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DETERMINATION OF PRIORITIES OF SERVQUAL DIMENSIONS IN HOSPITAL SERVICE QUALITY

Year 2017, ICMEB17 Özel Sayısı, 607 - 616, 01.12.2017

Abstract

The volume of the healthcare industry and healthcare services received by individuals who use this service, increases in importance of the pursuit of quality. The aim of this study is to determine the priorities of the SERVQUAL dimensions of healthcare services and to present the findings to researchers, academics, and decision-makers. Pair-compared questionnaire of SERVQUAL dimensions was applied to the research hospital patients of Bülent Ecevit University; and priorities and priority series of dimensions are produced via AHP method and evaluated. It is observed that the most important dimensions in healthcare service quality are "Reliability" and "Assurance", having 56.59% priorities totally, and then "Responsiveness" having the lowest priority of 11.81%. In our study, the AHP method was proposed for the calculation of healthcare service quality and it is decided that the produced priority series are useful for variety of statistical hypothesis testing

References

  • Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey, Total Quality Management & Business Excellence, 23(11-12), 1379-1395.
  • Amole, B. B., Oyatoye, E. O., & Kuye, S. I. (2016). Determinants of patient’s satisfaction on service quality dimensions in the Nigeria teaching hospitals. Zeszyty Naukowe. Organizacja i Zarządzanie/Politechnika Śląska, (87), 9-33.
  • Büyüközkan, G., Çifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8); 9407-9424.
  • Cronin, Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal Of Marketing, 56(3), 55-68.
  • Çavuş, M. F., & Gemici, E. (2013). Sağlık sektöründe toplam kalite yönetimi. Akademik Sosyal Araştırmalar Dergisi, 1(1), 238-257.
  • Demirbilek, S., & Çolak, M. (2008). Sağlık hizmetlerinde kalite: Manisa ili örneği, Sosyal Bilimler Enstitüsü Dergisi, 2, 91-111.
  • Dodd, F. J., Donegan, H. A., & McMaster, T. B. M. (1993). A statistical approach to consistency in AHP. Mathl. Comput. Modelling, 18(6), 19-22.
  • Gopalan, R. S., & Satpathy, B. (2015). Evaluation of retail service quality–a fuzzy AHP approach, Benchmarking: An International Journal, 22(6), 1058-1080.
  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketting, 18(4), 36-44.
  • Hamzaçebi, C., & Pekkaya, M. (2011). Determining of stock investments with grey relational Analysis. Expert Systems with Applications, 38(8), 9186–9195.
  • Isik, O., Tengilimoglu, D., & Akbolat, M. (2011). Measuring health care quality with the SERVQUAL method: a comparison in public and private hospitals. Healthmed, 5(6), 1921-1930.
  • Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 14, 161-169.
  • Kuruüzüm, A., & Atsan, N. (2001). Analitik hiyerarşi yöntemi ve işletmecilik alanında uygulamaları. Akdeniz İİBF Dergisi, 1, 83-105.
  • Ladhari, R. (2009), A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198.
  • Lin, D. J., Sheu,, I. C., Pai, J. Y., Bair, A., Hung, C. Y. Yeh, Y. H., & Chou, M. J. (2009). Measuring patient's expectation and the perception of quality in LASIK services. Health And Quality Of Life Outcomes, 7(63), 1-8.
  • Moekoe, D. A. L., & Utomo, W. H. (2013). Travel agent company using Servqual and Shp method. Asian Journal of Information Technology, 12(3); 99-103.
