SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ
Yıl: 2015 Cilt: 6 Sayı: 12 Sayfa Aralığı: 87 - 101 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022
SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ
Öz: Bu çalışmanın öncelikli amacı hizmet hatalarının telafisi stratejilerinin müşteri tatmini üzerindeki etkilerini araştırmaktır. Çalışmada; Giresun, Gümüşhane, Trabzon, Ordu, Rize ve Samsun'da bulunan aile hekimliği hizmeti almış hastalar tesadüfi örnekleme yöntemiyle seçilmiş ve 463 kişi araştırma kapsamına alınmıştır. Önerilen modelin doğrulanması amacıyla yapısal eşitlik modeli kullanılmıştır. Sonuç olarak tespit edilen hizmet hatası telafi stratejilerinden; tazminat, özür, düzeltme, empati, kolaylaştırma, sürat ve çaba faktörlerinin hem hizmet hatası telafi memnuniyetini hem de tüm örgüt memnuniyetini değişik seviyelerde etkiledikleri tespit edilmiştir
Anahtar Kelime: Konular:
SERVICE RECOVERY STRATEGIES IN HEALTH SERVICE
Öz: The primary objective of this study is to investigate the effects of service recovery strategies on customer satisfaction. A total of 463 patients that choosen with random sampling method, from Giresun, Gümüşhane, Trabzon, Ordu, Rize and Samsun’s family medicals were surveyed. Structural equations models were used to verify model. Our results indicate service recovery strategies; compensation, apology, reparation, emphaty, facilitation, promptness and effort influence satisfaction with recovery and whole organization satisfaction
Anahtar Kelime: Konular:
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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| APA | CENGİZ E, AKDU S, BOSTAN M (2015). SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. , 87 - 101. |
| Chicago | CENGİZ Ekrem,AKDU Serap,BOSTAN M. Kemal SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. (2015): 87 - 101. |
| MLA | CENGİZ Ekrem,AKDU Serap,BOSTAN M. Kemal SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. , 2015, ss.87 - 101. |
| AMA | CENGİZ E,AKDU S,BOSTAN M SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. . 2015; 87 - 101. |
| Vancouver | CENGİZ E,AKDU S,BOSTAN M SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. . 2015; 87 - 101. |
| IEEE | CENGİZ E,AKDU S,BOSTAN M "SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ." , ss.87 - 101, 2015. |
| ISNAD | CENGİZ, Ekrem vd. "SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ". (2015), 87-101. |
| APA | CENGİZ E, AKDU S, BOSTAN M (2015). SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 6(12), 87 - 101. |
| Chicago | CENGİZ Ekrem,AKDU Serap,BOSTAN M. Kemal SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi 6, no.12 (2015): 87 - 101. |
| MLA | CENGİZ Ekrem,AKDU Serap,BOSTAN M. Kemal SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, vol.6, no.12, 2015, ss.87 - 101. |
| AMA | CENGİZ E,AKDU S,BOSTAN M SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi. 2015; 6(12): 87 - 101. |
| Vancouver | CENGİZ E,AKDU S,BOSTAN M SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ. Gümüşhane Üniversitesi Sosyal Bilimler Dergisi. 2015; 6(12): 87 - 101. |
| IEEE | CENGİZ E,AKDU S,BOSTAN M "SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ." Gümüşhane Üniversitesi Sosyal Bilimler Dergisi, 6, ss.87 - 101, 2015. |
| ISNAD | CENGİZ, Ekrem vd. "SAĞLIK HİZMETLERİNDE HİZMET HATASI TELAFİ STRATEJİLERİ". Gümüşhane Üniversitesi Sosyal Bilimler Dergisi 6/12 (2015), 87-101. |
