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Abstract


DETERMINATION OF FACTORS AFFECTING PATIENT SATISFACTION AND PATIENT LOYALTY IN HEALTH INSTITUTIONS USING HOSPITAL MANAGEMENT INFORMATION SYSTEMS

Hospital management information systems can be defined as information systems that provide multi-modular management, which enables institutions to record administrative, financial and medical data in digital environment, data integration, storage, distribution and management. In this study, it was aimed to determine the factors affecting customer satisfaction and customer loyalty in the health institutions using HYBS. For this purpose, 140 health data were collected by conducting a face-to-face survey on health in different illnesses in Kutahya. In this study, data analysis was performed according to a two-step methodology using SPSS v.24. The first step is to test the reliability of the scales used. The second step was to determine the structural model and factors by conducting factor and correlation analysis. Cronbach alpha, a common method used to measure the reliability and internal consistency of the scale, was used. According to this, Cronbach alfa is 0,953, and the 26 questions on the scale show that they express a whole with a homogeneous structure at a good level. Five factorials were reached in the results of the factor analysis. These are Efficiency, Patient Satisfaction, Reliability, Agency Image and Quality. Considering these factors in health institutions, it was considered that a further increase in customer satisfaction and loyalty would be expected.



Keywords
Hospital Management Information Systems (HMIS), factors affecting patient satisfaction



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