  • Oyatoye, E. O., Amole, B. B., & Adebiyi, S. O. (2016). Patients’ perception of quality service delivery of public hospitals in Nigeria using analytical hierarchy process. Journal of Health Management and Informatics, 3(3), 66-73.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. J. of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml V. A., & Berry, L. L. (1988). Servqual; a multiple-item scale for measuring customer perceptions qf service quality. Journal of Retailing, 64(1), 12-40.
  • Pekkaya, M., & Akıllı, F. (2013). Hava yolu hizmet kalitesinin SERVPERF-SERVQUAL ölçeği ile değerlendirmesi ve istatistiksel analizi. AİBÜ İİBF Ekonomik ve Sosyal Araştırmalar Dergisi, 9(1), 75-96.
  • Pekkaya, M., & Aktogan, M. (2014). Dizüstü bilgisayar seçimi: DEA, TOPSIS ve VIKOR ile Karşılaştırmalı Bir Analiz. Ekonomik ve Sosyal Araştırmalar Dergisi, 10(1), 157-178.
  • Pekkaya, M., & Başaran, S. (2011). Konaklama işletmeleri hizmet kalitesi boyutları önem derecelerinin AHP ile belirlenmesi ve işletmelerin hizmet kalitesine göre TOPSIS ile sıralanması. Mali Ufuklar, 5(15), 111–136.
  • Pekkaya, M., & Çolak, N. (2013). Üniversite öğrencilerinin meslek seçimini etkileyen faktörlerin önem derecelerinin AHP ile belirlenmesi. The Journal of Academic Social Science Studies, 6(2), 797‐818.
  • Pekkaya, M., & Zilifli, V. (2016). Bankaların ticari kredi değerlendirme aşamasında dikkate aldıkları kriterlerin önem derecelerinin belirlenmesi. International Journal of Management Economics and Business, 3. ICAFR Special I., 201-210.
  • Pekkaya, M. (2016). Hizmet Kalite Standartları Temelli, Hastanelerin ÇKKV ile Değerlendirilmesi. ISEOS 2016 Proceedings, 974-982.
  • Pekkaya, M., & Erol-Demir, F. (2016). Determining the priorities of criteria in assessing the bankruptcy risk of the banks via AHP, International Journal of Management Economics and Business, 3. ICAFR Special Issue, 40-45.
  • Pekkaya, M., İmamoğlu, Ö. P., & Koca, H. (2017). Evaluation of healthcare service quality via Servqual scale: An application 10.1080/20479700.2017.1389474. hospital. International Journal of Healthcare Management, Doi
  • Purcărea, V. L., Gheorghe, I. R., & Petrescu, C. M. (2013). The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale, Procedia Economics and Finance, 6, 573- 585.
  • Rezaei, S., Matin, B. K., Moradi, K., Bijan, B., Fallahi, M., Shokati, B., & Saeidi, H. (2016). Measurement of quality of educational hospital services by the SERVQUAL model: the Iranian patients’ perspective. Electronic Physician, 8(3), 2101-2106.
  • Roohi, G., Asayesh, H., Abdollahi, A. A., & Abbasi, A. (2011). Evaluation of clients’ expectations and perception gap regarding the quality of primary healthcare service in healthcare centers of Gorgan. Journal Of Jahrom University of Medical Sciences, 9(3). 39-44.
  • Saaty, T. L., & Vargas, L. G. (2006). Decision making with analytic network process. New York:Springer.
  • Singh, A. K. (2016). Competitive service quality benchmarking in airline industry using AHP. Benchmarking: An International Journal, 23(4), 768-791.
  • Tapan, B., Çapraz, N., & Kanar D. S. (2016). Sağlık hizmetlerinde kalite yönetimi, http://acikerisim.istanbulbilim.edu.tr. Erişim Tarihi: 25.05.2016.
  • Yıldız, S., & Yıldız E. (2015). Service quality evaluation of restaurants using the AHP and TOPSIS method. Journal of Social and Administrative Sciences, 2(2), 53-61.
  • Ek 1: Anket Değerlendirmesine Dâhil olan Hastaların Dağılımı Cinsiyet Erkek Kadın Toplam 626 100,0 7-9 10+ Toplam 624 99,7 Polis-Asker
  • Brokrat-yönetici Öğretmen Ev hanımı Öğrenci Diğer Toplam 44 76 163 24 13 11 30 111 53 100 625 99,8 Toplam 622 100,0 Total 625 99,8 Yaş 0-19 20-29 30-39 40-49 50-59 60+ Toplam 626 Toplam % 48,6 6,9 12,6 20,8 ,8 Toplam 52 605 96,6 7,0 3,8 100,0 65 626 100,0

