Cover Image

Prioritisation of service quality dimensions for healthcare sector

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 quin...

Full description

Saved in:
Bibliographic Details
Main Authors: Islam, Rafikul, Ahmed, Selim, Md Tarique, Kazi
Format: Article
Language:English
English
Published: Inderscience Enterprises Ltd. 2016
Subjects:
HF5001 Business. Business Administration
Online Access:http://irep.iium.edu.my/55189/1/Medical%20Servqual.pdf
http://irep.iium.edu.my/55189/7/55189_Prioritization%20of%20service.pdf_SCOPUS.pdf
http://irep.iium.edu.my/55189/
http://www.inderscience.com/info/inarticle.php?artid=75751
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.iium.irep.55189
record_format dspace
spelling my.iium.irep.551892017-04-18T01:03:25Z http://irep.iium.edu.my/55189/ Prioritisation of service quality dimensions for healthcare sector Islam, Rafikul Ahmed, Selim Md Tarique, Kazi HF5001 Business. Business Administration 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. Inderscience Enterprises Ltd. 2016 Article REM application/pdf en http://irep.iium.edu.my/55189/1/Medical%20Servqual.pdf application/pdf en http://irep.iium.edu.my/55189/7/55189_Prioritization%20of%20service.pdf_SCOPUS.pdf Islam, Rafikul and Ahmed, Selim and Md Tarique, Kazi (2016) Prioritisation of service quality dimensions for healthcare sector. International Journal of Medical Engineering and Informatices, 8 (2). pp. 108-123. ISSN 1755-0653 http://www.inderscience.com/info/inarticle.php?artid=75751 10.1504/IJMEI.2016.075751
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic HF5001 Business. Business Administration
spellingShingle HF5001 Business. Business Administration
Islam, Rafikul
Ahmed, Selim
Md Tarique, Kazi
Prioritisation of service quality dimensions for healthcare sector
description 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.
format Article
author Islam, Rafikul
Ahmed, Selim
Md Tarique, Kazi
author_facet Islam, Rafikul
Ahmed, Selim
Md Tarique, Kazi
author_sort Islam, Rafikul
title Prioritisation of service quality dimensions for healthcare sector
title_short Prioritisation of service quality dimensions for healthcare sector
title_full Prioritisation of service quality dimensions for healthcare sector
title_fullStr Prioritisation of service quality dimensions for healthcare sector
title_full_unstemmed Prioritisation of service quality dimensions for healthcare sector
title_sort prioritisation of service quality dimensions for healthcare sector
publisher Inderscience Enterprises Ltd.
publishDate 2016
url http://irep.iium.edu.my/55189/1/Medical%20Servqual.pdf
http://irep.iium.edu.my/55189/7/55189_Prioritization%20of%20service.pdf_SCOPUS.pdf
http://irep.iium.edu.my/55189/
http://www.inderscience.com/info/inarticle.php?artid=75751
_version_ 1643614694628392960
score 13.211869

Similar Items