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Patient (customer) expectations in hospitals. (2007). Yilmaz, Gokhan ; Acuner, Taner ; Bostan, Sedat.
In: Health Policy.
RePEc:eee:hepoli:v:82:y:2007:i:1:p:62-70.

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  1. Exceeding parents’ expectations in Ear–Nose–Throat outpatient facilities: The development and analysis of a questionnaire. (2012). Margaritis, Eleftherios ; Katharaki, Maria ; Katharakis, George .
    In: Evaluation and Program Planning.
    RePEc:eee:epplan:v:35:y:2012:i:2:p:246-255.

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  1. Özcan KL. Sağlık Hizmetlerinde Kalite. In Çoruh M. editor. Sağlık Yönetiminde devamlı Kalite İyileştirme, Haberal Eğitim Vakfı; 1998, p. s.57 (in Turkish).
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  2. Acuner, T. Toplam Kalite Yönetiminde İnsan Faktörü ve Bir Model Önerisi, Yayınlanmamış Doktora Tezi, Trabzon; 1998 (in Turkish).
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  3. Şimşek, M. Toplam Kalite Yönetiminin Amacı ve Felsefesi, Standart Dergisi, Sayı 468 (Aralık 2000b), p. s.20–1 (in Turkish).
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  4. Donabedian, A. The seven pillars of quality. Arch Pathol Lab Med;1990:114, p. 1115–8.
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  5. Ersoy K. Hastanelerde Kalite Kontrolü, Toplum ve Hekim; 1993, p. s.68–9 (in Turkish).
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  6. Ertem, M, Oto, R, Karayel P. Dicle Üniversitesi Hastanesinde Yatan Hastalarda Hasta Memnuniyeti araştırması. 1. Ulusal Sağlık İdaresi Kongresi Bildiriler Kitabı, Ankara; 2000, ss.325–31 (in Turkish).
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  7. Kavuncubaşı Ş. Hastane ve Sağlık Kurumları Yönetimi, Siyasal Kitabevi, Ankara; 2000, p. s.270-294 (in Turkish).
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  8. Mcnaly, ; Roderick, M. Making customer satisfaction happen. 1994 Chapman & Hall: London
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  9. Pala, T, ve diğerleri. Hastanede Yatan Hastaların Hastane Hizmetleri ve Hastane Çalışanlarından Memnuniyeti ve Bunu Oluşturan Bileşenler. http://www.dicle.edu.tr/ (23.12.2003) (in Turkish).
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  10. Pehlivan, E, ve diğerleri. Malatya’da Sağlık Hizmetlerinin Kullanımı ve Hasta Memnuniyeti. İnönü Üniversitesi Tıp Fakültesi Dergisi; 2001:8(2), 72–8 (in Turkish).
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  11. Rust, Roland T, ve diÄŸerleri. Service Marketing Harper. New York: Collins College Publishers; 1996, p. s.231.
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