Date of Award


Document Type

Open Access Dissertation


Health Services and Policy Management

First Advisor

M. Mahmud Khan


The World Health Organization (WHO) defines health system as comprising of all the organizations, resources, and institutions dedicated to improving health. Health systems have a responsibility not just to improve the health of the population they serve but to provide financial protection against the costs of illness and to respond to people’s expectation with dignity. Besides, healthcare satisfaction and consumer satisfaction have become the latest trend in measuring quality to have a competitive advantage or best practice in the healthcare industry. Over the past 30 years, consumer satisfaction has gained widespread recognition as a measure of quality in many services and become an attribute of quality, a legitimate and desired healthcare goal. The measurement of the quality of care gives information on the provider’s success at meeting patients’ values and expectations, which is an important tool for researchers, administrators, and planners to evaluate the system. The main objective of this study is to identify factors affecting patient satisfaction with the healthcare system as well as to examine the trends in patient satisfaction as a result of purposed major healthcare reforms under Turkish healthcare transformation. The quantitative analysis will also analyze the changes in patient satisfaction level by years and will try to find out how individual and country level factors are important for satisfaction with healthcare system of Turkey. This study will help to fill the gaps in our knowledge by examining factors that may be associated with patient satisfaction with the overall healthcare system. In this study, we would like to also investigate which factors play a role in determining patient vi satisfaction with the healthcare system. Based on these findings, healthcare providers and planners can focus to improve at least one component of health system performance responsiveness