Analysis of Customer Satisfaction According to Various Demographic Characteristics: An Example of Public Hospital

This study aims to analyze how customer satisfaction is influenced by various demographic factors. Study is conducted on patients who receive healthcare services from a public hospital in Ankara province and it is a descriptive study. In order to measure the customer satisfaction (patient satisfaction) of the patients participated in the study, satisfaction surveys on the official web site of the Republic of Turkey Ministry of Health are used. 148 survey forms are evaluated. As a result of the analyses conducted within the scope of the study, it was observed that the highest patient satisfaction was related to trust to the nurses (85.3%) and the politeness of the personnel who carries out admission procedure (85.0%). It was found out that the services about which the patients are least satisfied are politeness of cleaning company personnel (46.0%), not providing a phone number to be used when necessary (52.7%), problems encountered in cleaning and drying the clothes during the patient’s stay at hospital (53.7%) and dissatisfactions about the hospital services such as canteen, cafeteria and TV hall (54.2%). There is statistically significant difference in satisfaction levels of the patients in terms of their level of education and previous healthcare service experiences in other hospitals.