers to engage and manage patients’ expectations. Originality/value This paper provides theoretical and practical implications on how the male and female are different in the cognitive and affective components of service quality expectations.

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"The Degree Of Satisfaction Perceived By Healthcareservices Consumers In State Hospitals - Case Studyemergency County Hospital From Alba Iulia "

Cited by 3 publications

References 8 publications

What is Problem in Sharing Economy Service Ecosystem? Reviewing the Role of Trust in Loyalty

What is Problem in Sharing Economy Service Ecosystem? Reviewing the Role of Trust in Loyalty

Examining Patients' Satisfaction Levels and Perceptions of Corporate Image: The Case of Bolu Province

Gender in service quality expectations in hospitals

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