Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die f... more Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die from breast cancer annually making it the most common type of cancer seen among women and the most common cancer overall in 76% of the world's countries. In Turkey, 22,345 women were diagnosed with, and 5,542 women died from breast cancer in 2018 (1, 2). It is estimated that the incidence rate will grow by more than 60% by 2040 which, adjusting for projected population growth in the year 2040, will result in over 35,000 breast cancer diagnoses and the deaths of over 8,500 women in Turkey (3, 4). Diagnosing breast cancer in the early stages can offer women more options for treatment and an increased
Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die f... more Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die from breast cancer annually making it the most common type of cancer seen among women and the most common cancer overall in 76% of the world's countries. In Turkey, 22,345 women were diagnosed with, and 5,542 women died from breast cancer in 2018 (1, 2). It is estimated that the incidence rate will grow by more than 60% by 2040 which, adjusting for projected population growth in the year 2040, will result in over 35,000 breast cancer diagnoses and the deaths of over 8,500 women in Turkey (3, 4). Diagnosing breast cancer in the early stages can offer women more options for treatment and an increased
Objective: The aim of the study was to evaluate the relationship between quality of healthcare an... more Objective: The aim of the study was to evaluate the relationship between quality of healthcare and hospital information management system (HIMS) in the perspective of health professionals and patient registry officers in a private hospital. Material and Methods: In this cross-sectional study, 118 health professionals (75 nurses and 43 physicians) and 58 patient registry officers were selected from the same private hospital. Data was collected by two structured questionnaires. Results: “The electronic health record (EHR) provides an accurate summary view about the situation of patients” and “Nursing information is easily accessible and readable” in nurses, “The EHR provides me appropriate feedback about the tasks it performs” and “HIMS helps to monitor reception of orders and instructions I have given to the nursing staff” in physicians and “HIMS improves my productivity”, “HIMS improves patient safety” and “HIMS meets my operational needs” in patient registry officers’ group were fo...
In this paper we examine social capital and its relationship with performance at the organization... more In this paper we examine social capital and its relationship with performance at the organizational level. We predict that both internal and external social capital will have a positive effect on organizational performance. We test our hypotheses in 88 urban public schools where we collected data from principals, teachers, parents, and students. Results indicate that both internal social capital (relations among teachers) and external social capital (relations between the principal and external stakeholders) predict student achievement in mathematics and reading. These effects were sustained over time for reading achievement, providing support for a causal relationship between social capital and performance. We provide evidence that social capital’s impact on student achievement in math—but not reading—is mediated by the quality of instruction provided by teachers. These results underscore the importance of context in studies of social capital.
Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
The aim of this study is to examine the impact of paternalist leadership behaviors on organizatio... more The aim of this study is to examine the impact of paternalist leadership behaviors on organizational citizenship behavior. The sample of the study consists of 535 healthcare professionals working in a private hospital in Istanbul. Correlation Analysis and Simple Linear Regression Analysis were used to examine the relationship between the measured variables. As a result of the research, it was found that paternalist leadership has a positive and moderate effect on organizational citizenship behavior (r = 0.427, p <0.01) and 18.3% of the changes in organizational citizenship behavior are explained by paternalist leadership. Our study shows that paternalistic leadership has a significant impact on the organizational citizenship behavior of health workers. By exhibiting paternalistic leadership behavior, health administrators can enable health workers to display more organizational citizenship behavior.
