Strategic analysis of healthcare service quality using fuzzy AHP methodology
被引:222
作者:
Buyukozkan, Gulcin
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机构:
Galatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, TurkeyGalatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, Turkey
Buyukozkan, Gulcin
[1
]
Cifci, Gizem
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机构:
Galatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, TurkeyGalatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, Turkey
Cifci, Gizem
[1
]
Guleryuz, Sezin
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机构:
Galatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, Turkey
Bartin Univ, Dept Ind Engn, TR-74100 Bartin, TurkeyGalatasaray Univ, Fac Engn & Technol, Dept Ind Engn, TR-34357 Istanbul, Turkey
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
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.
机构:Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
Bilsel, R. Ufuk
;
Buyukozkan, Gulcin
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Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USAPenn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
Buyukozkan, Gulcin
;
Ruan, Da
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机构:Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA
BROWN, TJ
;
CHURCHILL, GA
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机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA
CHURCHILL, GA
;
PETER, JP
论文数: 0引用数: 0
h-index: 0
机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA
机构:Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
Bilsel, R. Ufuk
;
Buyukozkan, Gulcin
论文数: 0引用数: 0
h-index: 0
机构:
Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USAPenn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
Buyukozkan, Gulcin
;
Ruan, Da
论文数: 0引用数: 0
h-index: 0
机构:Penn State Univ, Harold & Inge Marcus Dept Ind & Mfg Engn, University Pk, PA 16802 USA
机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA
BROWN, TJ
;
CHURCHILL, GA
论文数: 0引用数: 0
h-index: 0
机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA
CHURCHILL, GA
;
PETER, JP
论文数: 0引用数: 0
h-index: 0
机构:
UNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USAUNIV WISCONSIN, JAMES R MCMANUS BASCOM PROFESSOR MKT, MADISON, WI 53706 USA