Strategic analysis of healthcare service quality using fuzzy AHP methodology

被引:222
作者
Buyukozkan, Gulcin [1 ]
Cifci, Gizem [1 ]
Guleryuz, Sezin [1 ,2 ]
机构
[1] Galatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, Turkey
[2] Bartin Univ, Dept Ind Engn, TR-74100 Bartin, Turkey
关键词
Service quality; SERVQUAL; Healthcare quality; Fuzzy AHP; MULTIPLE-ITEM SCALE; DECISION-MAKING; WEB QUALITY; PATIENT SATISFACTION; MODEL; PERCEPTIONS; IMPACT; TOOL; PERFORMANCE; DIMENSIONS;
D O I
10.1016/j.eswa.2011.01.103
中图分类号
TP18 [人工智能理论];
学科分类号
081104 ; 0812 ; 0835 ; 1405 ;
摘要
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.
引用
收藏
页码:9407 / 9424
页数:18
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