Relationship between perceived quality of health services and patient satisfaction

Health has been the most valuable treasure of human beings in the process between birth and death. Individuals carry out their activities in order to lead quality life throughout their lives. However, as individuals will be more productive when they are physically and mentally healthy, this also becomes important in the social dimension. In recent years, the importance given to marketing and delivery of health services, increase in investments, make customer satisfaction important for companies that want to survive in the competitive environment. Instead of waiting for the use of the services by the patients, health institutions provide services according to the needs and expectations that will ensure patient satisfaction. Health services have a complex and dynamic structure and production is mostly dependent on people, making it difficult to standardize the service. The aim of this study was to determine the factors that reveal the patient satisfaction, which is increasingly important in health, the relationship between administrative, patient and health care providers and the relationship between satisfaction and intention to visit the hospital again. In the scope of research, the patients receiving services from public hospitals, research hospitals and private hospitals providing health care services in Adana province were included. As a result of this study, it was found that patient perceptions, physical evidence and process quality formed by health care provider doctors, nurses and other health care employee were related to satisfaction and satisfaction was also related to intention to visit the same hospital again Keywords:Health, Health Care Services,Health Care Services Marketing, Patient Satisfaction