Hizmet kalitesi boyutları çerçevesinde iletişimin karar aşamaları ve memnuniyet üzerindeki rolü: Sağlık işletmeleri üzerine nitel bir inceleme
Yayınlanmış 25.06.2026
Anahtar Kelimeler
- Hasta Karar Verme Süreci, Sağlık İşletmeciliği, Hasta Memnuniyeti
- Patient Decision-Making Process, Healthcare Management, Patient Satisfaction
Nasıl Atıf Yapılır
Telif Hakkı (c) 2026 Onur Şen

Bu çalışma Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License ile lisanslanmıştır.
Nasıl Atıf Yapılır
Öz
Bu araştırma, sağlık hizmetlerinde iletişim deneyimlerinin hasta karar verme süreci ve memnuniyet algılarıyla nasıl ilişkilendirildiğini katılımcı anlatıları doğrultusunda açıklamayı amaçlamaktadır. Hizmet kalitesi boyutlarını merkeze alan bu çalışmada fenomenolojik araştırma deseni takip edilmiş ve nitel araştırma yöntemi benimsenmiştir. Farklı polikliniklerden sağlık hizmeti almış 36 katılımcıyla yarı yapılandırılmış görüşmeler gerçekleştirilmiştir. Elde edilen veriler tematik analiz yaklaşımıyla MAXQDA 24 Pro yazılımı kullanılarak çözümlenmiş ve karar sürecinde yön değiştirici deneyim anlarını belirlemek amacıyla Kritik Olay Tekniği çerçevesinde değerlendirilmiştir. Bulgular; empati, açıklık ve bilgilendirmenin katılımcılar tarafından hasta karar sürecinin farklı aşamalarında önemli unsurlar olarak değerlendirildiğini, erişim, maliyet şeffaflığı ve kişiselleştirilmiş bakımın ise hizmet sonrası memnuniyet deneyimleriyle ilişkilendirildiğini göstermektedir. Ayrıca fiziksel çevre ve hijyen faktörlerinin karar verme aşamasında etkili olduğu ancak iletişim faktörünün bu unsurların önüne geçtiği tespit edilmiştir. Sonuç olarak katılımcı anlatıları, etkili iletişimin yalnızca memnuniyet deneyimiyle değil, aynı zamanda sağlık hizmeti satın alma kararının oluşum süreciyle de yakından ilişkilendirildiğine işaret etmektedir.
Referanslar
- Abdullah, M., Othman, A., Hamzah, M., Anuar, A., Tobi, S., & Solat, N. (2022). The influence of healthcare service quality on public university students’ satisfaction and behavioural intention: moderating role of trust. Journal of Health Management, 25(3), 489-498. https://doi.org/10.1177/09720634221076886
- Agyei, D. (2020). Effect of customer satisfaction and marketing communication mix on customers’ loyalty in the Ghanaian banking industry. European journal of management, 5(4), 22-40.
- Ahmed, A., Khuwaja, F., Othman, I., Qureshi, M., & Ali, R. (2017). Validation of servqual model in relation to customer loyalty: evidence from fmcgs in pakistan. Sukkur Iba Journal of Management and Business, 4(2), 54-76. https://doi.org/10.30537/sijmb.v4i2.111
- Akdu, U. (2019). Otel i̇şletmelerinde uygulanan hizmet hatası telafi stratejilerinin hizmet kalitesi algısına etkisi. Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 21(2), 625-646. https://doi.org/10.32709/akusosbil.525109
- Akroush, M. N. (2011). The 7ps classification of the services marketing mix revisited: an empirical assessment of their generalisability, applicability and effect on performance — evidence from jordan’s services organisations. Jordan Journal of Business Administration, 7(1), 116-147. https://www.researchgate.net/publication/349771276
- Altıntaş, R., Erci̇yas, Ş., & Ertem, G. (2022). Sağlık bilimleri fakültesi öğrencilerinin serviks kanseri ile human papilloma virüs enfeksiyonu aşılamasına ilişkin sağlık inanç düzeylerinin belirlenmesi. Etkili Hemşirelik Dergisi, 15(1), 40-49. https://doi.org/10.46483/deuhfed.792977
- Avcı, T. & Arpacıoğlu, S. (2022). Diş hekimlerinin koronavirüs pandemisi sürecindeki koronavirüs hastalığı korkusu ve psikolojik durumlarının incelenmesi. Anadolu Kliniği Tıp Bilimleri Dergisi, 27(3), 323-336. https://doi.org/10.21673/anadoluklin.1038361
- Bayram, M., Burgazoğlu, H., Hızal, S., & Gülden, A. (2023). Yiyecek i̇çecek hizmet kalitesi ile marka sadakati ve marka imajı arasında müşteri memnuniyetinin rolü. Manas Sosyal Araştırmalar Dergisi, 12(1), 224-239. https://doi.org/10.33206/mjss.1183805
