Strategic analysis of healthcare service quality using fuzzy AHP methodology

BÜYÜKÖZKAN FEYZİOĞLU G., Cifci G., Guleryuz S.

EXPERT SYSTEMS WITH APPLICATIONS, cilt.38, sa.8, ss.9407-9424, 2011 (SCI-Expanded) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 38 Sayı: 8
  • Basım Tarihi: 2011
  • Doi Numarası: 10.1016/j.eswa.2011.01.103
  • Dergi Adı: EXPERT SYSTEMS WITH APPLICATIONS
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Sayfa Sayıları: ss.9407-9424
  • Anahtar Kelimeler: Service quality, SERVQUAL, Healthcare quality, Fuzzy AHP, MULTIPLE-ITEM SCALE, DECISION-MAKING, WEB QUALITY, PATIENT SATISFACTION, MODEL, PERCEPTIONS, IMPACT, TOOL, PERFORMANCE, DIMENSIONS
  • Galatasaray Üniversitesi Adresli: Evet

Özet

Managers in the service sector are under pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. It is essential that customer expectations are properly understood and measured under the constraints that organizations must manage. The majority of the work to date has attempted to use the SERVQUAL (service quality) methodology in an effort to measure service quality. In this study, firstly the concept and factors of service quality are examined. Then a fuzzy AHP (analytic hierarchy process) is structured to evaluate the proposed service quality framework. A case study in healthcare sector in Turkey is presented to clarify the methodology. (C) 2011 Elsevier Ltd. All rights reserved.