THE EFFECTS OF BUSINESS EXCELLENCE TO INTERNAL AND EXTERNAL CUSTOMER OPINIONS IN HEALTHCARE

Aim: Hospitals can determine the strengths of organization and improvement strategies by implementing business excellence models to increase customer satisfaction. The aim study is evaluate effects dimensions on internal external opinions. Methods: universe public hospitals in İzmir urban area. Four included 488 healthcare workers agreed participate study. Survey was developed from Malcolm Baldrige National Excellence Award Healthcare Criteria. Findings: Factor analysis revealed six dimensions: strategic planning; workforce focus; process management; leadership; measurement, analysis, knowledge management. Correlation showed that have strong relations between each other According regression focus, management effect customer. Workforce leadership Conclusion : In order improve opinions organizations, hospital managerial teams focus processes workforce, give importance be more patient centered plan their according customers’ This helps hospitals, which areas should focused primarily when developing policies strategies; preparing plans for future developments.