CUSTOMERS' PERCEPTIONS ON QUALITY IN DIETICIAN SERVICES: A COMPARATIVE RESEARCH ON PUBLIC AND PRIVATE HEALTH INSTITUTIONS

Ebru Bingöl; Tuğba Kılıçer

Article Details

CUSTOMERS' PERCEPTIONS ON QUALITY IN DIETICIAN SERVICES: A COMPARATIVE RESEARCH ON PUBLIC AND PRIVATE HEALTH INSTITUTIONS

Authors:

Ebru Bingöl | Tuğba Kılıçer

Publisher:

Sakarya University

Main Topics:

İşletme

Journal:

İşletme Bilimi Dergisi Vol.11 Issue 1, pp.15-32

Document Type:

Article

Publication Date:

4/2023

Document Language:

Turkish

Document ID (Org No.):

2001288042

pISSN:

2148-0737

Keywords:

Abstract:

 Aim: To determine the dimensions of customers preferences for dietitian services and their quality perceptions and to reveal whether the perception of quality differs in terms of the institution from which the service is received. Method: The research is descriptive research designed with the quantitative method. Online survey technique was utilized to collect data. Data of 240 participants, reached through judgmental sampling, were analyzed in SPSS. Findings: Customers prefer female dietitians. The most effective factor in preferring a dietitian is the advice of other consumers. Quality perceptions of customers in dietitian services consist of physical assets and the service provided by the dietitian and auxiliary staff. The quality perceived by the customers according to the type of institution they receive service differs in terms of the services provided by the dietician and auxiliary staff and physical assets. Conclusion: The most important quality component is the services offered by the dietitian. It is important to have a strong interaction with the customer with positive energy and the ability to find quick solutions to their problems. The dietitian should be able to convince with her physical appearance and knowledge, use technology well, and guide the customer. The physical evidence in service environment and the interaction of the auxiliary personnel with the customer are also important for the development of quality standards. Quality perceptions are higher when the service is provided in private institutions.

 Aim: To determine the dimensions of customers preferences for dietitian services and their quality perceptions and to reveal whether the perception of quality differs in terms of the institution from which the service is received. Method: The research is descriptive research designed with the quantitative method. Online survey technique was utilized to collect data. Data of 240 participants, reached through judgmental sampling, were analyzed in SPSS. Findings: Customers prefer female dietitians. The most effective factor in preferring a dietitian is the advice of other consumers. Quality perceptions of customers in dietitian services consist of physical assets and the service provided by the dietitian and auxiliary staff. The quality perceived by the customers according to the type of institution they receive service differs in terms of the services provided by the dietician and auxiliary staff and physical assets. Conclusion: The most important quality component is the services offered by the dietitian. It is important to have a strong interaction with the customer with positive energy and the ability to find quick solutions to their problems. The dietitian should be able to convince with her physical appearance and knowledge, use technology well, and guide the customer. The physical evidence in service environment and the interaction of the auxiliary personnel with the customer are also important for the development of quality standards. Quality perceptions are higher when the service is provided in private institutions.

 Aim: To determine the dimensions of customers preferences for dietitian services and their quality perceptions and to reveal whether the perception of quality differs in terms of the institution from which the service is received. Method: The research is descriptive research designed with the quantitative method. Online survey technique was utilized to collect data. Data of 240 participants, reached through judgmental sampling, were analyzed in SPSS. Findings: Customers prefer female dietitians. The most effective factor in preferring a dietitian is the advice of other consumers. Quality perceptions of customers in dietitian services consist of physical assets and the service provided by the dietitian and auxiliary staff. The quality perceived by the customers according to the type of institution they receive service differs in terms of the services provided by the dietician and auxiliary staff and physical assets. Conclusion: The most important quality component is the services offered by the dietitian. It is important to have a strong interaction with the customer with positive energy and the ability to find quick solutions to their problems. The dietitian should be able to convince with her physical appearance and knowledge, use technology well, and guide the customer. The physical evidence in service environment and the interaction of the auxiliary personnel with the customer are also important for the development of quality standards. Quality perceptions are higher when the service is provided in private institutions.