- Becker, L., Jaakkola, E., & Halinen, A. (2020). Toward a goal-oriented view of customer journeys. Journal of Service Management, 31(4), 767-790. https://doi.org/10.1108/josm-11-2019-0329
- Berger, R. (2015). Now I see it, now I don’t: Researcher’s position and reflexivity in qualitative research. Qualitative Research, 15(2), 219–234. https://doi.org/10.1177/1468794112468475
- Blanch-Hartigan, D., van Eeden, M., Verdam, M. G. E., Han, P. K. J., Smets, E. M. A., & Hillen, M. A. (2019). Effects of communication about uncertainty and oncologist gender on the physician–patient relationship. Patient Education and Counseling, 102(9), 1613–1620. https://doi.org/10.1016/j.pec.2019.05.002
- Bogdanović, S. & Tomić, S. (2024). The significance of marketing in the healthcare sector. Serbian Journal of Engineering Management, 9(1), 15-24. https://doi.org/10.5937/sjem2401015b
- Bozkurt, Ö. & Ercan, A. (2019). Çalışanlarin iişe adanmışlıklarında karar verme tarzları belirleyici olabilir mi̇? Elektronik Sosyal Bilimler Dergisi, 18(70), 882-902. https://doi.org/10.17755/esosder.480088
- Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
- Bronner, F. & Hoog, R. (2011). A new perspective on tourist information search: discussion in couples as the context. International Journal of Culture Tourism and Hospitality Research, 5(2), 128-143. https://doi.org/10.1108/17506181111139555
- Brysland, A. & Curry, A. (2001). Service improvements in public services using servqual. Managing Service Quality, 11(6), 389-401. https://doi.org/10.1108/09604520110410601
- Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). SAGE.
- Çakmak, T. & Sağcan, M. (2024). Turizmde gizli tehlike: birlikte değer yıkımının müşteri şikâyetleri üzerinden i̇ncelenmesi (hidden danger in tourism: examining value co-destruction through customer complaints). Türk Turizm Arastirmalari Dergisi, 7(11), 872-893. https://doi.org/10.26677/tr1010.2024.1469
- Derksen, F., Bensing, J., & Lagro-Janssen, A. (2013). Effectiveness of empathy in general practice: A systematic review. British Journal of General Practice, 63(606), e76–e84. https://doi.org/10.3399/bjgp13X660814
- Diliasari, K. & Sulistiadi, W. (2024). Use of net promoter score (nps) in hospital marketing strategy to increase patient satisfaction and loyalty. International Journal of Social Service and Research, 4(03), 907-911. https://doi.org/10.46799/ijssr.v4i03.615
- Dursun, İ., Alnıaçık, Ü., & Kabadayı, E. (2013). Tüketici karar verme tarzları ölçeği: yapısı ve boyutları. International Journal of Management Economics and Business, 9(19). https://doi.org/10.11122/ijmeb.2013.9.19.418
- Dursun, Y., & Yıldırım, M. (2021). Sağlık hizmetlerinde iletişim kalitesinin hasta memnuniyeti üzerindeki etkisi. Journal of Healthcare Management and Leadership, 3(2), 45–60. https://doi.org/10.29329/jhml.2021.352.3
- Elrod, J. & Fortenberry, J. (2018). Catalyzing marketing innovation and competitive advantage in the healthcare industry: the value of thinking like an outsider. BMC Health Services Research, 18(S3). https://doi.org/10.1186/s12913-018-3682-9
- Fabes, J., Avşar, T., Spiro, J., Fernández, T., Eilers, H., Evans, ·., … & Poole, A. (2022). Information asymmetry in hospitals: evidence of the lack of cost awareness in clinicians. Applied Health Economics and Health Policy, 20(5), 693-706. https://doi.org/10.1007/s40258-022-00736-x
- Flanagan, J. C. (1954). The critical incident technique. Psychological Bulletin, 51(4), 327–358. https://doi.org/10.1037/h0061470
- Gremler, D. D. (2004). The critical incident technique in service research. Journal of Service Research, 7(1), 65–89. https://doi.org/10.1177/1094670504266138
