Identification of Service Quality Gaps in Medical Tourism with Fuzzy Approach (Case Study: Ardabil City)

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ASGARNEZHAD NOURI BAGHER; Namati Vali; Saebniya Somayeh; Abdol Rahimi Zahra

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Journal: TOURISM AND DEVELOPMENT Year:2020 | Volume:9 | Issue:3 Page(s): 91-105

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Title

Identification of Service Quality Gaps in Medical Tourism with Fuzzy Approach (Case Study: Ardabil City)

Author(s)

ASGARNEZHAD NOURI BAGHER | Namati Vali | Saebniya Somayeh | Abdol Rahimi Zahra | Issue Writer Certificate

Keywords

Medical tourismQ1

Service QualityQ2

Service quality gapQ2

Fuzzy methodQ2

Abstract

The Service Quality has an important role in attracting tourists, including medical tourists. Accordingly, the aim of this study is to identify the quality gaps in Medical tourism service with fuzzy approach in Ardabil city. For this purpose, three gaps including 1-The gap between the perceptions of the managers of the treatment centers about patient expectations and patient expectations; 2. The gap between the perceptions of the managers of the treatment centers about patients' expectations and the actual characteristics of the Service Quality; and 3. The gap between patient expectations and patient perceptions have been examined. The population includes all Azarbaijan tourists entering the city of Ardabil and all doctors and specialists, dentists, pharmacists and medical science related specialists in the city of Ardabil. Using the Cochran formula, the sample size was 384 Azarbaijan patients and 100 employees of the treatment centers. In order to measure the research variables, the standard questionnaire of Padma et al. (2009) was used and its validity and reliability were evaluated respectively by content method and Cronbach's alpha coefficient. The quality gaps in Medical tourism services were evaluated based on Fuzzy method. The results showed that there is a gap between the perceptions of managers of health centers and patients' expectations. There was also a gap between the perceptions of managers of health centers about patients' expectations and the actual characteristics of the Service Quality. Finally, the results indicate a gap between patient expectations and patient perceptions. Therefore, all three research hypotheses were approved.

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APA: Copy

ASGARNEZHAD NOURI, BAGHER, Namati, Vali, Saebniya, Somayeh, & Abdol Rahimi, Zahra. (2020). Identification of Service Quality Gaps in Medical Tourism with Fuzzy Approach (Case Study: Ardabil City). TOURISM AND DEVELOPMENT, 9(3 ), 91-105. SID. https://sid.ir/paper/370257/en

Vancouver: Copy

ASGARNEZHAD NOURI BAGHER, Namati Vali, Saebniya Somayeh, Abdol Rahimi Zahra. Identification of Service Quality Gaps in Medical Tourism with Fuzzy Approach (Case Study: Ardabil City). TOURISM AND DEVELOPMENT[Internet]. 2020;9(3 ):91-105. Available from: https://sid.ir/paper/370257/en

IEEE: Copy

BAGHER ASGARNEZHAD NOURI, Vali Namati, Somayeh Saebniya, and Zahra Abdol Rahimi, “Identification of Service Quality Gaps in Medical Tourism with Fuzzy Approach (Case Study: Ardabil City),” TOURISM AND DEVELOPMENT, vol. 9, no. 3 , pp. 91–105, 2020, [Online]. Available: https://sid.ir/paper/370257/en

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