Vol. 14 No. 2 (2026): Business & Management Studies: An International Journal
Articles

The role of communication in decision-making stages and satisfaction within the framework of service quality dimensions: A qualitative study on healthcare organisations

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  • Onur Şen
Onur Şen
Lect. Dr., Kırklareli University, Kırklareli, Türkiye

Published 2026-06-25

Keywords

  • Hasta Karar Verme Süreci, Sağlık İşletmeciliği, Hasta Memnuniyeti
  • Patient Decision-Making Process, Healthcare Management, Patient Satisfaction

How to Cite

The role of communication in decision-making stages and satisfaction within the framework of service quality dimensions: A qualitative study on healthcare organisations. (2026). Business & Management Studies: An International Journal, 14(2), 764-791. https://doi.org/10.15295/bmij.v14i2.2749

Copyright (c) 2026 Onur Şen

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

The role of communication in decision-making stages and satisfaction within the framework of service quality dimensions: A qualitative study on healthcare organisations. (2026). Business & Management Studies: An International Journal, 14(2), 764-791. https://doi.org/10.15295/bmij.v14i2.2749

Abstract

This study aims to explain, based on participants’ accounts, how communication experiences in healthcare are related to the patient decision-making process and perceptions of satisfaction. The study, which focuses on dimensions of service quality, was conducted within a phenomenological framework and employed a qualitative research method. Semi-structured interviews were conducted with 36 participants who had received healthcare services from various outpatient clinics. The data were analysed using the thematic analysis approach in MAXQDA 24 Pro and evaluated within the Critical Incident Technique framework to identify pivotal moments in the decision-making process. The findings indicate that participants evaluated empathy, transparency, and information as important elements at different stages of the patient decision-making process. In contrast, access, cost transparency, and personalised care were associated with post-service satisfaction. Additionally, it was determined that physical environment and hygiene factors were effective during the decision-making stage, but the communication factor took precedence over these elements. In conclusion, the participants’ narratives indicate that effective communication is closely linked not only to satisfaction with the experience but also to the decision-making process leading to the purchase of healthcare services.

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