QUALITY OF SERVICES AS A PRECONDITION FOR USER SATISFACTION OF JU DOM ZDRAVLJA ZENICA
QUALITY OF SERVICES AS A PRECONDITION FOR USER SATISFACTION OF JU DOM ZDRAVLJA ZENICA

Summary/Abstract: Improving the quality of healthcare in most countries is a major goal of health system reform and service delivery. All countries face challenges in seeking to ensure access, equity, security and user participation within available resources, and to develop evidence-based skills, technology and medicine. Quality is an essential and necessary component of healthcare and a feature of every activity we carry out in health and medicine. The subject of this paper is the research of theoretical, methodological and empirical characteristics of the quality concept in case of health services in the function of improving user satisfaction. The main goal of this research is to determine the importance of the perceived level of health services quality and the impact of expectations on the level of perceived quality in relation to the quality dimensions in the context of satisfaction of healthcare users of public institution JU Dom zdravlja Zenica. Data collection was performed on the basis of a controlled random sample, with 30 questionnaires adequately completed. The results of the research confirmed the central hypothesis, that there is a statistically significant difference between expectations and perceptions of service quality according to issues and dimensions that affect the satisfaction of healthcare users. Revising this topic imposes the need for public institution JU Dom zdravlja Zenica to constantly think about continuous improvement of the quality of health services in order to achieve user satisfaction.

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