- Güdük, Ö. & Sevim, E. (2020). Evaluation of public healthcare managers’ perspectives on marketing in healthcare: istanbul example. Journal of Academic Research in Nursing, 6(1), 148-156 https://doi.org/10.5222/jaren.2020.73745
- Hamzah, Z., Lee, S., & Moghavvemi, S. (2017). Elucidating perceived overall service quality in retail banking. The International Journal of Bank Marketing, 35(5), 781-804. https://doi.org/10.1108/ijbm-12-2015-0204
- Han, L., Clegg, A., Doran, T., & Fraser, L. (2019). The impact of frailty on healthcare resource use: a longitudinal analysis using the clinical practice research datalink in england. Age and Ageing, 48(5), 665-671. https://doi.org/10.1093/ageing/afz088
- Hänninen, N. & Karjaluoto, H. (2017). The effect of marketing communication on business relationship loyalty. Marketing Intelligence & Planning, 35(4), 458-472. https://doi.org/10.1108/mip-01-2016-0006
- Henry, S. G., Fuhrel-Forbis, A., Rogers, M. A. M., & Eggly, S. (2012). Association between nonverbal communication during clinical interactions and outcomes: A systematic review and meta-analysis. Patient Education and Counseling, 86(3), 297–315. https://doi.org/10.1016/j.pec.2011.07.006
- Hillen, M. A., de Haes, H., Verdam, M. G. E., & Smets, E. M. A. (2018). Trust and perceptions of physicians’ nonverbal behavior among women with immigrant backgrounds. Journal of Immigrant and Minority Health, 20(4), 963–971. https://doi.org/10.1007/s10903-017-0580-x
- Hodijah, C., Maria, S., & Dewatmoko, S. (2023). Best practices for hospital's core marketing. Escalate, 1(01), 52-62. https://doi.org/10.61536/escalate.v1i01.11
- Hoyer, W., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51(1), 57-71. https://doi.org/10.1016/j.intmar.2020.04.001
- Ikonen, J., Eriksson, J., Salonen, M., Kajantie, E., Arponen, O., & Haapanen, M. (2021). The utilization of specialized healthcare services among frail older adults in the helsinki birth cohort study. Annals of Medicine, 53(1), 1875-1884. https://doi.org/10.1080/07853890.2021.1941232
- Kalaja, R., & Krasniqi, M. (2022). Patient satisfaction with quality of care in public hospitals in Albania. Frontiers in Public Health, 10, 925681. https://doi.org/10.3389/fpubh.2022.925681
- Kar, R. & Wasnik, A. (2024). Progress and trends in healthcare marketing strategy (2018–2022): a descriptive and bibliometric analysis of the web of science (wos) dataset. International Journal of Pharmaceutical and Healthcare Marketing, 18(2), 325-349. https://doi.org/10.1108/ijphm-12-2022-0106
- Karakahraman, Y. & Özsaatcı, F. (2021). Algılanan hizmet kalitesinin müşteri memnuniyeti, müşteri tatmini ve müşteri sadakatine etkileri: katılım bankası örneği. Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 14(2), 432-452. https://doi.org/10.25287/ohuiibf.708800
- Karaman, D. (2020). İlişkisel pazarlama bilinirliğinin ve uygulamalarının belirlenmesi üzerine hizmet sektörlerinde nitel bir araştırma. Alanya Akademik Bakış, 4(2), 521-539. https://doi.org/10.29023/alanyaakademik.703212
- Kefe, İ., & Selamoğlu, A. (2021). Dindarlığın karar verme tarzları üzerindeki etkisi: Üniversite öğrencileri üzerine bir araştırma. Journal of Social, Humanities and Administrative Sciences, 7(42), 2513–2526. https://doi.org/10.31589/JOSHAS.689
- Kim, H. & Kim, S. (2024). Exploring doctor-patient dynamics: the mediating role of doctor's empathy and the moderating effect of treatment effectiveness on doctor-patient communication, trust and satisfaction. Journal of Student Research, 13(1). https://doi.org/10.47611/jsrhs.v13i1.6345
- Kim, S., Kim, J., & Lee, J. (2022). International trend of non-contact healthcare and related changes due to covid-19 pandemic. Yonsei Medical Journal, 63(Suppl), S22. https://doi.org/10.3349/ymj.2022.63.s22
- Kitapçı, O., Akdogan, C., & Dörtyol, İ. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia- Social and Behavioral Sciences, 148, 161-169. https://doi.org/10.1016/j.sbspro.2014.07.030