HASTANE HİZMET KALİTESİNDE SERVQUAL BOYUTLARININ ÖNEM DERECELERİNİN BELİRLENMESİ

Year 2017, ICMEB17 Özel Sayısı, 607 - 616, 01.12.2017

Abstract

Sağlık sektörünün büyüklüğü ve sağlık hizmetlerinden yararlanan kişilerin aldığı hizmette kalite arayışı her geçen gün önemini artırmaktadır. Çalışmamızın amacı, sağlık hizmetleri sunum kalitesinde dikkate alınan SERVQUAL boyutlarının önem derecelerini belirlemek ve bulguları araştırmacı, akademisyen, karar vericilere sunmaktır. Bülent Ecevit Üniversitesi’nin araştırma hastanesi hastalarına SERVQUAL boyutları ikili karşılaştırma anketi uygulanmış, AHP yöntemiyle boyutların ağırlıkları ile ağırlık serileri üretilmiş ve değerlendirilmiştir. En önemli boyutlar “Güvenilirlik” ve “Güvence” alarak toplamda %56,59 öneme sahipken, “Heveslilik” boyutunun %11,81’lik en düşük öneme sahip olduğu gözlenmiştir. Çalışmamızda, sağlık hizmet kalitesi önem derecelerin hesaplamalarında AHP yöntemi önerilmiş, üretilen ağırlık serilerinin çeşitli istatistiksel hipotez testlerinde kullanışlı olduğuna karar verilmiştir.

