TY - JOUR
T1 - Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types
AU - Calisir, Fethi
AU - Bayraktaroglu, Ayse Elvan
AU - Gumussoy, Cigdem Altin
AU - Kaya, Burcu
N1 - Publisher Copyright:
Copyright © 2014 Inderscience Enterprises Ltd.
PY - 2014
Y1 - 2014
N2 - A modified SERVQUAL approach, including usability as the sixth service quality dimension, has been used to evaluate the effect of service quality dimensions on perceived overall quality, customer satisfaction, and return intention for four different hospital types operating in Turkey: public, private, university, and military hospitals. The proposed research model was tested with 284 patients from different hospital types, and results indicated that usability is an insignificant factor in perceived overall quality, customer satisfaction, and return intention prediction for all hospital types. Results revealed that service quality dimensions having an impact on perceived overall quality, customer satisfaction, and return intention vary among hospital types.
AB - A modified SERVQUAL approach, including usability as the sixth service quality dimension, has been used to evaluate the effect of service quality dimensions on perceived overall quality, customer satisfaction, and return intention for four different hospital types operating in Turkey: public, private, university, and military hospitals. The proposed research model was tested with 284 patients from different hospital types, and results indicated that usability is an insignificant factor in perceived overall quality, customer satisfaction, and return intention prediction for all hospital types. Results revealed that service quality dimensions having an impact on perceived overall quality, customer satisfaction, and return intention vary among hospital types.
KW - Hospital types
KW - SERVQUAL
KW - Service quality
KW - Turkey
KW - Usability
UR - http://www.scopus.com/inward/record.url?scp=84921062566&partnerID=8YFLogxK
U2 - 10.1504/IJAOM.2014.066829
DO - 10.1504/IJAOM.2014.066829
M3 - Article
AN - SCOPUS:84921062566
SN - 1758-938X
VL - 6
SP - 309
EP - 323
JO - International Journal of Advanced Operations Management
JF - International Journal of Advanced Operations Management
IS - 4
ER -