Povezanost repova čekanja s kvalitetom usluga u zdravstvu

master's thesis

• Title (english): Relationship between waiting queues and service quality in healthcare
• Author: Petra Šušnjar
• Mentor: Jasna Prester (mentor); MBZ: 256870
• Committee member: Tomislav Hernaus (predsjednik povjerenstva)
• Committee member: Ana Aleksić (član povjerenstva)
• Committee member: Jasna Prester (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2020-06-16, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Dugi repovi čekanja smetnja su uspješnom poslovanju uslužnih poduzeća jer imaju velik utjecaj na iskustvo korisnika te njihovo zadovoljstvo konačnom uslugom. Osim što uzrokuju probleme operativne prirode, izazivaju i povećanje ekonosmkih troškova kako za korisnike tako i za poduzeće. Samim time uslužna poduzeća imaju i manje sredstava na raspolaganju za ulaganje u kvalitetu usluga koje nude što dovodi do nezadovoljstva korisnika te u konačnici lošijeg poslovanja i gubitaka. Ta je problematika posebno izražena u zdravstvenom sustavu gdje se radi o naročito osjetljivoj skupini korisnika te stoga iziskuje da joj se posveti znatno više pozornosti. Cilj rada bio je istražiti u kojoj mjeri korisnici zdravstvenih usluga povezuju kvalitetu istih sa repovima i listama čekanja te pronaći orijentacijske točke za njihovo eventualno unaprjeđenje. U ovom radu, kroz teorijski dio, pretragom relevantne literature detaljno je opisana problematika repova čekanja, važnost upravljanja kvalitetom usluge te kontinuiranog unaprjeđivanja operativnih sustava uslužnih poduzeća. Empirijsko istraživanje provedeno je metodom online anketnog upitnika, kojim se kroz niz pitanja nastoji detektirati stupanj osjetljivosti ispitanika na razne situacije i probleme dugog čekanja u zdravstvu. Dobiveni rezultati ukazat će da unatoč svjesnosti korisnika o brojnim nedostacima zdravstvenog sustava, njihovo povjerenje u kvalitetu istog ne može biti lako narušeno.

Abstract (english)

Long waiting queues are distraction to successful business management for their big influence on users' experience and their satisfaction with the service. Beside from causing operative problems, they tend to increase economic costs for business and also for it's customers. Thereby, service companies have less resources to invest in the service quality which leads to dissatisfied customers and ultimately to bad business and losses. Those issues can especially be seen in healthcare system due to particularly sensitive users group and therefore it is worth of paying more attention to it. The purpose of this paper is not only to determine to what extent healthcare users link the healthcare services quality with long waiting queues and lists but also to find landmarks for their possible improvements. Through the theoretical approach, there are at large described the issues of waiting queues, the importance of service quality management and also the importance of continuous operative system improvements of such service companies. The empirical research was conducted by the online survey questionnaire method which seeks to determine to what extent are respondents sensitive to the healthcare waiting queues and lists. Given results indicate that despite of respondents' awareness of numerous shortcomings their reliance in quality can't be easily violated.

• Keywords: repovi čekanja; kvaliteta usluga; zdravstveni sustav; zadovoljstvo korisnika
• Keywords (english): waiting queues; service quality; healthcare system; customers' satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:098373
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2020-06-18 09:18:48