References

  • Altuntas, S., Dereli, T., & Yilmaz, M. K. (2012). Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: A case study from Turkey, Total Quality Management & Business Excellence, 23(11-12), 1379-1395.
  • Amole, B. B., Oyatoye, E. O., & Kuye, S. I. (2016). Determinants of patient’s satisfaction on service quality dimensions in the Nigeria teaching hospitals. Zeszyty Naukowe. Organizacja i Zarządzanie/Politechnika Śląska, (87), 9-33.
  • Büyüközkan, G., Çifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8); 9407-9424.
  • Cronin, Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal Of Marketing, 56(3), 55-68.
  • Çavuş, M. F., & Gemici, E. (2013). Sağlık sektöründe toplam kalite yönetimi. Akademik Sosyal Araştırmalar Dergisi, 1(1), 238-257.
  • Demirbilek, S., & Çolak, M. (2008). Sağlık hizmetlerinde kalite: Manisa ili örneği, Sosyal Bilimler Enstitüsü Dergisi, 2, 91-111.
  • Dodd, F. J., Donegan, H. A., & McMaster, T. B. M. (1993). A statistical approach to consistency in AHP. Mathl. Comput. Modelling, 18(6), 19-22.
  • Gopalan, R. S., & Satpathy, B. (2015). Evaluation of retail service quality–a fuzzy AHP approach, Benchmarking: An International Journal, 22(6), 1058-1080.
  • Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketting, 18(4), 36-44.
  • Hamzaçebi, C., & Pekkaya, M. (2011). Determining of stock investments with grey relational Analysis. Expert Systems with Applications, 38(8), 9186–9195.
  • Isik, O., Tengilimoglu, D., & Akbolat, M. (2011). Measuring health care quality with the SERVQUAL method: a comparison in public and private hospitals. Healthmed, 5(6), 1921-1930.
  • Kitapci, O., Akdogan, C., & Dortyol, I. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 14, 161-169.
  • Kuruüzüm, A., & Atsan, N. (2001). Analitik hiyerarşi yöntemi ve işletmecilik alanında uygulamaları. Akdeniz İİBF Dergisi, 1, 83-105.
  • Ladhari, R. (2009), A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198.
  • Lin, D. J., Sheu,, I. C., Pai, J. Y., Bair, A., Hung, C. Y. Yeh, Y. H., & Chou, M. J. (2009). Measuring patient's expectation and the perception of quality in LASIK services. Health And Quality Of Life Outcomes, 7(63), 1-8.
  • Moekoe, D. A. L., & Utomo, W. H. (2013). Travel agent company using Servqual and Shp method. Asian Journal of Information Technology, 12(3); 99-103.
  • Oyatoye, E. O., Amole, B. B., & Adebiyi, S. O. (2016). Patients’ perception of quality service delivery of public hospitals in Nigeria using analytical hierarchy process. Journal of Health Management and Informatics, 3(3), 66-73.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. J. of Marketing, 49(4), 41-50.
  • Parasuraman, A., Zeithaml V. A., & Berry, L. L. (1988). Servqual; a multiple-item scale for measuring customer perceptions qf service quality. Journal of Retailing, 64(1), 12-40.
  • Pekkaya, M., & Akıllı, F. (2013). Hava yolu hizmet kalitesinin SERVPERF-SERVQUAL ölçeği ile değerlendirmesi ve istatistiksel analizi. AİBÜ İİBF Ekonomik ve Sosyal Araştırmalar Dergisi, 9(1), 75-96.
  • Pekkaya, M., & Aktogan, M. (2014). Dizüstü bilgisayar seçimi: DEA, TOPSIS ve VIKOR ile Karşılaştırmalı Bir Analiz. Ekonomik ve Sosyal Araştırmalar Dergisi, 10(1), 157-178.
  • Pekkaya, M., & Başaran, S. (2011). Konaklama işletmeleri hizmet kalitesi boyutları önem derecelerinin AHP ile belirlenmesi ve işletmelerin hizmet kalitesine göre TOPSIS ile sıralanması. Mali Ufuklar, 5(15), 111–136.
  • Pekkaya, M., & Çolak, N. (2013). Üniversite öğrencilerinin meslek seçimini etkileyen faktörlerin önem derecelerinin AHP ile belirlenmesi. The Journal of Academic Social Science Studies, 6(2), 797‐818.
  • Pekkaya, M., & Zilifli, V. (2016). Bankaların ticari kredi değerlendirme aşamasında dikkate aldıkları kriterlerin önem derecelerinin belirlenmesi. International Journal of Management Economics and Business, 3. ICAFR Special I., 201-210.
  • Pekkaya, M. (2016). Hizmet Kalite Standartları Temelli, Hastanelerin ÇKKV ile Değerlendirilmesi. ISEOS 2016 Proceedings, 974-982.
  • Pekkaya, M., & Erol-Demir, F. (2016). Determining the priorities of criteria in assessing the bankruptcy risk of the banks via AHP, International Journal of Management Economics and Business, 3. ICAFR Special Issue, 40-45.
  • Pekkaya, M., İmamoğlu, Ö. P., & Koca, H. (2017). Evaluation of healthcare service quality via Servqual scale: An application 10.1080/20479700.2017.1389474. hospital. International Journal of Healthcare Management, Doi
  • Purcărea, V. L., Gheorghe, I. R., & Petrescu, C. M. (2013). The assessment of perceived service quality of public health care services in Romania using the SERVQUAL scale, Procedia Economics and Finance, 6, 573- 585.
  • Rezaei, S., Matin, B. K., Moradi, K., Bijan, B., Fallahi, M., Shokati, B., & Saeidi, H. (2016). Measurement of quality of educational hospital services by the SERVQUAL model: the Iranian patients’ perspective. Electronic Physician, 8(3), 2101-2106.
  • Roohi, G., Asayesh, H., Abdollahi, A. A., & Abbasi, A. (2011). Evaluation of clients’ expectations and perception gap regarding the quality of primary healthcare service in healthcare centers of Gorgan. Journal Of Jahrom University of Medical Sciences, 9(3). 39-44.
  • Saaty, T. L., & Vargas, L. G. (2006). Decision making with analytic network process. New York:Springer.
  • Singh, A. K. (2016). Competitive service quality benchmarking in airline industry using AHP. Benchmarking: An International Journal, 23(4), 768-791.
  • Tapan, B., Çapraz, N., & Kanar D. S. (2016). Sağlık hizmetlerinde kalite yönetimi, http://acikerisim.istanbulbilim.edu.tr. Erişim Tarihi: 25.05.2016.
  • Yıldız, S., & Yıldız E. (2015). Service quality evaluation of restaurants using the AHP and TOPSIS method. Journal of Social and Administrative Sciences, 2(2), 53-61.
  • Ek 1: Anket Değerlendirmesine Dâhil olan Hastaların Dağılımı Cinsiyet Erkek Kadın Toplam 626 100,0 7-9 10+ Toplam 624 99,7 Polis-Asker
  • Brokrat-yönetici Öğretmen Ev hanımı Öğrenci Diğer Toplam 44 76 163 24 13 11 30 111 53 100 625 99,8 Toplam 622 100,0 Total 625 99,8 Yaş 0-19 20-29 30-39 40-49 50-59 60+ Toplam 626 Toplam % 48,6 6,9 12,6 20,8 ,8 Toplam 52 605 96,6 7,0 3,8 100,0 65 626 100,0
There are 36 citations in total.

Details

Primary Language Turkish
Subjects Business Administration
Journal Section Research Article
Authors

Mehmet Pekkaya This is me

Öznur Pulat İmamoğlu This is me

Publication Date December 1, 2017
Submission Date November 22, 2017
Published in Issue Year 2017 ICMEB17 Özel Sayısı

Cite

APA Pekkaya, M., & İmamoğlu, Ö. P. (2017). HASTANE HİZMET KALİTESİNDE SERVQUAL BOYUTLARININ ÖNEM DERECELERİNİN BELİRLENMESİ. Uluslararası Yönetim İktisat Ve İşletme Dergisi, 13(13), 607-616.