HASTANELERİN AKREDİTASYON DURUMLARINA GÖRE SOSYAL MEDYA KULLANIMLARI VE MÜŞTERİ MEMNUNİYET DÜZEYLERİNİN KARŞILAŞTIRILMASI: TÜRKİYE ÖRNEĞİ
ACCORDING TO THE ACCREDITATION CIRCUMSTANCE, SOCIAL MEDIA USAGE AND COMPARISON OF CUSTOMER SATISFACTION LEVELS IN HOSPITALS: TURKEY CASE STUDY

Summary/Abstract: This research aims to analyse social media usage and customer satisfaction level, which was scaled by online application, of the JCI accreditation circumstances in the private hospitals, which has at least 2 chain hospitals and active in Turkish health system. The sample of the study, which each has at least two hospitals, and have a total of 188 hospitals and which also shows activity in Turkey in 2019, is composed of all 30 hospitals group. According to the results gotten from study, there are considerably differences in the hospitals, which have JCI certificates and those which have not, considering Facebook, Twitter, Instagram, YouTube and LinkedIn followers’ numbers and, other social media accounts sharing except for Instagram within 3 months and satisfaction levels. Accordingly, it is seen that the statistics of hospitals with JCI certificate are higher. It is stated that hospitals that give priority to customer satisfaction-oriented quality health service, should use social media accounts actively and also, it was thought that solution-oriented initiatives should be taken considering the complaints made over the internet.

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