Organizational Culture Management

Organizational Culture Management

Assessment and Prioritization of Hospitals of Esfahan, Using SERVQUAL and a Combination Approach

Document Type : Research Article

Authors
Akram Rabiee 1
Iman Nourbakhsh 2
Ali Shahnazari 3
Sasan Rowshan 4
1 MS.c. of Industrial Management, University of Isfahan, Isfahan Iran
2 M.Sc. of Industrial Management, Yazd University, Yazd, Iran
3 Assistant Professor, Department of Business Management, Payam-e Noor University, Tehran, Iran
4 Ph.D. Student in Public Administration, College of Farabi, University of Tehran, Qom, Iran
10.22059/jomc.2017.127056.1006454
Abstract
One of the growing trends in service strategy is surveying the quality of service that enables favorable ratings of different service providers for the purpose of customer satisfaction. Institutionalization of quality affects reusing of customers. The purpose of this research is ranking hospitals of Isfahan, based on service quality with a combination approach VIKOR/AHP. For this purpose, by using the dimensions of service quality, patients' opinions were asked and by AHP approach these dimensions were weighted. Then the hospitals were ranked using these dimensions and their importance by VIKOR decision making technique. The findings of this study is initially weighting service quality dimensions based on their importance, which the dimensions of tangibles, reliability, responsiveness, assurance and empathy were identified as more influential in the ranking of hospitals. This study was conducted in three large hospitals of Isfahan, but can be extended to all hospitals of Isfahan.
Keywords
Customer expectations
Service quality
Service
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Organizational Culture Management
Volume 15, Issue 3
Autumn 2017
Pages 687-708