Patient satisfaction and commitment in healthcare. Case study: Gazi University Hospital

This thesis aims to demonstrate the importance of patient (customer) satisfaction and commitment in healthcare, primarily rawing a theoretical framework, then applying it to a university hospital. Management can earn patient commitment through consistent satisfaction. Satisfaction will bring advantages to the businnes if the managements can transmit satisfaction to potential patients via increasing the marketing level communication from mouth to mouth. In the application process, a university hospital in Ankara has been chosen and via conducting questionnaire to the patients, the important factors in creating patient commitment and patient satisfaction have been determined. The results of the questionnaire suggest that the relationship between doctor and the patient, politeness and involvement of the staff, and the popularity and reliability of the doctor are determining factors in patient satisfaction and commitment. Key Words 1. Service 2. Healthcare 3. Hospital 4. Patient satisfaction 5. Patient commitment