MODERATOR EFFECT OF THE LEVEL OF CONFIDENCE ON THE EFFECT OF PATIENTS' NEED OF INFORMATION TO SATISFACTION AND LOYALTY (GAZİANTEP CASE)

Abstract

In this study, it is aimed to reveal the effect of patients 'need for information about health services and diseases on the level of satisfaction and loyalty from health services and the moderating effect of patients' level of trust on this effect. For this purpose, a questionnaire was applied to 851 patients receiving health services in selected public and private hospitals operating in Gaziantep Province, and the data obtained were analyzed using the statistical package program using frequency distribution, factor analysis, correlation and regression analysis. According to the analysis results; It has been determined that the information need of the patients is high. Most physicians and nurses are trusted. In addition, it is understood that the majority of the patients are satisfied with the health service they received and intend to choose and recommend the health institution again. In addition, it was determined that there is a significant negative relationship and effect between the patients' need for information and their level of satisfaction and loyalty. It has been determined that the level of trust of the patients has a moderating effect between the need for information and satisfaction, and the need for information and loyalty, and this negative effect has been eliminated by the moderating effect