Artvin Çoruh Üniversitesi Uluslararası Sosyal Bilimler Dergisi, 2017
Bu araştırma, sağlık yöneticilerinin göstermiş olduğu paternalist liderlik davranışlarının, sağlı... more Bu araştırma, sağlık yöneticilerinin göstermiş olduğu paternalist liderlik davranışlarının, sağlık çalışanlarının iş doyumu üzerindeki etkisini incelemek amacı ile yapılmıştır ve ilişkisel tarama modelinde betimsel bir çalışmadır. Araştırma, Kastamonu, Çankırı ve Karabük illerinde bulunan kamu ve özel hastanelerde, Temmuz 2016-Mart 2017 tarihleri arasında yapılmıştır ve araştırmaya toplam 683 sağlık çalışanı katılmıştır. Araştırmaya katılanların %67,9'u kadın (kamu 329, özel 135), %32,1'i (kamu 152, özel 67) erkektir. Verilerin analizinde SPSS16 programı kullanılmıştır. Verilerin analizinde bağımsız örneklemler için t-testi, tek yönlü varyans analizi, pearson korelasyon analizi ve regresyon analizi kullanılmıştır. Yapılan korelasyon ve regresyon analizleri sonucuna göre paternalist liderliğin, iş doyumu üzerinde anlamlı ve yüksek düzeyde pozitif yönlü bir etkisi olduğu saptanmıştır (β=530, t=16,322, p<0,01).Bu araştırma, sağlık yöneticilerinin paternalist liderlik davranışları arttıkça, sağlık çalışanlarında iş doyumunun da arttığını ortaya koymuştur.
Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 2019
Bu araştırma, sağlık yöneticilerin paternalist liderlik davranışlarının, çalışanların örgütsel ad... more Bu araştırma, sağlık yöneticilerin paternalist liderlik davranışlarının, çalışanların örgütsel adalet algısı üzerindeki etkisini incelemek amacı ile yapılmıştır. Bu araştırmada, sağlık çalışanlarının sosyodemografik özelliklerini tespit etmek için Kişisel Bilgi Formu, paternalist liderlik algısını ölçmek için Pellegrini ve Scandura (2006) tarafından geliştirilen Paternalist Liderlik Ölçeği ve örgütsel adalet algısını ölçmek için Niehoff ve Moorman (1993) tarafından geliştirilen Örgütsel Adalet Ölçeği kullanılmıştır. Bu araştırmada Kastamonu, Çankırı ve Karabük illerinde bulunan kamu ve özel sektörde faaliyet gösteren dört hastane örneklem olarak seçilmiştir. Araştırma 2016-2017 yılları arasında 683 kişi üzerinde yapılmıştır. Paternalist liderliğin, örgütsel adalet algısı üzerine yüksek düzeyde ve pozitif yönlü anlamlı bir etkisi olduğu belirlenmiştir (r=659, t=22,865, p<0,01). Paternalist liderlik davranışı arttıkça, örgütsel adalet algısının da arttığı saptanmıştır. Tüm bu sonuç...
Hospitals, which know their strengths and weaknesses and their position in the market according t... more Hospitals, which know their strengths and weaknesses and their position in the market according to the competitors, can be the leaders in the competition. Given the assumption that the ultimate goal of business strategies is to maximize the market value, increasing the business performance and thus the market orientation constitutes the heart of the work carried out in the field of strategic management. The purpose of this study is to evaluate the strategic planning attitudes of health managers; this is in relation to the market orientation of the hospitals. The research data was collected through questionnaires distributed between January and March 2018 in Istanbul, in which 147 first line, middle and senior administrative managers and clinical managers working in private hospitals. As a result of analysis of the data it was observed that a significant positive correlation between Market Orientation and Strategic Planning Attitude. In addition, 16.2% of the variation in the Market ...
Journal of Healthcare Management and Leadership, 2020
Bu çalışmanın amacı, yerli ve yabancı literatürde sağlık sektöründe Servqual ölçeği kullanılarak ... more Bu çalışmanın amacı, yerli ve yabancı literatürde sağlık sektöründe Servqual ölçeği kullanılarak yapılan hizmet kalitesi ölçümleri ile ilgili seçilmiş araştırmaları sistematik bir şekilde değerlendirmektir. Araştırma verilerini, 2000-2018 yılları arasında sağlık sektöründe yapılmış rastgele seçilmiş 23 çalışma oluşturmaktadır. Araştırmanın kaynağını oluşturan çalışmalar, Kasım-Aralık 2018 tarihleri arasında Google Akademik, TR Dizin Tarama, Dergi Park, ResearchGate ve Academia’dan seçilmiştir. Araştırmada yerli ve yabancı literatürde sağlık sektöründen hizmet alan hastaların kalite algıları ile ilgili yapılmış çalışmalar amaç, hastane türü, boyut, hastaların hizmet alma şekli ve bulgular açısından değerlendirilmiştir. Araştırmada, yerli ve yabancı literatür incelendiğinde hastaların en az önem verdiği hizmet kalitesi boyutunun fiziksel özellikler olduğu tespit edilmiştir. Araştırmada, hastalar tarafından 2000-2007 yılları arasında sağlık kurumlarında en fazla önem verilen boyutlarda...
