The effect of institutional associations of health managing systems on customer satisfaction

Besides the social of the presantation and production of healthservices,there is also a financial dimension of the issue.The right to profitfrom the health services is one of the fundamental rights of the eachindividual living all around the country.While its social side,in other words theside related to the demand,interests the government in the presentation ofthe communal health services.While the individuals demandaccessible,practical,high quality and cheap health services,the statedemands to reduce the costs of the service that it will put in to use by takinginto account the demands of the individual.Combining the financing andsocial side of service ,production and presentation at a pointin which thelevels of satisfaction are highis one of the fundamental targets oh all of thehealth service presentation models.The main target of the law numbered5283 is to increase both sides of satisfaction levels in service presentation.With this study according to the law numbered 5283 related tothe?Transfer of Health Units Belonging to Some Health Industry the Ministryof Health?,the patients and their relatives getting service from the combinedhospitals were regarded as external customers while the employees of thehospital on to whom the study has been applied were regarded as internalcustomers.At thr study made for determining the customer satisfactionrelated to the new application,the external customer group was given 185quastionnaires and 137 of them were returned.The data have beentransferred to the computer and necessary configuration statistics and testsfor the importance of the difference among the group average have beenapplied.(t?test,Mann-Whitney U Test,Kruskal Wallis Test)At the study,it was stated that the satisfaction of thr customers werelow,that the hospitals were insufficient to compensate for the increasingdemand physically and the internal customers,in other words the employeesof the hospital complain from the increasing burden of work and from thephysical lacks.Key Words: Customer Satisfaction, Internal Customer, ExternalCustomer