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

Abstract

The 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.