The European Proceedings of Social and Behavioural Sciences, 2019
This is an Open Access article distributed under the terms of the Creative Commons Attribution-No... more This is an Open Access article distributed under the terms of the Creative Commons Attribution-Noncommercial 4.0 Unported License, permitting all non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
In recent years, ethical issues that are confronted in the business world, and the distrust, inst... more In recent years, ethical issues that are confronted in the business world, and the distrust, instability, and loss of reputation that have emerged from these ethical issues have caused work ethics to gain importance. The principles of work ethics are being considered in decisions, attitudes, and behaviors, as well as in manufacturing and presenting products and services to enhance efficiency, profitability, and quality. Health sector, in which the focus is people and which deems the protection of human health as the most sacred duty, is one of the sectors that mostly need moral principles and rules. The aim of this study is to question the relationship between work ethics and institutional performance in health services. In the model of this study, work ethics was categorized into three aspects: ethical manner of managers, ethical manner of workers, and ethical manner of hospitals. Using questionnaires, the data were gathered from 207 people working in public hospitals in İstanbul. As a result, the positive relationship between these three aspects of work ethics and institutional performance is observed. The aspect that mostly affects the performance of hospitals is the institutional policies followed by the attitudes and behaviors of managers. The study found that the ethical attitudes and behaviors of doctors, nurses, and other medical staff have a clear but less impact on performance. These results indicate that the work ethics practices are important not only in terms of sentimental values, but also in terms of hospital performance and health service sustainability.
Customer satisfaction and loyalty are key issues for organizations in today's competitive market ... more Customer satisfaction and loyalty are key issues for organizations in today's competitive market place. Customer satisfaction index models are developed and put into practice as models to measure customer satisfaction at institutional, industrial and national basis. In this project, European Customer Satisfaction Model was taken as the reference and Turk Telekom Customer Satisfaction Model was acquired.
Tangible assets like land, machinery and equipment are crucial for an organization, while knowled... more Tangible assets like land, machinery and equipment are crucial for an organization, while knowledge and intellectual capital are considered to be t management aims at managing positive and negative critical knowledge functions in different kinds of operations, identifying new strategies and new products, augmenting human resource management, and accomplishing number of targeted objectives or goals. Knowledge management process consists of four sets. These are creation or generation, storage or retrieval, transfer or sharing, and utilization. The main purpose of this study is to examine how the activities of knowledge management process and the variables excluded from knowledge management process interact with each other and how they affect organization performance by using system dynamics model specific case of Turkish airline. This study indicates that the activities of knowledge management process have a positive relationship with each other. There is also a positive relationship between these activities and organization performance.
Total Quality Management & Business Excellence, 2010
The growth of the service sector in the US spawned a strong interest and growing body of literatu... more The growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring ...
Fuzzy Analytic Hierarchy Based Approach for Supplier Selection Selim Zaim Mehmet Sevkli Mehves Ta... more Fuzzy Analytic Hierarchy Based Approach for Supplier Selection Selim Zaim Mehmet Sevkli Mehves Tarim SUMMARY. For solving the problem of complex multi-criteria deci-sion-making for supplier selection the fuzzy analytic hierarchy process (FAHP) approach is proposed. ...
PurposeThe principal aim of this study is to determine the critical factors of market orientation... more PurposeThe principal aim of this study is to determine the critical factors of market orientation (MO) and to measure its effect on new service development (NSD) and financial performance of hospital industry in Turkey.Design/methodology/approachDrawing on a self‐administered questionnaire, the data were collected from a sample of privately‐held general hospitals within the city of Istanbul in Turkey. Based on theoretical considerations, a model was proposed to examine the interrelationships among MO, NSD‐performance and financial performance.FindingsData analysis reveals that while MO has a strong and positive effect on NSD‐performance, it has no significant effect on financial performance. Also a strong and positive relationship was noted between NSD‐performance and financial performance. Finally, the findings also provided evidence for the mediating role of NSD‐performance in the relationship between MO and financial performance in the hospital industry.Research limitations/impli...
