Islam, Rafikul (2017) Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process. In: TOPAS: A National Conference on Engineering Mathematics, 16-17 December, 2017, Kharagpur, India. (Unpublished)
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Abstract
Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quintessential and benchmark in the service industries. However, service quality has different meanings to different people. In this paper, SERVQUAL has been considered as the main tool to measure service quality and Analytic Hierarchy Process (AHP) has been applied to prioritize the five dimensions of SERVQUAL for healthcare sector. In addition to this, AHP has been applied to prioritize the various items representing each of the dimensions. The results show that Reliability and Assurance are the two most important service quality dimensions in the healthcare sector. The priorities of dimensions and their items are also determined with respect to a selected demographic factors on the part of the respondents.
| Item Type: | Conference or Workshop Item (Slide Presentation) |
|---|---|
| Additional Information: | 2887/65979 |
| Uncontrolled Keywords: | Service quality dimensions, Healthcare, Prioritization, AHP |
| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration |
| Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): | Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences |
| Depositing User: | Rafikul Islam |
| Date Deposited: | 02 Oct 2018 16:13 |
| Last Modified: | 02 Oct 2018 16:13 |
| URI: | http://irep.iium.edu.my/id/eprint/65979 |
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