Health services marketing and service satisfaction in city hospitals: Bilkent example

Developments in Science and Technology, health sector made significant achievements. Due to growing rate of population, healthcare providers adjust their services to worldiwde standards. The primary goal of medical services is to provide necessary medical services in acceptable and affordable conditions. The quality of health services depends on the country's economy and growth rate. Healthcare providers should adjust their marketing based on their patients' satistfaction. Patients and the relatives of the patients inspect hospital's information desk, hospital's admissions, policlinic service qualities, doctors, nurses and other hospital personnel's behaviors, also they analyze psychical and environmental conditions. In these years, due to the healthcare demand, patient's obligations and their competitive selection created competition between hospitals. Increase in healthcare providers and competition made healthcare presentations and services satisfactory for patients. The thesis look into; significance of healthcare services marketing, reason of city hospital's establishments in Turkey and worldwide, healthcare sector build operate transfer model Public-Private cooperation(KÖİ) advantages and disadvantages with highlight of patients who go to city hospitals' acceptance and satisfactions in Turkey and worldwide, improvement works under the how to achieve more satisfaction, for healthcare marketing, measuring patients' satisfaction and making demographic distinction. Firstly, in this analysis healthcare services and marketing is checked under litearature. In the second part, patients who use healthcare services are looked into satisfaction which is based on the terms of patient's acceptance and satisfaction terms. In the third part, thesis observe reason of city hospital's establishments in Turkey and worldwide and Public-Private cooperation (KÖİ) advantages and disadvantages. Lastly, based on the 5-point Likert scale questionnaire of people who use Ankara Bilkent City Hospital is made. The questionnaire applied on the patients who go to policlinic of Bilkent City Hospital. Keywords: Patient Satisfaction, Patient Pleasure, Healthcare Marketing, City Hospitals.