Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method.Design/methodology/approachThis is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors.FindingsResults show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers.Practical implicationsThe results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors.Originality/valueThe study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Grey Systems: Theory and Application Emerald Publishing

Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center

Download PDF
17 pages
Read Article

Loading next page...
 
/lp/emerald-publishing/evaluation-of-healthcare-service-quality-factors-using-grey-relational-cdfkfJR9Zr
Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
2043-9377
DOI
10.1108/gs-01-2019-0001
Publisher site
See Article on Publisher Site

Abstract

The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method.Design/methodology/approachThis is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors.FindingsResults show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers.Practical implicationsThe results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors.Originality/valueThe study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.

Journal

Grey Systems: Theory and Application – Emerald Publishing

Published: Sep 30, 2019

Keywords: Dialysis centre; Grey relational analysis; Healthcare service quality; Patient satisfaction

References

  • Optimizing plasma arc cutting parameters for structural steel using grey relational analysis
    Agarwal, P.H.; Patel, K.R.
  • A hands-on experience of the voice of customer analysis in maternity care from Iran
    Aghlmand, S.; Lameei, A.; Small, R.
  • Perception of employees toward e-learning service quality: exploratory factor analysis
    Agrawal, V.; Agarwal, S.; Agrawal, A.M.
  • Patient’s perceptions about the service quality of public hospitals located at District Kohat
    Aman, B.; Abbas, F.
  • Quality assessment of academic library performance: the case of an Iranian academic library
    Babalhavaeji, F.; Moghaddam, A.I.; Aqili, S.V.; Shakooii, A.
  • Factors affecting the effectiveness of quality control circles in a hospital using a combination of fuzzy VIKOR and grey relational analysis
    Bahadori, M.; Teymourzadeh, E.; Faizy Bagejan, F.; Ravangard, R.; Raadabadi, M.; Hosseini, S.M.
  • Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital
    Behdioğlu, S.; Acar, E.; Burhan, H.A.
  • Türkiye’de sağlık hizmetlerinin tarihsel gelişimi ve sağlıkta dönüşüm programı
    Çavmak, Ş.; Çavmak, D.
  • A study using the grey system theory to evaluate the importance of various service quality factors
    Chen, C.N.; Ting, S.C.
  • Introduction to grey system theory
    Deng, J.
  • Quality assessment in higher education using the SERVQUALQ model
    Đonlagić, S.; Fazlić, S.
  • Patients’ perceptions of service quality in China: an investigation using the SERVQUAL model
    Fan, L.H.; Gao, L.; Liu, X.; Zhao, S.H.; Mu, H.T.; Li, Z.; Shi, L.; Wang, L.L.; Jia, X.L.; Ha, M.; Lou, F.G.
  • Performance evaluation for airlines including the consideration of financial ratios
    Feng, C.M.; Wang, R.T.
  • SERVQUAL application and adaptation for educational service quality assessments in Russian higher education
    Galeeva, R.B.
  • Relational impact of service providers’ interaction behavior in healthcare
    Gaur, S.S.; Xu, Y.; Quazi, A.; Nandi, S.
  • Evaluating the effects of service quality, customer satisfaction, and service value on behavioral intentions with life insurance customers in India
    Gera, R.; Mittal, S.; Batra, D.K.; Prasad, B.
  • Service quality: concepts and models
    Ghobadian, A.; Speller, S.; Jones, M.
  • A service quality model and its marketing implications
    Grönroos, C.
  • An overview of Turkish healthcare system after Health Transformation Program: main successes, performance assessment, further challenges, and policy options
    Gursoy, K.
  • Improving service quality through customer journey analysis
    Halvorsrud, R.; Kvale, K.; Følstad, A.
  • The meaning of quality in health care: a conceptual analysis
    Harteloh, P.P.
  • Key concepts in health care priority setting
    Hoedemaekers, R.; Dekkers, W.
  • Service quality and satisfaction in healthcare sector of Pakistan – the patients’ expectations
    Javed, S.A.; Ilyas, F.
  • Evaluation of outpatient satisfaction and service quality of Pakistani healthcare projects: application of a novel synthetic grey incidence analysis model
    Javed, S.A.; Liu, S.
  • Patients’ satisfaction and public and private sectors’ health care service quality in Pakistan: application of grey decision analysis approaches
    Javed, S.A.; Liu, S.; Mahmoudi, A.; Nawaz, M.
  • Using SERVQUAL model to assess hospital information system service quality
    Jebraeily, M.; Rahimi, B.; Fazlollahi, Z.Z.; Afshar, H.L.
  • Service quality assessment in health care sector: the case of Durres public hospital
