Relationship Between Quality Perception and Patient Expectations with Patient Demographic Structure in Health Care Institutions and Organizations: Atatürk University Faculty of Dentistry Example.

Abstract

Background: To reveal whether the quality perceptions service expectations of patients and their relatives who come to health institutions for examination and treatment differ according to their demographic structures. Methods: The data collection tool used was the Patient Satisfaction Survey. The sample of the study consisted of 428 patients aged 21 and over 21 years who applied to Atatürk University Faculty of Dentistry for dental examinations between April 1, 2022 and July 31, 2022. The descriptive scanning method, one of the quantitative research methods, was used in the study. Survey analyzes were evaluated using scientific statistical analysis techniques described in the literature, and IBM Statistical Package for the Social Sciences (IBM SPSS Corp.; Armonk, NY, USA) Statistics 20 software was used. Results: Since the normal distribution condition was not met in normality tests, nonparametric tests were performed. Nonparametric tests revealed that patients' perceptions of quality and expectations did not differ according to gender, education, or marital status. On the other hand, patients' perceptions of quality and expectations differed according to age, profession, and monthly income. Conclusion: As a result of the statistical evaluation of the survey results, it was revealed that the quality perception and patient expectations in health institutions and organizations vary according to the demographic structures of the patients such as gender, age, education level, and monthly income.