KKTC Hastanelerinde Hasta Memnuniyeti ve Memnuniyeti Etkileyen Faktörler

Businesses develop more customer-oriented strategies as a result of increasing competition and changing of customer expectations nowadays. Healthcare institutions, like other businesses, are affected by competition and develop customer-oriented strategies. Patient satisfaction studies and studies to improve service quality help them to improve their strategies. In addition to this, the selective behavior of patients who want to receive quality health care, technical quality such as doctor service, as well as the attitude of healthcare professionals, which is functional quality, are important factors for patients. In this context, in order to ensure the preference of health institutions in a competitive environment, the health institution should give importance to the quality service that provides patient satisfaction. Health services are also important as they have a large share in increasing the quality of life of individuals and in the development of countries. The aim of the study is to determine patient satisfaction and patient satisfaction factors that will contribute to the measurement and improvement of health service quality. It is aimed to reveal the relationship between the satisfaction and satisfaction factors of individuals who receive health care. A theoretical framework has been established with patient satisfaction and importance, factors affecting patient satisfaction and methods used in patient satisfaction measurement. Studies in the literature were examined and data were collected by questionnaire method. Analyzes were made with the data obtained, it was found that “Patient-Doctor Relationship”, “Patient-Nurse Relationship”, “Patient-Other Personnel Relationship”, “Information” dimensions had a significant and positive effect on patient satisfaction, “Patient- Nurse Relationship” and it has been found that “Information” dimensions have a significant and positive effect on behavioral intentions. In addition, it was determined that patient satisfaction has a significant and positive effect on patient’s behavioral intentions. Keywords: Patient Satisfaction, Factors Affecting Patient Satisfaction, Service Quality