    Kalaja, R.; Myshketa, R.; Scalera, F.
  • An overview of health tourism and place of health tourism in Turkey
    Kordeve, M.K.
  • Applying grey relational analysis to assess the relationship among service quality customer satisfaction and customer loyalty
    Kung, C.Y.; Yan, T.M.; Chuang, S.C.; Wang, J.R.
  • Combining VIKOR with GRA techniques to evaluate service quality of airports under fuzzy environment
    Kuo, M.S.; Liang, G.S.
  • Türkiye’de sağlık politikaları ve sağlık bakanlığı teşkilat yapısındaki dönüşüm
    Lamba
  • Reconstruction in the Ministry of health: an evaluation in terms of the new public management
    Lamba, M.; Altan, Y.; Aktel, M.; Kerman, U.
  • Using a modified grey relation method for improving airline service quality
    Liou, J.J.; Hsu, C.C.; Yeh, W.C.; Lin, R.H.
  • A summary on the research of GRA models
    Liu, S.; Yang, Y.; Cao, Y.; Xie, N.
  • Conceptualizing a quality plan for healthcare
    Mohammadi, S.M.; Mohammadi, S.F.; Hedges, J.R.
  • Higher education quality assessment model: towards achieving educational quality standard
    Noaman, A.Y.; Ragab, A.H.M.; Madbouly, A.I.; Khedra, A.M.; Fayoumi, A.G.
  • Measuring service quality and patient satisfaction with access to public and private healthcare delivery
    Owusu-Frimpong, N.; Nwankvo, S.; Dason, B.
  • Refinement and reassessment of the SERVQUAL scale
    Parasuraman, A.; Berry, L.L.; Zeithaml, V.A.
  • A conceptual model of service quality and its implications for future research
    Parasuraman, A.; Zeithaml, V.A.; Berry, L.L.
  • SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
    Parasuraman, A.; Zeithaml, V.A.; Berry, L.L.
  • A study on service quality and customer satisfaction in Nigerian Healthcare sector
    Potluri, R.M.; Angiating, G.; Yang, S.K.; Shim, J.H.
  • Mechanisms of accountability for the realization of the right to Health in China
    Qiu, S.; MacNaughton, G.
  • Comparing the quality of nursing services between two public and private hospitals
    Raadabadi, M.; Bahadori, M.; Ravangard, R.; Mousavi, S.M.
  • Service quality in the public service
    Ramseook-Munhurrun, P.; Lukea-Bhiwajee, S.D.; Naidoo, P.
  • Quality assessment of airline baggage handling systems using SERVQUAL and BWM
    Rezaei, J.; Kothadiya, O.; Tavasszy, L.; Kroesen, M.
  • Measurement of quality of educational hospital services by the SERVQUAL model: the Iranian patients’ perspective
    Rezaei, S.; Matin, B.K.; Khalil Moradi, B.B.; Fallahi, M.; Shokati, B.; Saeidi, H.
  • Measuring and managing service quality: integrating customer expectations
    Robledo, M.A.
  • Forecasting small data set using hybrid cooperative feature selection
    Sallehuddin, R.; Shamsuddin, S.M.; Hashim, S.Z.M.
  • Supplier selection with grey relational analysis
    Sarı, T.; Baynal, K.; Ergül, Ö.
  • Assessment of service quality in teaching hospitals of Yazd University of medical sciences: using multi-criteria decision-making techniques
    Shafii, M.; Rafiei, S.; Abooee, F.; Bahrami, M.A.; Nouhi, M.; Lotfi, F.; Khanjankhani, K.
  • Application of grey system theory to software projects ranking
    Slavek, N.; Jović, A.
  • Quality of service provisioning in wireless LAN/UMTS integrated systems using analytic hierarchy process and grey relational analysis
    Song, Q.; Jamalipour, A.
  • A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL
    Stević, Ž.; Đalić, I.; Pamučar, D.; Nunić, Z.; Vesković, S.; Vasiljević, M.; Tanackov, I.
  • Türkiye’de sağlıkta dönüşüm programı öncesi ve sonrasında sağlık hizmetlerinin sunumu, finansmanı ve sağlık harcamaları
    Sülkü, S.N.
  • Hizmet Kalitesinin Boyutsal Analizi: Bankacılık ve Sağlık Sektörüne Yönelik Bir Araştırma
    Sütütemiz, N.
  • Türkiye Sağlık Sektörüne Genel Bakış
  • Beyond patient satisfaction
    Turner, P.D.; Pol, L.G.
  • An analysis of higher education service quality in Mauritius using HESQUAL
    Viraiyan, T.; Kamalanabhan, T.J.; Keshwar, S.A.
  • Grey relational analysis method for 2-tuple linguistic multiple attribute group decision making with incomplete weight information
    Wei, G.W.
  • Patient-reported service quality on a medicine unit
    Weingart, S.N.; Pagovich, O.; Sands, D.Z.; Li, J.M.; Aronson, M.D.; Davis, R.B.; Phillips, R.S.; Bates, D.W.
  • Leading the realization of human rights to health and through health
  • A comparative study of using grey relational analysis in multiple attribute decision making problems
    Wu, H.H.
  • Grey relational analysis on factors of the quality of web service
    Xiao, X.C.; Wang, X.Q.; Fu, K.Y.; Zhao, Y.J.
  • Integrating refined Kano model, quality function deployment, and grey relational analysis to improve service quality of nursing homes
    Yeh, T.M.; Chen, S.H.
  • Healthcare financing reform in Turkey: context and salient features
    Yıldırım, H.H.; Yıldırım, T.
  • Design concept evaluation in product development using rough sets and grey relation analysis
    Zhai, L.Y.; Khoo, L.P.; Zhong, Z.W.