EFFECT ON CUSTOMER SATİSFACTİON OF HEALTH CARE QUALİTY: THE CASE OF BOLU AND DUZCE

The aim of this study is to determine the effect on customer satisfaction of health care quality. In this direction, firstly in literatüre health care quality and studies on customer satisfaction were examined. In this context, the universe of research constitutes the universe of Bolu and Duzce are people who have benefited least once in the last year of the health services available. In this context, 559 people using data from questionnaires were collected. To the data obtained using quantitative methods were used exploratory factor analysis and regression analysis. The results of the analysis have appeared our dimensions of health-related quality of service and with related to customer satisfaction two dimensions. Dimensions of health related quality are reliability, physical appearance, willingness and empathy. If the dimensions occur with related to customer satisfaction are satisfaction with the physical evidence and the doctor / other auxiliary staff are pleased. According to result performed multiple linear regression analysis to examine the effect on customer satisfaction of health care quality revealed that affect customer satisfaction of the reliability, physical appearance and willingness.