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.