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- Title
A RESEARCH ON EFFECTIVENESS OF SOCIAL MEDIA PRACTICES OF HOSPITALS' PUBLIC RELATIONS DEPARTMENTS IN TURKEY.
- Authors
SÜTÇÜ, Cem S.; ERDAL, Cengiz
- Abstract
The aim of this study is to reveal performance level of public relations departments at the hospitals in terms of customer satisfaction and effectiveness of social media practices in Turkey. Besides, this study is also supposed to exert how effective technological developments and new communication applications have been adapted to public relations practices by the health sector and how this adaptation perceived by target audiences. Therefore a research, which consists of two steps, has been carried out. In the first phase of the research a survey of 46 questions applied on randomly chosen 594 patients at 184 different hospitals from five big cities of Turkey, which are Istanbul, Ankara, Sakarya, Bursa and Izmit. Secondly, structured face to face interviews have been done with public relations specialists of these hospitals. We have found that patients' awareness about hospital web site and social media usage is low. They actually demand service quality and better CRM (Customer Relationship Management) in terms of face to face communication at hospitals.
- Subjects
TURKEY; PUBLIC relations research; SOCIAL media research; CUSTOMER satisfaction research; CUSTOMER relationship management; CITIES &; towns; HOSPITAL public relations
- Publication
University Faculty of Communication Journal / Istanbul Üniversitesi Iletisim Fakültesi Hakemli Dergisi, 2014, Issue 46, p83
- ISSN
1302-633X
- Publication type
Article