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Türkiye'deki bir devlet hastanesinde yatarak ve ayakta tedavi hizmeti alan hastaların memnuniyetlerinin sıralı logit model ile analizi

An ordered logit analysis of inpatient and outpatient satisfaction in a Turkish state hospital

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Abstract (2. Language): 
This study is an attempt to identify and better understand the key drivers of inpatient and outpatient satisfaction through an empirical analysis. A cross-sectional survey was administered among five hundred and eleven adult patients who had received care at various units of a Turkish state hospital. An ordered logit approach was used to analyze the underlying data due to the natural ordering responses of patients' satisfaction levels. The estimation results revealed that re-visit intention, general cleanliness of the hospital, trust to physician and other caregivers' courtesy had significant impact on patient satisfaction. Moreover, level of education, gender, current residence and type of patient were other influential drivers of satisfaction. This paper aims to contribute to the existing literature by modelling the inpatient and outpatient satisfaction predictors in a relatively least-developed region of Turkey, where little work was done. The results of this study may propose a road map for both the current region and the relevant least developed territories as a means of providing improved health care services.
Abstract (Original Language): 
Bu çalışmada, bir devlet hastanesinde yatarak ve ayakta tedavi sağlık hizmeti alan 511 hastanın memnuniyet düzeyini etkileyen anahtar faktörlerin belirlenmesi amaçlanmaktadır. Çalışmada kullanılan bağımsız değişkenin sıralı kategorik bir yapıya sahip olması nedeniyle, elde edilen veriler sıralı logit yaklaşımı ile analiz edilmiştir. Tahmin sonuçlarına göre, hasta memnuniyetine etki eden faktörlerin tekrar ziyaret isteği, hastanenin genel temizlik düzeyi, hekime olan güven ve diğer sağlık personelinin hastalara yaklaşımı olduğu tespit edilmiştir. Bununla birlikte, eğitim düzeyi, cinsiyet, mevcut ikametgah ve hastanın aldığı sağlık hizmeti gibi bağımsız değişkenler, hasta memnuniyetine etki eden demografik faktörler olarak göze çarpmaktadır. Bu çalışma, Türkiye'nin göreli olarak daha az gelişmiş bir bölgesinde yer alan bir hastanenin hizmet kalitesini ortaya koyma açısından mevcut literature katkıda bulunmayı amaçlamaktadır.Araştırma sonuçların hem mevcut bölge hem de diğer az gelişmiş bölgeler açısından yol gösterici olacağı düşünülmektedir.
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