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...

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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/ http://irep.iium.edu.my/55189/ http://irep.iium.edu.my/55189/ http://irep.iium.edu.my/55189/1/Medical%20Servqual.pdf http://irep.iium.edu.my/55189/7/55189_Prioritization%20of%20service.pdf_SCOPUS.pdf

id	iium-55189
recordtype	eprints
spelling	iium-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 PeerReviewed 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 E-ISSN 1755-0661 http://www.inderscience.com/info/inarticle.php?artid=75751 10.1504/IJMEI.2016.075751
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
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/ http://irep.iium.edu.my/55189/ http://irep.iium.edu.my/55189/ http://irep.iium.edu.my/55189/1/Medical%20Servqual.pdf http://irep.iium.edu.my/55189/7/55189_Prioritization%20of%20service.pdf_SCOPUS.pdf
first_indexed	2023-09-18T21:18:01Z
last_indexed	2023-09-18T21:18:01Z
_version_	1777411693494665216

Prioritisation of service quality dimensions for healthcare sector

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