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Determining consumers’ choice criteria for hospital services: a study among public, private and institutional hospitals

Tor Kadioglu, Cansu and Cavmak, Dogancan and Haque, A. K. M. Ahasanul (2021) Determining consumers’ choice criteria for hospital services: a study among public, private and institutional hospitals. Turkish Journal of Physiotherapy and Rehabilitation, 32 (3). pp. 10718-10730. ISSN 2651-4451 E-ISSN 2651-446X

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Purpose: Due to increasing competition in healthcare, hospitals need to be more consumer oriented. Determining the factors affecting the hospital selection of consumers and the relationship between them are beneficial for hospitals. The purpose of this study is to examine the factors affecting hospital choice of healthcare customers. Methods: The sample of 662 healthcare consumers included the study and completed the questionnaire. The data were analyzed by structural equation model. Results: The results signify that responsiveness of services and physical environment significantly and positively affects perceived medical quality. Results also indicated that the post covid perception is significantly affected by responsiveness of services and accessibility. Finally, results revealed that effects of factors differed by the type of hospitals. Conclusion: The study contributesto the understanding of patient’s expectations from and criteria on hospitals. The finding of the study is also useful for hospital managers from public, private and university hospitals to conduct an efficient marketing action.

Item Type: Article (Journal)
Uncontrolled Keywords: Hospitals, Hospital Choice, Consumers, Health Marketing, Covid-19
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Prof. Dr Ahasanul Haque
Date Deposited: 20 Dec 2021 16:05
Last Modified: 20 Dec 2021 16:05
URI: http://irep.iium.edu.my/id/eprint/94992

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