Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process

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 Author: Islam, Rafikul
Format: Conference or Workshop Item
Language:English
English
Published: 2017
Subjects:
Online Access:http://irep.iium.edu.my/65979/
http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf
http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf
id iium-65979
recordtype eprints
spelling iium-659792018-10-02T08:13:06Z http://irep.iium.edu.my/65979/ Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process Islam, Rafikul 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. 2017 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf application/pdf en http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf 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 (Unpublished)
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
Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
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 Conference or Workshop Item
author Islam, Rafikul
author_facet Islam, Rafikul
author_sort Islam, Rafikul
title Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
title_short Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
title_full Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
title_fullStr Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
title_full_unstemmed Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
title_sort prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
publishDate 2017
url http://irep.iium.edu.my/65979/
http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf
http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf
first_indexed 2023-09-18T21:33:38Z
last_indexed 2023-09-18T21:33:38Z
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