ASSESSMENT AND PRIORITIZATION OF HOSPITALS OF ESFAHAN, USING SERVQUAL AND A COMBINATION APPROACH

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RABIEE AKRAM; NOURBAKHSH IMAN; SHAHNAZARI ALI; ROWSHAN SASAN

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Journal: ORGANIZATIONAL CULTURE MANAGEMENT Year:2017 | Volume:15 | Issue:3 Page(s): 687-708

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Title

ASSESSMENT AND PRIORITIZATION OF HOSPITALS OF ESFAHAN, USING SERVQUAL AND A COMBINATION APPROACH

Author(s)

RABIEE AKRAM | NOURBAKHSH IMAN | SHAHNAZARI ALI | ROWSHAN SASAN | Issue Writer Certificate

Keywords

CUSTOMER EXPECTATIONSQ2

SERVICE QUALITYQ2

SERVICEQ2

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/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank"> SERVICE QUALITY with a combination approach VIKOR/AHP. For this purpose, by using the dimensions of SERVICE QUALITY/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank"> 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/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank"> 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.

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APA: Copy

RABIEE, AKRAM, NOURBAKHSH, IMAN, SHAHNAZARI, ALI, & ROWSHAN, SASAN. (2017). ASSESSMENT AND PRIORITIZATION OF HOSPITALS OF ESFAHAN, USING SERVQUAL AND A COMBINATION APPROACH. ORGANIZATIONAL CULTURE MANAGEMENT, 15(3 ), 687-708. SID. https://sid.ir/paper/196370/en

Vancouver: Copy

RABIEE AKRAM, NOURBAKHSH IMAN, SHAHNAZARI ALI, ROWSHAN SASAN. ASSESSMENT AND PRIORITIZATION OF HOSPITALS OF ESFAHAN, USING SERVQUAL AND A COMBINATION APPROACH. ORGANIZATIONAL CULTURE MANAGEMENT[Internet]. 2017;15(3 ):687-708. Available from: https://sid.ir/paper/196370/en

IEEE: Copy

AKRAM RABIEE, IMAN NOURBAKHSH, ALI SHAHNAZARI, and SASAN ROWSHAN, “ASSESSMENT AND PRIORITIZATION OF HOSPITALS OF ESFAHAN, USING SERVQUAL AND A COMBINATION APPROACH,” ORGANIZATIONAL CULTURE MANAGEMENT, vol. 15, no. 3 , pp. 687–708, 2017, [Online]. Available: https://sid.ir/paper/196370/en

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