Improving Patient Satisfaction in Health Services: An Application At Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital

Abstract

The aim of this study is to reveal the factors in improving patient satisfaction at health institutions. In line with this aim, the effect of service quality perceptions and corporate image on patient satisfaction was analysed through the data acquired from 307 patients at Dumlupinar University Kutahya Evliya Celebi Education & Research Hospital using multiple regression model. Moreover, the patients’ perceptions about service quality dimensions were also evaluated through the same data. As a result of the analyses, it was determined that the highest perceptions of the patients about service quality dimensions turned out to be in tangibles and reliability dimensions. On the other hand, it was also determined that perceived service quality and corporate image are effective on patient satisfaction. The results of this study are a guide for public hospitals to increase their service presentation quality and to develop their corporate image. These improvements will increase customer satisfaction and thus enable public hospitals to be preferred more.

Key Words: Perceived service quality, corporate image, patient satisfaction, regression analysis