Journal ArticleDOI
Strategic analysis of healthcare service quality using fuzzy AHP methodology
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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.Abstract:
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.read more
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References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...
Journal ArticleDOI
Measuring service quality: a reexamination and extension
TL;DR: In this paper, the authors investigate the conceptualization and measurement of service quality and the relationships between service quality, consumer satisfaction, and purchase intentions, and investigate the relationship between the two factors.
Book
Multiple Attribute Decision Making: Methods and Applications
TL;DR: In this paper, the authors present a classification of MADM methods by data type and propose a ranking method based on the degree of similarity of the MADM method to the original MADM algorithm.
Book
Fuzzy Set Theory - and Its Applications
TL;DR: The book updates the research agenda with chapters on possibility theory, fuzzy logic and approximate reasoning, expert systems, fuzzy control, fuzzy data analysis, decision making and fuzzy set models in operations research.