Evcil hayvanlar üzerine faaliyet gösteren hayvan hastaneleri (Özel-kamu) ve veteriner kliniklerinin tercih edilme sebepleri. Bursa ili örneği
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Date
2022
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Tekirdağ Namık Kemal Üniversitesi
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info:eu-repo/semantics/openAccess
Abstract
Günümüzde insanların hayvan sahiplenme oranlarında artış yaşanması ve toplumda hayvanlara karşı duyarlılığın artmasıyla birlikte; hayvan sağlığı üzerine faaliyet gösteren sağlık kurumlarının işleyişi de etkilenmiştir. Bu bağlamda verilen sağlık hizmetinin güvenli ve kaliteli olmasının sonucunda müşteri memnuniyeti önem kazanmıştır. Özellikle gün geçtikçe sayıları artan veteriner klinikleri ve hayvan hastaneleri arasında rekabet ortamı da fazlalaşmıştır. Bu sebeple bu çalışmada; Bursa ilinde evcil hayvanlar üzerine faaliyet gösteren veteriner klinikleri ile özel veya kamuya ait olmaları fark etmeksizin çalışan hayvan hastanelerinin hayvan sahipleri tarafından tercih edilme sebepleri üzerine karşılaştırma yapılarak, hasta sahiplerinin klinik veya hastane türlerine göre şikâyet ve memnuniyet değerlendirmesi yapılması amaçlanmıştır. Öncelikle, hizmet kavramı ve müşteri memnuniyeti kavramları açıklanmış; sonrasında ise araştırma kapsamında uygulanan anket üzerinde durulmuştur. Çalışma kapsamında; Bursa ilinde faaliyet gösteren veteriner klinikleri ve hayvan hastaneleri örnek alınmıştır.
Nowadays, there is an increase in the rate of people owning animals and sensitivity towards animals in society has increased; the functioning of health institutions working on animal health has also been affected. In this context, as a result of the safety and quality of the health service provided, customer satisfaction has gained importance. The competitive environment has increased, especially between veterinary clinics and animal hospitals, which are increasing day by day. For this reason, in this study; veterinary clinics working on pets and animal hospitals working regardless of private or public in Bursa, by comparing the reasons for preference by animal owners, it was aimed to evaluate the complaints and satisfaction of patient owners according to clinic or hospital types. First of all, the concept of service and customer satisfaction were explained; then the questionnaire applied within the scope of the research was examined. With in the scope of the study, veterinary clinics and animal hospitals operating in Bursa were taken as examples.
Nowadays, there is an increase in the rate of people owning animals and sensitivity towards animals in society has increased; the functioning of health institutions working on animal health has also been affected. In this context, as a result of the safety and quality of the health service provided, customer satisfaction has gained importance. The competitive environment has increased, especially between veterinary clinics and animal hospitals, which are increasing day by day. For this reason, in this study; veterinary clinics working on pets and animal hospitals working regardless of private or public in Bursa, by comparing the reasons for preference by animal owners, it was aimed to evaluate the complaints and satisfaction of patient owners according to clinic or hospital types. First of all, the concept of service and customer satisfaction were explained; then the questionnaire applied within the scope of the research was examined. With in the scope of the study, veterinary clinics and animal hospitals operating in Bursa were taken as examples.
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Keywords
Sağlık Yönetimi, Healtcare Management