Purpose – Are there cases or contexts where certain groups of customers who are expected to place... more Purpose – Are there cases or contexts where certain groups of customers who are expected to place a considerable emphasis and importance on the tangible qualities of services end up attributing a greater weight to the intangible qualities? This paper attempts to exemplify the existence of such cases, and explain why such cases are, at times, paradoxical in nature, and
The literature on quality contains numerous case studies of successful companies and de-scription... more The literature on quality contains numerous case studies of successful companies and de-scriptions of quality concepts and quality improvement programs. The purpose of this study is to determine the critical factors of total quality management in the healthcare sector and to measure the effect of critical factors of total quality management on business performance in small and medium size hospitals in Turkey. The instrument used in this study was developed to identify critical factors (areas) of total quality management in the hospital industry. The technique of canonical correlation analysis is employed to investigate this relationship. To measure the eight dimensions of total quality management, thirty items were measured by using a five point Likert scale, ranging from “very low” to “very high”. Performance of the hospital was measured using by subjective measures based on hospital administrators ’ perception of how their organization performed relative to the competition. Data a...
The Balanced Scorecard (BSC) is a performance management system that can be used in any size of o... more The Balanced Scorecard (BSC) is a performance management system that can be used in any size of organization. BSC provides a comprehensive framework for managerial system of organization to clarify their vision and strategy and translate them into action. In this framework, performance indicators consist of four perspectives; financial, customer, internel business process and learning and growth. BSC is applied in hospitals by management as a new performance and strategic management system. Yrd. Doc. Dr., Marmara Universitesi Saglik Egitim Fakultesi
Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die f... more Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die from breast cancer annually making it the most common type of cancer seen among women and the most common cancer overall in 76% of the world's countries. In Turkey, 22,345 women were diagnosed with, and 5,542 women died from breast cancer in 2018 (1, 2). It is estimated that the incidence rate will grow by more than 60% by 2040 which, adjusting for projected population growth in the year 2040, will result in over 35,000 breast cancer diagnoses and the deaths of over 8,500 women in Turkey (3, 4). Diagnosing breast cancer in the early stages can offer women more options for treatment and an increased
Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die f... more Around the world, more than 2 million women are diagnosed with, and more than 500,000 women die from breast cancer annually making it the most common type of cancer seen among women and the most common cancer overall in 76% of the world's countries. In Turkey, 22,345 women were diagnosed with, and 5,542 women died from breast cancer in 2018 (1, 2). It is estimated that the incidence rate will grow by more than 60% by 2040 which, adjusting for projected population growth in the year 2040, will result in over 35,000 breast cancer diagnoses and the deaths of over 8,500 women in Turkey (3, 4). Diagnosing breast cancer in the early stages can offer women more options for treatment and an increased
Objective: The aim of the study was to evaluate the relationship between quality of healthcare an... more Objective: The aim of the study was to evaluate the relationship between quality of healthcare and hospital information management system (HIMS) in the perspective of health professionals and patient registry officers in a private hospital. Material and Methods: In this cross-sectional study, 118 health professionals (75 nurses and 43 physicians) and 58 patient registry officers were selected from the same private hospital. Data was collected by two structured questionnaires. Results: “The electronic health record (EHR) provides an accurate summary view about the situation of patients” and “Nursing information is easily accessible and readable” in nurses, “The EHR provides me appropriate feedback about the tasks it performs” and “HIMS helps to monitor reception of orders and instructions I have given to the nursing staff” in physicians and “HIMS improves my productivity”, “HIMS improves patient safety” and “HIMS meets my operational needs” in patient registry officers’ group were fo...
