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

Muhammet Gül; Ali Fuat Güneri; Burcu Derin

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

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.

Keywords

References

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Details

Primary Language

English

Subjects

-

Journal Section

Research Article

Authors

Muhammet Gül This is me
Türkiye

Ali Fuat Güneri This is me
Türkiye

Burcu Derin This is me
Türkiye

Publication Date

June 1, 2014

Submission Date

December 10, 2013

Acceptance Date

April 6, 2014

Published in Issue

Year 2014 Volume: 32 Number: 2

IZ

https://izlik.org/JA98GG72HK

Cite

RIS / Bibtex

APA

Gül, M., Güneri, A. F., & Derin, B. (2014). EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. Sigma Journal of Engineering and Natural Sciences, 32(2), 240-253. https://izlik.org/JA98GG72HK

AMA

1.Gül M, Güneri AF, Derin B. EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. SIGMA. 2014;32(2):240-253. https://izlik.org/JA98GG72HK

Chicago

Gül, Muhammet, Ali Fuat Güneri, and Burcu Derin. 2014. “EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS”. Sigma Journal of Engineering and Natural Sciences 32 (2): 240-53. https://izlik.org/JA98GG72HK.

EndNote

Gül M, Güneri AF, Derin B (June 1, 2014) EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. Sigma Journal of Engineering and Natural Sciences 32 2 240–253.

IEEE

[1]M. Gül, A. F. Güneri, and B. Derin, “EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS”, SIGMA, vol. 32, no. 2, pp. 240–253, June 2014, [Online]. Available: https://izlik.org/JA98GG72HK

ISNAD

Gül, Muhammet - Güneri, Ali Fuat - Derin, Burcu. “EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS”. Sigma Journal of Engineering and Natural Sciences 32/2 (June 1, 2014): 240-253. https://izlik.org/JA98GG72HK.

JAMA

1.Gül M, Güneri AF, Derin B. EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. SIGMA. 2014;32:240–253.

MLA

Gül, Muhammet, et al. “EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS”. Sigma Journal of Engineering and Natural Sciences, vol. 32, no. 2, June 2014, pp. 240-53, https://izlik.org/JA98GG72HK.

Vancouver

1.Muhammet Gül, Ali Fuat Güneri, Burcu Derin. EVALUATION OF SERVICE QUALITY CRITERIA FOR A PRIVATE MEDICAL CENTER BY USING SERVQUAL AND DEMATEL METHODS. SIGMA [Internet]. 2014 Jun. 1;32(2):240-53. Available from: https://izlik.org/JA98GG72HK