Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital

Abstract

The service quality presents an important argument in the health-care sector because of its vital importance and serious impacts on human lives. Therefore, in order to provide optimal services, establishments have to consider patients’ perceptions of their service quality. SERVQUAL method has a wide range of applications in the literature. In this study, the quality of services in Yoncalı Physiotherapy and Rehabilitation Hospital in Kütahya, Turkey is evaluated. Because of dependency to linguistic variables when evaluating services, a fuzzy SERVQUAL approach is used. SERVQUAL questionnaires (which include 22 items within 5 dimensions) were applied to 262 patients in order to obtain patients’ perceptions of provided services. In accordance with the hospital administration’s request, all expectation scores were taken at the highest level in order to develop a measurement for an ideal hospital. After collection of the data, the fuzzy perception, expectation and gap scores were calculated. Results indicated negative gap scores for all items, which mean a general dissatisfaction from the provided services. Particularly, the highest gap score was in tangibles dimension and this is followed by responsiveness, reliability, assurance and empathy. A report has been presented to the hospital administration, including results and suggestions in compliance with the findings.

Keywords:

• health care
• service quality
• SERVQUAL
• fuzzy sets
• fuzzy SERVQUAL

Acknowledgements

The authors would like to thank Turkish Public Hospitals Agency and Mr İsa Gergüz, the director of quality department in Yoncalı Physiotherapy and Rehabilitation Hospital for their permissions and supports.

Disclosure statement

No potential conflict of interest was reported by the authors.

ORCID

Hasan Arda Burhan http://orcid.org/0000-0003-4043-2652