Sağlık işletmelerinde müşteri ilişkileri yönetimi: Kamu ve özel sağlık işletmelerinde müşteri ilişkileri yönetimi uygulamaları araştırması
Yükleniyor...
Dosyalar
Tarih
2011-06-15
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Selçuk Üniversitesi Sosyal Bilimler Enstitüsü
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bireylerin günümüzde sağlığa verdikleri önemin artması, sağlık hizmetlerinde kaliteli bakım isteğinin yaygınlaşması, ilgili işletmeler arasında daha seçici davranmaları sonucunu doğurmuştur. Bu da sağlık işletmeleri arasındaki rekabeti gündeme getirmiştir. Bu rekabete neden olan faktörlerden biri de sağlık hizmeti sunan işletmelerin sayılarının giderek artması ve bu işletmelerin varlıklarını sürdürebilme gereksinimidir. Hizmet sunumunda; fiziki yapı, araç gereç, insan gücü ve sermaye gibi kaynak özellikleri yanı sıra, hizmetin sunuluş şekli ve hizmet alanların memnuniyeti, işletmeler arası rekabeti belirleyici en önemli özellikler olarak ortaya çıkmaktadır. Bu açıklamalar ışığında çalışma altı bölümden oluşmuştur. Birinci bölümde, Müşteri İlişkileri Yönetimi (MİY)'ne nasıl gelindiğini ifade etmek üzere, pazarlama kavramıyla ilgili teorik ve tarihi bilgilere yer verilmiştir. İkinci bölümde, MİY'in merkezini oluşturması sebebiyle, tüketici ve müşteri kavramları incelenerek, müşteri beklentilerinin neler olabileceği örneklenmiştir. Sağlık işletmelerinin de birer hizmet işletmesi olması sebebiyle üçüncü bölümde hizmet işletmeleriyle ilgili konulara yer verilmiştir. Dördüncü bölümde, hastane kavramı, sınıflandırılması, hastanelerde müşteri (hasta) kavramı, sağlık işletmelerinde MİY ve MİY uygulamaları ile elde edilebilecek faydalar hakkında bilgi verilmiştir. Çalışmanın beşinci bölümünde MİY açısından kamu ve özel sağlık işletmelerinin karşılaştırılmasını kapsayan bir araştırmanın metodolojisi ve araştırma sonucunda elde edilen bulguları ve konuya ilişkin hipotezler sunulmuştur. Son bölümde ise, çalışmanın değerlendirmesi yapılıp, kuramsal ve ampirik sonuçların bir özeti sunularak, bundan sonraki araştırmalar ve sağlık işletmeleri için önerilerde bulunulmuştur.
Today, the increased importance that individuals attach to health and the spread of the demand for high quality care in health services have led to their being more selective among the related businesses. This has brought to the agenda the competition among health businesses. One of the factors that have led to this competition is the gradual increase in the number of institutions that offer health services and these businesses? need to continue their existence. In offering services, besides source features such as physical conditions, tools and materials, manpower and capital, in the way the services are offered and the satisfaction of those that receive the services emerge as the most important features that determine the competition between businesses. In light of these explanations, the present study consists of six sections. In the first section, theoretical and historical information was provided about marketing in order to demonstrate how Customer Relationship Management (CRM) emerged. In the second section, the concepts of consumer and customer were explored as they formed the core of CRM and examples were provided as to what customer expectations might be. Information was provided in the third section about service institutions since health institutions are also service businesses. The fourth section is the one where information was offered about health institutions. In this section, information was given about the concept of hospital, its classification, the concept of customer (patient) in hospitals, CRM in health institutions and benefits that can be obtained from CRM applications. In the fifth section of the study, the methodology of a study that involved a comparison of public and private health businesses in terms of CRM and the findings that were obtained from the study and the related hypotheses were presented. In the last section, an assessment of the study was conducted, a summary of theoretical and empirical results was offered and suggestions were made for further studies and health businesses.
Today, the increased importance that individuals attach to health and the spread of the demand for high quality care in health services have led to their being more selective among the related businesses. This has brought to the agenda the competition among health businesses. One of the factors that have led to this competition is the gradual increase in the number of institutions that offer health services and these businesses? need to continue their existence. In offering services, besides source features such as physical conditions, tools and materials, manpower and capital, in the way the services are offered and the satisfaction of those that receive the services emerge as the most important features that determine the competition between businesses. In light of these explanations, the present study consists of six sections. In the first section, theoretical and historical information was provided about marketing in order to demonstrate how Customer Relationship Management (CRM) emerged. In the second section, the concepts of consumer and customer were explored as they formed the core of CRM and examples were provided as to what customer expectations might be. Information was provided in the third section about service institutions since health institutions are also service businesses. The fourth section is the one where information was offered about health institutions. In this section, information was given about the concept of hospital, its classification, the concept of customer (patient) in hospitals, CRM in health institutions and benefits that can be obtained from CRM applications. In the fifth section of the study, the methodology of a study that involved a comparison of public and private health businesses in terms of CRM and the findings that were obtained from the study and the related hypotheses were presented. In the last section, an assessment of the study was conducted, a summary of theoretical and empirical results was offered and suggestions were made for further studies and health businesses.
Açıklama
Anahtar Kelimeler
Businesses, İşletmeler, Private sector, Özel sektör, Private hospitals, Özel hastaneler, Management, Yönetim, Health care organizations, Sağlık işletmeleri, Customer relationship management, Müşteri ilişkileri yönetimi, Customer services, Müşteri hizmetleri, Hospitals, Hastaneler, State hospitals, Devlet hastaneleri
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Bişkin, F. (2011). Sağlık işletmelerinde müşteri ilişkileri yönetimi: Kamu ve özel sağlık işletmelerinde müşteri ilişkileri yönetimi uygulamaları araştırması. Selçuk Üniversitesi, Yayımlanmış doktora tezi, Konya.
