Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process
Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quin...
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| Format: | Proceeding Paper |
| Language: | English English |
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2017
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| Online Access: | http://irep.iium.edu.my/65979/ http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf |
| _version_ | 1848786487393386496 |
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| author | Islam, Rafikul |
| author_facet | Islam, Rafikul |
| author_sort | Islam, Rafikul |
| building | IIUM Repository |
| collection | Online Access |
| description | Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quintessential and benchmark in the service industries. However, service quality has different meanings to different people. In this paper, SERVQUAL has been considered as the main tool to measure service quality and Analytic Hierarchy Process (AHP) has been applied to prioritize the five dimensions of SERVQUAL for healthcare sector. In addition to this, AHP has been applied to prioritize the various items representing each of the dimensions. The results show that Reliability and Assurance are the two most important service quality dimensions in the healthcare sector. The priorities of dimensions and their items are also determined with respect to a selected demographic factors on the part of the respondents. |
| first_indexed | 2025-11-14T17:09:49Z |
| format | Proceeding Paper |
| id | iium-65979 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T17:09:49Z |
| publishDate | 2017 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-659792018-10-02T08:13:06Z http://irep.iium.edu.my/65979/ Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process Islam, Rafikul HF5001 Business. Business Administration Due to the unique nature among the service industries, the overriding objective of the healthcare sector is to provide error free, impeccable services to their patients and clientele. It is not an option rather a norm for the healthcare sector to uphold and maintain the level of service that is quintessential and benchmark in the service industries. However, service quality has different meanings to different people. In this paper, SERVQUAL has been considered as the main tool to measure service quality and Analytic Hierarchy Process (AHP) has been applied to prioritize the five dimensions of SERVQUAL for healthcare sector. In addition to this, AHP has been applied to prioritize the various items representing each of the dimensions. The results show that Reliability and Assurance are the two most important service quality dimensions in the healthcare sector. The priorities of dimensions and their items are also determined with respect to a selected demographic factors on the part of the respondents. 2017 Proceeding Paper NonPeerReviewed application/pdf en http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf application/pdf en http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf Islam, Rafikul (2017) Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process. In: TOPAS: A National Conference on Engineering Mathematics, 16-17 December, 2017, Kharagpur, India. (Unpublished) |
| spellingShingle | HF5001 Business. Business Administration Islam, Rafikul Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title | Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title_full | Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title_fullStr | Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title_full_unstemmed | Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title_short | Prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| title_sort | prioritization of service quality dimensions for healthcare sector using analytic hierarchy process |
| topic | HF5001 Business. Business Administration |
| url | http://irep.iium.edu.my/65979/ http://irep.iium.edu.my/65979/13/65979-programme%20book.pdf http://irep.iium.edu.my/65979/1/IIT%20Kharagpur.pdf |