In this paper we examine social capital and its relationship with performance at the organization... more In this paper we examine social capital and its relationship with performance at the organizational level. We predict that both internal and external social capital will have a positive effect on organizational performance. We test our hypotheses in 88 urban public schools where we collected data from principals, teachers, parents, and students. Results indicate that both internal social capital (relations among teachers) and external social capital (relations between the principal and external stakeholders) predict student achievement in mathematics and reading. These effects were sustained over time for reading achievement, providing support for a causal relationship between social capital and performance. We provide evidence that social capital’s impact on student achievement in math—but not reading—is mediated by the quality of instruction provided by teachers. These results underscore the importance of context in studies of social capital.
Mehmet Akif Ersoy Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
The aim of this study is to examine the impact of paternalist leadership behaviors on organizatio... more The aim of this study is to examine the impact of paternalist leadership behaviors on organizational citizenship behavior. The sample of the study consists of 535 healthcare professionals working in a private hospital in Istanbul. Correlation Analysis and Simple Linear Regression Analysis were used to examine the relationship between the measured variables. As a result of the research, it was found that paternalist leadership has a positive and moderate effect on organizational citizenship behavior (r = 0.427, p <0.01) and 18.3% of the changes in organizational citizenship behavior are explained by paternalist leadership. Our study shows that paternalistic leadership has a significant impact on the organizational citizenship behavior of health workers. By exhibiting paternalistic leadership behavior, health administrators can enable health workers to display more organizational citizenship behavior.
Artvin Çoruh Üniversitesi Uluslararası Sosyal Bilimler Dergisi, 2017
Bu araştırma, sağlık yöneticilerinin göstermiş olduğu paternalist liderlik davranışlarının, sağlı... more Bu araştırma, sağlık yöneticilerinin göstermiş olduğu paternalist liderlik davranışlarının, sağlık çalışanlarının iş doyumu üzerindeki etkisini incelemek amacı ile yapılmıştır ve ilişkisel tarama modelinde betimsel bir çalışmadır. Araştırma, Kastamonu, Çankırı ve Karabük illerinde bulunan kamu ve özel hastanelerde, Temmuz 2016-Mart 2017 tarihleri arasında yapılmıştır ve araştırmaya toplam 683 sağlık çalışanı katılmıştır. Araştırmaya katılanların %67,9'u kadın (kamu 329, özel 135), %32,1'i (kamu 152, özel 67) erkektir. Verilerin analizinde SPSS16 programı kullanılmıştır. Verilerin analizinde bağımsız örneklemler için t-testi, tek yönlü varyans analizi, pearson korelasyon analizi ve regresyon analizi kullanılmıştır. Yapılan korelasyon ve regresyon analizleri sonucuna göre paternalist liderliğin, iş doyumu üzerinde anlamlı ve yüksek düzeyde pozitif yönlü bir etkisi olduğu saptanmıştır (β=530, t=16,322, p<0,01).Bu araştırma, sağlık yöneticilerinin paternalist liderlik davranışları arttıkça, sağlık çalışanlarında iş doyumunun da arttığını ortaya koymuştur.
Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi, 2019
Bu araştırma, sağlık yöneticilerin paternalist liderlik davranışlarının, çalışanların örgütsel ad... more Bu araştırma, sağlık yöneticilerin paternalist liderlik davranışlarının, çalışanların örgütsel adalet algısı üzerindeki etkisini incelemek amacı ile yapılmıştır. Bu araştırmada, sağlık çalışanlarının sosyodemografik özelliklerini tespit etmek için Kişisel Bilgi Formu, paternalist liderlik algısını ölçmek için Pellegrini ve Scandura (2006) tarafından geliştirilen Paternalist Liderlik Ölçeği ve örgütsel adalet algısını ölçmek için Niehoff ve Moorman (1993) tarafından geliştirilen Örgütsel Adalet Ölçeği kullanılmıştır. Bu araştırmada Kastamonu, Çankırı ve Karabük illerinde bulunan kamu ve özel sektörde faaliyet gösteren dört hastane örneklem olarak seçilmiştir. Araştırma 2016-2017 yılları arasında 683 kişi üzerinde yapılmıştır. Paternalist liderliğin, örgütsel adalet algısı üzerine yüksek düzeyde ve pozitif yönlü anlamlı bir etkisi olduğu belirlenmiştir (r=659, t=22,865, p<0,01). Paternalist liderlik davranışı arttıkça, örgütsel adalet algısının da arttığı saptanmıştır. Tüm bu sonuç...
