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

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.issued2020en_US
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.ch011en_US
dc.identifier.isbn9781799854449
dc.identifier.isbn1799854426
dc.identifier.isbn9781799854425
dc.identifier.urihttps://doi.org/10.4018/978-1-7998-5442-5.ch011
dc.identifier.urihttps://hdl.handle.net/20.500.12511/10533
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.en_US
dc.language.isoengen_US
dc.publisherIGI Globalen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectSERVQUALen_US
dc.subjectTurkish Health Industryen_US
dc.subjectService Qualityen_US
dc.titleSERVQUAL-based evaluation of service quality in Turkish health industry with fuzzy logicen_US
dc.typebookParten_US
dc.relation.ispartofInterdisciplinary Perspectives on Operations Management and Service Evaluationen_US
dc.departmentİstanbul Medipol Üniversitesi, İMÜ Meslek Yüksekokulu, Bilgisayar Programcılığı Ana Bilim Dalıen_US
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümüen_US
dc.departmentİstanbul Medipol Üniversitesi, Sağlık Bilimleri Fakültesi, Sağlık Yönetimi Bölümüen_US
dc.authorid0000-0002-8072-031Xen_US
dc.authorid0000-0002-9858-1266en_US
dc.authorid0000-0002-3390-4597en_US
dc.authorid0000-0002-4791-4091en_US
dc.identifier.startpage213en_US
dc.identifier.endpage231en_US
dc.relation.publicationcategoryKitap Bölümü - Uluslararasıen_US
dc.identifier.doi10.4018/978-1-7998-5442-5.ch011en_US
dc.institutionauthorDinçer, Hasan
dc.institutionauthorYüksel, Serhat
dc.institutionauthorGökalp, Yaşar
dc.institutionauthorEti, Serkan
dc.identifier.scopus2-s2.0-85105187646en_US


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