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Journals / Sigma Mühendislik ve Fen Bilimleri Dergisi / 2014 / Cilt: 32 - Sayı: 2

EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS

Muhammet GÜL
Ali Fuat GÜNERİ
Burcu DERİN
Pages
240–253
Publication Date
2014-06-01
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

In consequence of the study, the criteria are determined by taking into account patient requests and feedback and opinions of the hospital management.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Health care sector has an important role in service industry.
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Key Findings & Data:All kinds of negativity and dissatisfaction in this area affect not only companies but also has a major impact on public life.
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Conclusion & Impact:In consequence of the study, the criteria are determined by taking into account patient requests and feedback and opinions of the hospital management.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Service quality criteria · SERVQUAL · DEMATEL.

Abstract

Health care sector has an important role in service industry. All kinds of negativity and dissatisfaction in this area affect not only companies but also has a major impact on public life. It should be determined for hospital enterprises to provide a better service quality in which area they have deficiencies. The aim of this paper is to determine the difference between the expected and perceived service quality levels of patients and also to reveal the factors that lead to this difference. For this purpose, the expected and perceived service quality levels and difference between them are determined for a private medical centre in Istanbul via SERVQUAL (Service Quality) method. Then it is tried to determine on which criteria it will be focused in achieving the expected service quality level via DEMATEL (Decision Making Trial and Evaluation Laboratory) method. In consequence of the study, the criteria are determined by taking into account patient requests and feedback and opinions of the hospital management.

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Cite This Article

GÜL, M., GÜNERİ, A. F., DERİN, B. (2014). EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. Sigma Mühendislik ve Fen Bilimleri Dergisi, Cilt: 32 - Sayı: 2, 240–253. https://ajindex.com/articles/419442

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