Bu sayının ilk çalışmasında Mahmut HIZIROĞLU ve Elif AKKAYA "Küresel Zihniyet ve Ar-Ge Yoğun Kobi'lerin Uluslararasılaşması: Türkiye Biyoteknoloji Sektörü Örneği" başlıklı çalışmalarında Ar-Ge yoğun KOBİ'lerinin uluslararasılaşması üzerine küresel zihniyetin nasıl bir rol oynadığını tartışmaktadırlar. Çalışmada Ar-Ge yoğun KOBİ'lerin küresel zihniyete sahip olup olmadıkları, küresel zihniyete sahip olanların daha çok hangi özellikleri taşıdıkları, hangi unsurların Ar-Ge yoğun Türk KOBİ'lerinde küresel zihniyeti etkilediği ve küresel zihniyete sahip Ar-Ge yoğun KOBİ'lerin uluslararasılaşma mekanizmalarının neler olduğu araştırılmıştır.

This paper provides a perspective on customer experience in healthcare services. The aim of this paper is to make a literature research about customer experience in the healthcare sector. In this context, it is examined how customer experience in healthcare is measured, what dimensions it consists of and how customer experience in healthcare relates to other variables. This paper uses a comprehensive literature research method to customer experience in the healthcare sector. This paper suggests that there is no clear definition of the concept of customer experience in healthcare and it consists of many different dimensions. It is determined that there are very limited studies on customer experience in healthcare. Also a commonly accepted scale measuring the customer experience in healthcare has not been found in the literature. Variables related to customer experience in healthcare in previous studies have been identified. The variables related to customer experience in healthcare are found as customer satisfaction and customer loyalty. Previous studies have shown that providing a good customer experience is an important part of providing customer satisfaction and customer loyalty.

Objective: Today, increasing competition conditions, increasing costs, changing the diagnosis and treatment methods with the advancement of technology, and increasing patient expectations increase the importance of service quality in the health sector. The aim of this study is to evaluate the service quality in hospital from the perspective of patients, hospital managers and physicians. Method: The population and sample of the study consisted of physicians, patients and hospital managers in Sivas Numune Hospital. The study was conducted with 60 participants who voluntarily agreed to participate. Twopart survey method was used as data collection tool. In the first part, the questions about the identifier characteristics of the participants and the second part are the five-dimensional SERVPERF scale. The data were collected by the researcher between 25.04.2019 and 10.05.2019 by face to face interview technique. AHP analysis was performed in the study. Findings and Results:The study was carried out with 20 patients, 20 physicians and 20 managers. 66.7% of the participants were male; 73.3% were married and 76% of them are at undergraduate and graduate level. 70% of the patients participated in the study provided 3 or more applications. According to the results of AHP analysis, reliability, responsiveness, assurance, tangibles and empathy dimension were found to be important for the evaluation of service quality. The importance of physicians for tangibles, empathy, assurance, reliability and responsiveness. For hospital managers, the importance rankings are empathy, tangibles, reliability, assurance and responsiveness. Although there are studies evaluating hospital service quality from the perspective of patients in the literature, there are no studies evaluating the internal and external stakeholders together.