 Amaç: Müşterilerin diyetisyen hizmetlerine yönelik tercihleri ile kalite algılarının boyutlarını belirlemek ve kalite algısının hizmet alınan kurum açısından farklılaşıp farklılaşmadığını ortaya koymaktır. Yöntem: Araştırma nicel yöntemle kurgulanmış tanımlayıcı bir araştırmadır. Verilerin toplanmasında çevrimiçi anket tekniğinden yararlanılmıştır. Yargısal örnekleme yoluyla ulaşılan 240 katılımcıya ait veri SPSSte analiz edilmiştir. Bulgular: Müşteriler kadın diyetisyenleri tercih etmektedir. Diyetisyen tercihinde en etkili unsur, diğer tüketicilerin tavsiyesidir. Diyetisyen hizmetlerinde müşterilerin kalite algıları; diyetisyenin ve yardımcı personelin sunduğu hizmet ile fiziksel varlıklardan oluşmaktadır. Müşterilerin hizmet aldıkları kurum türüne göre algıladıkları kalite, diyetisyenin ve yardımcı personelin sunduğu hizmetler ile fiziksel varlıklar bakımından farklılaşmaktadır. Sonuç: En önemli kalite bileşeni diyetisyen tarafından sunulan hizmetlerdir. Pozitif enerjiyle danışanla güçlü bir etkileşim kurma ve onun problemlerine hızlı çözüm bulma becerisi önemlidir. Diyetisyen fiziksel görünümüyle ve bilgisiyle ikna edebilmeli, teknolojiyi iyi kullanmalı, danışanı yönlendirebilmelidir. Hizmetin sunulduğu ortama ilişkin fiziksel kanıtlar ile yardımcı personelin müşteriyle etkileşimi de kalite standartlarının geliştirilmesi açısından önemlidir. Kalite algıları, hizmetin özel kurumlarda sunulması durumunda daha yüksek düzeydedir.

Article Details

CUSTOMERS' PERCEPTIONS ON QUALITY IN DIETICIAN SERVICES: A COMPARATIVE RESEARCH ON PUBLIC AND PRIVATE HEALTH INSTITUTIONS

Authors:

Ebru Bingöl | Tuğba Kılıçer

Publisher:

Sakarya University

Main Topics:

İşletme

Journal:

İşletme Bilimi Dergisi Vol.11 Issue 1, pp.15-32

Document Type:

Article

Publication Date:

4/2023

Document Language:

Turkish

Document ID (Org No.):

2001288042

pISSN:

2148-0737

Service Quality

Dietitation Services

ServqualHizmet kalitesi

Diyetisyen Hizmetleri

Servqual

Issues

Article Details

CUSTOMERS' PERCEPTIONS ON QUALITY IN DIETICIAN SERVICES: A COMPARATIVE RESEARCH ON PUBLIC AND PRIVATE HEALTH INSTITUTIONS

Authors: Ebru Bingöl | Tuğba Kılıçer

Publisher: Sakarya University

Main Topics: İşletme

Journal: İşletme Bilimi Dergisi Vol.11 Issue 1, pp.15-32

Document Type: Article

Publication Date: 4/2023

Document Language: Turkish

Document ID (Org No.): 2001288042

pISSN: 2148-0737

Service Quality

Dietitation Services

ServqualHizmet kalitesi

Diyetisyen Hizmetleri

Servqual

Issues

Authors:

Ebru Bingöl | Tuğba Kılıçer

Publisher:

Sakarya University

Main Topics:

İşletme

Journal:

İşletme Bilimi Dergisi Vol.11 Issue 1, pp.15-32

Document Type:

Article

Publication Date:

4/2023

Document Language:

Turkish

Document ID (Org No.):

2001288042

pISSN:

2148-0737