Procjena kvalitete zdravstvenih usluga medicinsko-biokemijskog laboratorija

master's thesis

• Title: Procjena kvalitete zdravstvenih usluga medicinsko-biokemijskog laboratorija : perspektiva milenijalaca u Specijalnoj bolnici za medicinsku rehabilitaciju Krapinske Toplice
• Title (english): Assessment of the Quality of Healthcare Services in a Medical Biochemistry Laboratory : The Perspective of Millennials at the Special Hospital for Medical Rehabilitation Krapinske Toplice
• Author: Nikolina Čaržavec
• Mentor: Đurđana Ozretić Došen (mentor)
• Committee member: Vatroslav Škare (član povjerenstva)
• Committee member: Tanja Komarac (član povjerenstva)
• Committee member: Đurđana Ozretić Došen (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2024-09-19, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Rad istražuje kvalitetu zdravstvenih usluga koje pruža medicinsko-biokemijski laboratorij u Specijalnoj bolnici za medicinsku rehabilitaciju Krapinske Toplice, s fokusom na percepciju milenijalaca. Primjenom SERVPERF instrumenta, ispitani su stavovi 100 korisnika o ključnim dimenzijama percipirane kvalitete, uključujući brzinu usluge, stručnost osoblja te dostupnost i infrastrukturu. Rezultati istraživanja pokazuju visoku razinu zadovoljstva u područjima poput brzine pružanja usluga i profesionalnosti laboratorijskog osoblja, dok su identificirana područja za poboljšanje u segmentima dostupnosti osoblja i uvjeta za prikupljanje uzoraka. Specifične potrebe milenijalaca u zdravstvenom sustavu istaknute su kao ključni čimbenik u prilagodbi i unapređenju laboratorijskih usluga. Nalazi istraživanja sugeriraju potrebu za daljnjim ulaganjima u fizičke i ljudske resurse radi osiguravanja visoke kvalitete i zadovoljstva pacijenata, kao i uvođenje inovacija koje bi poboljšale iskustvo korisnika u zdravstvu.

Abstract (english)

This paper explores the quality of healthcare services provided by the medical biochemistry laboratory at the Special Hospital for Medical Rehabilitation Krapinske Toplice, with a focus on the perception of millennials. Using the SERVPERF instrument, the views of 100 users were examined regarding key dimensions of perceived quality, including service speed, staff expertise, availability, and infrastructure. The research results show a high level of satisfaction in areas such as service speed and staff professionalism, while areas for improvement were identified in the availability of staff and sample collection conditions. The specific needs of millennials in the healthcare system were highlighted as a crucial factor for adapting and enhancing laboratory services. The findings suggest the need for further investment in physical and human resources to ensure high-quality services and patient satisfaction, as well as the introduction of innovations to improve the overall user experience in healthcare.

• Keywords: procjena kvalitete zdravstvenih usluga; medicinsko-biokemijski laboratorij; generacijska kohorta milenijalaca
• Keywords (english): assessment of the quality of healthcare services; medical biochemistry laboratory; generational cohort of millennials
• Language: croatian
• URN:NBN: urn:nbn:hr:148:455870
• Study programme: Title: Business economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-09-19 15:27:45