- Kitapçı, O., Akdoğan, C., & Dökmen, S. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions, and word-of-mouth communication in healthcare services. Procedia – Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030
- Köse, Ş. & Çizer, E. (2021). Deneyimsel pazarlamanın müşteri memnuniyeti ve müşteri sadakati ile ilişkisi: akıllı telefon sektörüne yönelik bir araştırma. Business and Economics Research Journal, 12(1), 219-232. https://doi.org/10.20409/berj.2021.319
- Kutlu, D. (2025). Sigorta şirketlerinin hizmet dağıtım performanslarının çok kriterli karar verme tekniği ile analizi. Elektronik Sosyal Bilimler Dergisi, 24(1), 190-210. https://doi.org/10.17755/esosder.1516804
- Kwame, A., & Petrucka, P. M. (2021). A literature-based study of patient-centered care and communication in nurse-patient interactions: barriers, facilitators, and the way forward. BMC Nursing, 20, Article 158. https://doi.org/10.1186/s12912-021-00684-2
- Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172–198. https://doi.org/10.1108/17566690910971445
- Lau, M., Cheung, R., Lam, A., & Chu, Y. (2013). Measuring service quality in the banking industry: a hong kong based study. Contemporary Management Research, 9(3). https://doi.org/10.7903/cmr.11060
- Lee, M. & Ihm, J. (2021). Empathy and attitude toward communication skill learning as a predictor of patient-centered attitude: a cross-sectional study of dental students in Korea. BMC Medical Education, 21(1). https://doi.org/10.1186/s12909-021-02674-z
- Lemon, K. & Verhoef, P. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420
- Levett‐Jones, T. & Cant, R. (2020). The empathy continuum: an evidenced‐based teaching model derived from an integrative review of contemporary nursing literature. Journal of Clinical Nursing, 29(7-8), 1026-1040. https://doi.org/10.1111/jocn.15137
- Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Beverly Hills, CA: Sage Publications.
- Maksüdünov, A. (2022). Kırgızistan gsm sektöründe hizmet pazarlaması ve hizmet kalitesi uygulamalarının değerlendirilmesi. Manas Sosyal Araştırmalar Dergisi, 11(1), 458-469. https://doi.org/10.33206/mjss.1027763
- Mast, M. S. (2007). On the importance of nonverbal communication in the physician–patient interaction. Patient Education and Counseling, 67(3), 315–318. https://doi.org/10.1016/j.pec.2007.03.005
- Misaii, H., Khoshdel, A., Zareiyan, A., & Mohammadimehr, M. (2019). Evaluating the educational services quality of a military medical university (servqual model): a descriptive analytic study. Journal of Archives in Military Medicine, 7(1-2). https://doi.org/10.5812/jamm.92129
- Moustakas, C. (1994). Phenomenological research methods. Thousand Oaks, CA: Sage Publications. https://doi.org/10.4135/9781412995658
- Ndone, J. (2025). We feel, we understand: examining the moderating effects of publics' empathy on crisis outcomes across crisis types and response strategies. Journal of Contingencies and Crisis Management, 33(1). https://doi.org/10.1111/1468-5973.70029
- Nuseir, M. (2019). The impact of electronic word of mouth (e-wom) on the online purchase intention of consumers in the islamic countries – a case of (uae). Journal of Islamic Marketing, 10(3), 759-767. https://doi.org/10.1108/jima-03-2018-0059
- Olgun, Ş. (2018). Meme kanserini önlemede ihmal edilen bir grup: birinci derece yakn akrabalar. Journal of Awareness, 3(5), 209-216. https://doi.org/10.26809/joa.2018548631
- Öztürk, O. (2022). Hizmet hatası ve telafisi kapsamında sosyal kaygının tüketicilerin şikâyet etme niyeti üzerinde düzenleyici etkisinin araştırılması: restoran sektöründe bir araştırma. International Journal of Social Inquiry, 15(2), 335-363. https://doi.org/10.37093/ijsi.1140415
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
- Patton, M. Q. (2015). Qualitative research & evaluation methods: Integrating theory and practice (4th ed.). SAGE.
