SERVQUAL-based evaluation of service quality in Turkish health industry with fuzzy logic

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dc.authorid0000-0002-8072-031X
dc.authorid0000-0002-9858-1266
dc.authorid0000-0002-3390-4597
dc.authorid0000-0002-4791-4091
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.contributor.authorGökalp, Yaşar
dc.contributor.authorEti, Serkan
dc.date.accessioned2023-02-28T06:53:52Z
dc.date.available2023-02-28T06:53:52Z
dc.date.issued2020
dc.departmentİstanbul Medipol Üniversitesi, İMÜ Meslek Yüksekokulu, Bilgisayar Programcılığı Ana Bilim Dalı
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.departmentİstanbul Medipol Üniversitesi, Sağlık Bilimleri Fakültesi, Sağlık Yönetimi Bölümü
dc.description.abstractThe aim of this study is to analyze the service quality in the Turkish health sector. In this context, a literature review is conducted, and 16 different criteria based on SERVQUAL are determined. Fuzzy DEMATEL method is used to determine which of these criteria are more important. The findings indicate that operating hours and quality of equipment have the highest weights. In addition to these items, experience of personnel and individual attention to patient are other important factors with respect to the service quality in Turkish health industry. Hence, it is strongly recommended that hospitals in Turkey should operate in an extended time because Turkish people prefer to go to the hospitals after working hours. It is also obvious that Turkish hospitals should make investment to quality equipment. Finally, it is a good idea for new hospitals to have qualified employee. This situation has a positive contribution to the service quality of these hospitals.
dc.identifier.citationDinçer, H., Yüksel, S., Gökalp, Y. ve Eti, S. (2020). SERVQUAL-based evaluation of service quality in Turkish health industry with fuzzy logic. Interdisciplinary Perspectives on Operations Management and Service Evaluation içinde (213-231. ss.). IGI Global. https://doi.org/10.4018/978-1-7998-5442-5.ch011
dc.identifier.doi10.4018/978-1-7998-5442-5.ch011
dc.identifier.endpage231
dc.identifier.isbn9781799854449
dc.identifier.isbn1799854426
dc.identifier.isbn9781799854425
dc.identifier.scopus2-s2.0-85105187646
dc.identifier.scopusqualityN/A
dc.identifier.startpage213
dc.identifier.urihttps://doi.org/10.4018/978-1-7998-5442-5.ch011
dc.identifier.urihttps://hdl.handle.net/20.500.12511/10533
dc.indekslendigikaynakScopus
dc.institutionauthorDinçer, Hasan
dc.institutionauthorYüksel, Serhat
dc.institutionauthorGökalp, Yaşar
dc.institutionauthorEti, Serkan
dc.language.isoen
dc.publisherIGI Global
dc.relation.ispartofInterdisciplinary Perspectives on Operations Management and Service Evaluationen_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararası
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectSERVQUAL
dc.subjectTurkish Health Industry
dc.subjectService Quality
dc.titleSERVQUAL-based evaluation of service quality in Turkish health industry with fuzzy logic
dc.typeBook Chapter

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