Hospitals, which know their strengths and weaknesses and their position in the market according t... more Hospitals, which know their strengths and weaknesses and their position in the market according to the competitors, can be the leaders in the competition. Given the assumption that the ultimate goal of business strategies is to maximize the market value, increasing the business performance and thus the market orientation constitutes the heart of the work carried out in the field of strategic management. The purpose of this study is to evaluate the strategic planning attitudes of health managers; this is in relation to the market orientation of the hospitals. The research data was collected through questionnaires distributed between January and March 2018 in Istanbul, in which 147 first line, middle and senior administrative managers and clinical managers working in private hospitals. As a result of analysis of the data it was observed that a significant positive correlation between Market Orientation and Strategic Planning Attitude. In addition, 16.2% of the variation in the Market ...
Journal of Healthcare Management and Leadership, 2020
Bu çalışmanın amacı, yerli ve yabancı literatürde sağlık sektöründe Servqual ölçeği kullanılarak ... more Bu çalışmanın amacı, yerli ve yabancı literatürde sağlık sektöründe Servqual ölçeği kullanılarak yapılan hizmet kalitesi ölçümleri ile ilgili seçilmiş araştırmaları sistematik bir şekilde değerlendirmektir. Araştırma verilerini, 2000-2018 yılları arasında sağlık sektöründe yapılmış rastgele seçilmiş 23 çalışma oluşturmaktadır. Araştırmanın kaynağını oluşturan çalışmalar, Kasım-Aralık 2018 tarihleri arasında Google Akademik, TR Dizin Tarama, Dergi Park, ResearchGate ve Academia’dan seçilmiştir. Araştırmada yerli ve yabancı literatürde sağlık sektöründen hizmet alan hastaların kalite algıları ile ilgili yapılmış çalışmalar amaç, hastane türü, boyut, hastaların hizmet alma şekli ve bulgular açısından değerlendirilmiştir. Araştırmada, yerli ve yabancı literatür incelendiğinde hastaların en az önem verdiği hizmet kalitesi boyutunun fiziksel özellikler olduğu tespit edilmiştir. Araştırmada, hastalar tarafından 2000-2007 yılları arasında sağlık kurumlarında en fazla önem verilen boyutlarda...
The European Proceedings of Social and Behavioural Sciences, 2019
This is an Open Access article distributed under the terms of the Creative Commons Attribution-No... more This is an Open Access article distributed under the terms of the Creative Commons Attribution-Noncommercial 4.0 Unported License, permitting all non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
In recent years, ethical issues that are confronted in the business world, and the distrust, inst... more In recent years, ethical issues that are confronted in the business world, and the distrust, instability, and loss of reputation that have emerged from these ethical issues have caused work ethics to gain importance. The principles of work ethics are being considered in decisions, attitudes, and behaviors, as well as in manufacturing and presenting products and services to enhance efficiency, profitability, and quality. Health sector, in which the focus is people and which deems the protection of human health as the most sacred duty, is one of the sectors that mostly need moral principles and rules. The aim of this study is to question the relationship between work ethics and institutional performance in health services. In the model of this study, work ethics was categorized into three aspects: ethical manner of managers, ethical manner of workers, and ethical manner of hospitals. Using questionnaires, the data were gathered from 207 people working in public hospitals in İstanbul. As a result, the positive relationship between these three aspects of work ethics and institutional performance is observed. The aspect that mostly affects the performance of hospitals is the institutional policies followed by the attitudes and behaviors of managers. The study found that the ethical attitudes and behaviors of doctors, nurses, and other medical staff have a clear but less impact on performance. These results indicate that the work ethics practices are important not only in terms of sentimental values, but also in terms of hospital performance and health service sustainability.