- Pehrson, C., Banerjee, S., Manna, R., Shen, M., Hammonds, S., Coyle, N., … & Bylund, C. (2016). Responding empathically to patients: development, implementation, and evaluation of a communication skills training module for oncology nurses. Patient Education and Counseling, 99(4), 610-616. https://doi.org/10.1016/j.pec.2015.11.021
- Pilbery, R., Smith, M., Green, J., & Chalk, D. (2023). An analysis of nhs 111 demand for primary care services. https://doi.org/10.1101/2023.03.20.23287449
- Priescu, I. & Oncioiu, I. (2022). Measuring the impact of virtual communities on the intention to use telemedicine services. Healthcare, 10(9), 1685. https://doi.org/10.3390/healthcare10091685
- Ramanathan, U., Win, S., & Wien, A. (2018). A servqual approach to identifying the influences of service quality on leasing market segment in the german financial sector. Benchmarking an International Journal, 25(6), 1935-1955. https://doi.org/10.1108/bij-12-2016-0194
- Rauf, R., Hardianti, H., & Yunus, M. (2023). Petshop business performance analysis: an marketing approach. Jurnal Economic Resource, 6(2), 347-355. https://doi.org/10.57178/jer.v6i2.690
- Ravangard, R., Khodadad, A., & Bastani, P. (2020). How marketing mix (7ps) affect the patients’ selection of a hospital: experience of a low-income country. Journal of Egyptian Public Health Association, 95(1). https://doi.org/10.1186/s42506-020-00052-z
- Salam, F., Waspodo, N., Ningsih, I., Kartika, A., & Yanti, K. (2024). The impact of service quality factors on inpatient satisfaction at ibnu sina hospital in 2023. Formosa Journal of Science and Technology, 3(5), 947-954. https://doi.org/10.55927/fjst.v3i5.9491
- Sang, H., & Cheng, J. (2020). Effects of perceived risk and patient anxiety on intention to use community healthcare services in a big modern city. SAGE Open, 10(2), 2158244020933604. https://doi.org/10.1177/2158244020933604
- Sargın, M. & Dedeoğlu, A. (2023). Mobil i̇letişim sektöründe hizmet tutsaklığı: algılanan hizmet kalitesi ve kurumsal i̇majının etkisi. Yönetim ve Ekonomi Dergisi, 30(4), 729-757. https://doi.org/10.18657/yonveek.1206270
- Sasmita, N., Isnaini, S., & Wahyudi, I. (2021). Nhs international hospital branding image strategy through integrated marketing communication. Jurnal Spektrum Komunikasi, 9(2), 65-79. https://doi.org/10.37826/spektrum.v9i2.194
- Schoofs, L., Claeys, A., Waele, A., & Cauberghe, V. (2019). The role of empathy in crisis communication: providing a deeper understanding of how organizational crises and crisis communication affect reputation. Public Relations Review, 45(5), 101851. https://doi.org/10.1016/j.pubrev.2019.101851
- Schünemann, H. J., Reinap, M., Piggott, T., Laidmäe, E., Köhler, K., Pōld, M., Ens, B., Irs, A., Akl, E. A., Cuello, C. A., Falavigna, M., Gibbens, M., Neamtiu, L., Parmelli, E., Jameleddine, M., Pyke, L., Verstijnen, I., Alonso-Coello, P., Tugwell, P., Zhang, Y., Saz-Parkinson, Z., Kuchenmüller, T., & Moja, L. (2022). The ecosystem of health decision making: From fragmentation to synergy. The Lancet Public Health, 7(4), e378–e390. https://doi.org/10.1016/S2468-2667(22)00057-3
- Senguo, R. A., Sun, X., & Kilango, N. C. (2017). Marketing communication based on customer satisfaction and loyalty: Zantel Tanzania. International Journal of Innovation, Management and Technology, 8(4), 284-288. https://doi.org/10.18178/ijimt.2017.8.4.742
- Sezgin, Y., Salimoğlu, S., Başaran, E., & Akdur, R. (2024). Yüksekokul öğrencilerinin human papilloma virüs enfeksiyonu ve aşilamasina ilişkin bilgi düzeyleri ve sağlk inançları. Turkish Journal of Family Medicine & Primary Care, 18(1), 48-55. https://doi.org/10.21763/tjfmpc.1315534
