Repository of Research and Investigative Information

Repository of Research and Investigative Information

Baqiyatallah University of Medical Sciences

Factor selection for service quality evaluation: a hospital case study

(2017) Factor selection for service quality evaluation: a hospital case study. International Journal of Health Care Quality Assurance. pp. 58-66. ISSN 0952-6862

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Purpose - The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach - To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings - A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications - This work gives managers insight into service quality by following a systematic method; i. e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value - The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

Item Type: Article
Keywords: SERVQUAL Data envelopment analysis Service quality management Common weights satisfaction efficiency dimensions Health Care Sciences & Services
Page Range: pp. 58-66
Journal or Publication Title: International Journal of Health Care Quality Assurance
Journal Index: ISI
Volume: 30
Number: 1
Identification Number:
ISSN: 0952-6862
Depositing User: مهندس مهدی شریفی

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