Customer satisfaction and loyalty are key issues for organizations in today's competitive market ... more Customer satisfaction and loyalty are key issues for organizations in today's competitive market place. Customer satisfaction index models are developed and put into practice as models to measure customer satisfaction at institutional, industrial and national basis. In this project, European Customer Satisfaction Model was taken as the reference and Turk Telekom Customer Satisfaction Model was acquired.
Tangible assets like land, machinery and equipment are crucial for an organization, while knowled... more Tangible assets like land, machinery and equipment are crucial for an organization, while knowledge and intellectual capital are considered to be t management aims at managing positive and negative critical knowledge functions in different kinds of operations, identifying new strategies and new products, augmenting human resource management, and accomplishing number of targeted objectives or goals. Knowledge management process consists of four sets. These are creation or generation, storage or retrieval, transfer or sharing, and utilization. The main purpose of this study is to examine how the activities of knowledge management process and the variables excluded from knowledge management process interact with each other and how they affect organization performance by using system dynamics model specific case of Turkish airline. This study indicates that the activities of knowledge management process have a positive relationship with each other. There is also a positive relationship between these activities and organization performance.
Total Quality Management & Business Excellence, 2010
The growth of the service sector in the US spawned a strong interest and growing body of literatu... more The growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring ...
Fuzzy Analytic Hierarchy Based Approach for Supplier Selection Selim Zaim Mehmet Sevkli Mehves Ta... more Fuzzy Analytic Hierarchy Based Approach for Supplier Selection Selim Zaim Mehmet Sevkli Mehves Tarim SUMMARY. For solving the problem of complex multi-criteria deci-sion-making for supplier selection the fuzzy analytic hierarchy process (FAHP) approach is proposed. ...
PurposeThe principal aim of this study is to determine the critical factors of market orientation... more PurposeThe principal aim of this study is to determine the critical factors of market orientation (MO) and to measure its effect on new service development (NSD) and financial performance of hospital industry in Turkey.Design/methodology/approachDrawing on a self‐administered questionnaire, the data were collected from a sample of privately‐held general hospitals within the city of Istanbul in Turkey. Based on theoretical considerations, a model was proposed to examine the interrelationships among MO, NSD‐performance and financial performance.FindingsData analysis reveals that while MO has a strong and positive effect on NSD‐performance, it has no significant effect on financial performance. Also a strong and positive relationship was noted between NSD‐performance and financial performance. Finally, the findings also provided evidence for the mediating role of NSD‐performance in the relationship between MO and financial performance in the hospital industry.Research limitations/impli...
Purpose – Are there cases or contexts where certain groups of customers who are expected to place... more Purpose – Are there cases or contexts where certain groups of customers who are expected to place a considerable emphasis and importance on the tangible qualities of services end up attributing a greater weight to the intangible qualities? This paper attempts to exemplify the existence of such cases, and explain why such cases are, at times, paradoxical in nature, and
The literature on quality contains numerous case studies of successful companies and de-scription... more The literature on quality contains numerous case studies of successful companies and de-scriptions of quality concepts and quality improvement programs. The purpose of this study is to determine the critical factors of total quality management in the healthcare sector and to measure the effect of critical factors of total quality management on business performance in small and medium size hospitals in Turkey. The instrument used in this study was developed to identify critical factors (areas) of total quality management in the hospital industry. The technique of canonical correlation analysis is employed to investigate this relationship. To measure the eight dimensions of total quality management, thirty items were measured by using a five point Likert scale, ranging from “very low” to “very high”. Performance of the hospital was measured using by subjective measures based on hospital administrators ’ perception of how their organization performed relative to the competition. Data a...
The Balanced Scorecard (BSC) is a performance management system that can be used in any size of o... more The Balanced Scorecard (BSC) is a performance management system that can be used in any size of organization. BSC provides a comprehensive framework for managerial system of organization to clarify their vision and strategy and translate them into action. In this framework, performance indicators consist of four perspectives; financial, customer, internel business process and learning and growth. BSC is applied in hospitals by management as a new performance and strategic management system. Yrd. Doc. Dr., Marmara Universitesi Saglik Egitim Fakultesi
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Papers by Mehves Tarim