- Shafiq, M., Naeem, M., Munawar, Z., & Fatima, I. (2017). Service quality assessment of hospitals in asian context: an empirical evidence from pakistan. Inquiry the Journal of Health Care Organization Provision and Financing, 54. https://doi.org/10.1177/0046958017714664
- Shinan‐Altman, S., Levkovich, I., & Tavori, G. (2020). Healthcare utilization among breast cancer patients during the covid-19 outbreak. Palliative & Supportive Care, 18(4), 385-391. https://doi.org/10.1017/s1478951520000516
- Šíma, J. & Ruda, T. (2019). Using the servqual model in prediction of customer satisfaction in czech fitness centres. Management Studies, 7(1). https://doi.org/10.17265/2328-2185/2019.01.004
- Soleha, S., Utomo, A., & Herari, N. (2023). Identifying key service and quality dimensions as public relations strategy in rsup persahabatan. Jurnal Ilmiah Liski (Lingkar Studi Komunikasi), 9(2), 64. https://doi.org/10.25124/liski.v9i2.6098
- Şen, O., 2026. Hastaların deneyimleriyle sağlık işletmelerinde sözsüz iletişim üzerine nitel bir araştırma, Üçüncü Sektör Sosyal Ekonomi Dergisi, 61(1), 106-123. https://doi.org/10.63556/tisej.2026.1734
- Tan, K. & Pawitra, T. (2001). Integrating servqual and kano’s model into qfd for service excellence development. Managing Service Quality, 11(6), 418-430. https://doi.org/10.1108/eum0000000006520
- Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano’s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418–430. https://doi.org/10.1108/EUM0000000006520
- Tanış, V. & Yanık, G. (2021). Koronafobinin karar verme tarzlari ve işe bağlılık üzerindeki etkileri. Hacettepe Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 39(3), 459-474. https://doi.org/10.17065/huniibf.826025
- Vollrath, M. & Villegas, S. (2021). Avoiding digital marketing analytics myopia: revisiting the customer decision journey as a strategic marketing framework. Journal of Marketing Analytics, 10(2), 106-113. https://doi.org/10.1057/s41270-020-00098-0
- Wang, Y., Luor, T., Luarn, P., & Lu, H. (2015). Contribution and trend to quality research—a literature review of servqual model from 1998 to 2013. Informatica Economica, 19(1/2015), 34-45. https://doi.org/10.12948/issn14531305/19.1.2015.03
- Yeniçeri, T., Kurt, P., & Akgül, V. (2020). İçsel pazarlama uygulamalarının örgütsel bağlılığa etkisinde iş tatmininin aracı rolü: bankacılık sektöründe bir araştırma. Business and Management Studies an International Journal, 8(1), 476-501. https://doi.org/10.15295/bmij.v8i1.1357
- Yılmaz, M. & Boylu, M. (2016). Determining the levels of knowledge about cardiovascular risk factors and behaviours of desk-based staffs. Hemşirelikte Eğitim ve Araştırma Dergisi. https://doi.org/10.5222/head.2016.259
- Yorgancılar, F. & Özlük, B. (2022). Hemşirelik hizmetlerinde yönetsel sorun çözme ve karar verme üzerine bir derleme. Journal of General Health Sciences (Jgehes) Necmettin Erbakan Universityi 4(1), 68-80. https://doi.org/10.51123/jgehes.2022.45
- Yunus, N. M., Abdullah, M. Z., Ramdan, N. F. B., & Alnuaimi, H. A. (2024). The impact of healthcare service quality on patient satisfaction at university health center. Information Management and Business Review, 16(3S), 440–451. https://doi.org/10.22610/imbr.v16i3(I)S.4072
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2023). Services marketing: Integrating customer focus across the firm (9th ed.). McGraw-Hill Education.
- Zolnierek, K. B. H., & DiMatteo, M. R. (2009). Physician communication and patient adherence to treatment: A meta-analysis. Medical Care, 47(8), 826–834. https://doi.org/10.1097/MLR.0b013e31819a5acc:


