Determinants of Patient Satisfaction in a Military Teaching Hospital

Demir, Cesim; Çelik, Yusuf

doi:10.1111/j.1945-1474.2002.tb00416.x

Cited by 30 publications

(29 citation statements)

References 17 publications

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“…Additionally, as recommended by Gok and Sezen (2013), small and medium sized hospitals may consider larger hospitals as a role model in terms of quality of health care. Similarly, in accordance with earlier findings (Demir & Celik, 2002;Thi, 2002;Laal, 2013), the results of this study found that married patients were more likely to be very satisfied.…”

Section: Discussionsupporting

confidence: 82%

“…Meanwhile, waiting time for health care was significant in the literature (Boudreaux et al, 2000;Brown et al, 2005;French et al, 2014;Mercer et al, 2014). Some past studies (Demir & Celik, 2002;Jenkinson et al, 2002;Scotti & Stinerock, 2002;Merkouris et al, 2004;Baalbake et al, 2008;Kim et al, 2008;Miranda et al, 2010;Johannessen et al, 2011;Otani et al, 2012;Tateke et al, 2012;Chang & Chang, 2013;Gok & Sezen, 2013) found that hospital facilities were significant contributing factors.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Many previous research (Cohen, 1996;Sun et al, 2000Sun et al, , 2001Jackson et al, 2001;Johansson et al, 2002;Rahmqvist, 2001;Demir & Celik, 2002;Nguyen Thi et al, 2002;Cheng et al, 2003;Scotti & Stinerock, 2002;Bikker & Thompson, 2006;Hekkert et al, 2009;Laal, 2013;Farley et al, 2014;Mercer et al, 2014) found that patients' age was a significant factor affecting overall patient satisfaction. Marital status (Demir & Celik, 2002;Thi, 2002;Laal, 2013) was also found as a contributor of patient satisfaction by some other studies. Other earlier research (Taner & Antony, 2006;Tateke et al, 2012) indicated that patients of private hospitals were more satisfied than public hospitals.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Other earlier research (Taner & Antony, 2006;Tateke et al, 2012) indicated that patients of private hospitals were more satisfied than public hospitals. Patients' education level was determined as an important contributor of patient satisfaction by earlier studies (Demir & Celik, 2002;Johansson et al, 2002;Cheng et al, 2003;Bikker & Thompson, 2006;Hekkert et al, 2009;Al-Borie & Damanhouri, 2013;Laal, 2013;Farley et al, 2014;Çelik et al, 2014). Some prior work (Thi et al, 2002;Oluwadiya et al, 2010;Al-Borie & Damanhouri, 2013;Chang & Chang, 2013) found that men tended to be more satisfied than women, in contrast with other studies (Kaldenberg, 2001;Laal, 2013;Çelik et al, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Patient satisfaction surveys are frequently used as an indicator of quality of health care, whilst their reliability and validity have been somewhat subject to debate by earlier research (Scott & Smith, 1994;Williams, 1994;Avis et al, 1997;McKinley et al, 1997;Sitzia, 1999;Staniszewska & Ahmad, 1999;Dufrene, 2000;Grogan et al, 2000;Sun et al, 2001;Levin, 2005;Gill & White, 2009;Mpinga & Chastonay, 2011). In general, some criticisms against patient satisfaction surveys may arise as they uncover widespread and general dissatisfaction and the responses may be ill-considered (Demir & Celik, 2002;Fitzpatric, 1991). On the other hand, patient satisfaction surveys are considered to be a very effective management and marketing tool which may be widely used to listen the voice of the consumers and understand their views (Mohd & Chakravarty, 2014).…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Alkan

Çelik²,

Oktay³

2015

ASS

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The main purpose of this paper is to determine background demographic and socio-economic factors affecting outpatient satisfaction of public hospitals. The present study utilized data from a written-questionnaire administered to six hundred and one adult patients who had received outpatient care at various units of three Turkish pubic hospitals. The dependent variable used in predicting student satisfaction was satisfaction levels of the respondents. Due to the ordinal nature of the dependent variable, an ordered logit model was performed to examine demographic and socio-economic determinants of outpatient satisfaction in Erzurum, Turkey. Ordered logit estimation results revealed that type of hospital, marital status, age group, education level, occupation, residential place, monthly income, and information about private hospitals were statistically significant factors of outpatient satisfaction. This paper attempts to present factors affecting outpatient satisfaction in a municipality which was adopted as the leading health care service provider of its region where little work was done. Considering its geographical location, the results of this substantial region may be a valuable contribution for health care managers and policy makers.

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Section: Discussionsupporting

confidence: 82%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Predicting Key Factors Affecting Outpatient Satisfaction in Public Hospitals: Evidence from Erzurum, Turkey

Alkan

Çelik²,

Oktay³

2015

ASS

View full text Add to dashboard Cite

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A joint weighting and modified weighted aggregated sum product assessment‐based methodology for the measurement of patient satisfaction: Evidence from Indian healthcare

Singh

Kundu

Adhikari

et al. 2021

Multi Criteria Decision Anal

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In recent times, the increasing healthcare spending due to the rising health awareness signifies the importance of identifying the appropriate factors that influence patient satisfaction, weight assignment to these factors, and measurement of patient satisfaction becomes important. However, devising a robust objective weighting method for weight assignment of the factors and an analytical method for determining patient satisfaction scores has not been paid enough attention. Motivated by these issues, this work focuses on devising a robust objective weighting method for weight assignment of the factors that influence patient satisfaction, an analytical method for determining patient satisfaction, and real‐life implementation. We first propose a joint weighting methodology to allocate the weights to the factors by integrating the weights determined by different objective weighting methods, namely, mean weight, SD, entropy, criteria importance through intercriteria correlation, and preference selection index‐based approaches. Next, using the weights of these factors, we design a modified weighted aggregated sum product assessment method to determine a single patient satisfaction score by integrating the scores obtained from the weighted sum model and the weighted product model. The proposed methodology is applied to a real‐world dataset provided by a large healthcare provider and diagnostic clinic in Kolkata, India, to exhibit the real‐life implementation. The theoretical insights obtained through non‐parametric tests highlight the significant difference between joint weighting‐based and single weighting‐based methods. The context‐specific insights signify that the patients suffering from arthritis and hyperlipidaemia exhibit lower satisfaction. Also, the patients suffering from dengue express lower satisfaction than the patients suffering from malaria. Additionally, the healthcare provider should focus on improving the service quality of the departments such as ophthalmology, ENT, and dietician.

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