title: Factor selection for service quality evaluation: a hospital case study.
abstract: Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.
authors.affiliation: Health Management Research Center, Baqiyatallah University of Medical Sciences , Tehran, Iran.
authors.forename: Ahmad
authors.initials: A
authors.lastname: Ameryoun
authors.affiliation: Young Researchers and Elite Club, South Tehran Branch, Islamic Azad University , Tehran, Iran.
authors.forename: Seyedvahid
authors.initials: S
authors.lastname: Najafi
authors.affiliation: Health Strategic Management Research Center, Aja University of Medical Sciences , Tehran, Iran.
authors.forename: Bayram
authors.initials: B
authors.lastname: Nejati-Zarnaqi
authors.affiliation: Department of Management, Emam Reza Hospital, Aja University of Medical Sciences , Tehran, Iran.
authors.forename: Seyed Omid
authors.initials: SO
authors.lastname: Khalilifar
authors.affiliation: Health Services Management, Baqiyatallah University of Medical Sciences , Tehran, Iran.
authors.forename: Mahdi
authors.initials: M
authors.lastname: Ajam
authors.affiliation: Department of Nursing, Aja University of Medical Sciences , Tehran, Iran.
authors.forename: Ahmad
authors.initials: A
authors.lastname: Ansarimoghadam
mesh_terms: D006761:Hospitals / Q000592:standards*; D006801:Humans; D007492:Iran; D015233:Models, Statistical; D019982:Organizational Case Studies; D017060:Patient Satisfaction; D058996:Quality Improvement; D011787:Quality of Health Care / Q000458:organization & administration*; D011795:Surveys and Questionnaires
keywords: Common weights; Data envelopment analysis; SERVQUAL; Service quality management