EFFECTS OF CUSTOMER SATISFACTION ON HOSPITAL REVENUE IN HEALTH INSTITUTIONS

Abstract

The number of hospitals has increased especially after the reformation in health program and it has taken the competition in the sector at a high level. In this new competitive environment, it is important for hospitals to have many critical resources, such as new bio-technological devices, new medicines and medical supplies, and qualified personnel, that will require financial resources to effectively compete with their competitors. Another important point is that the proliferation of alternatives and the expectation of high quality health care services have led customers to leave the hospitals that they are not satisfied with which results as loss of revenue. In this context, the aim of this study is to theoretically reveal the role of customer satisfaction in hospital revenues