A concept of optimal quality and an application

References

• Andaleeb , S. S. 2001 . Service quality perceptions and patient satisfaction: a study of hospitals in the developing country . Social Science & Medicine , 52 : pp. 1359 – 1370 .
   Google Scholar
• Babakus , E. and Boller , W. G. 1992 . An empirical assessment of the SERVQUAL scale . Journal of Business research , 24 : 253 – 268 .
   Web of Science ®Google Scholar
• Brady , K. M. and Cronin , J. J. Jr. 2001 . Some new thoughts on conceptualizing perceived service quality: a hierarchical approach . Journal of Marketing , 65 (July) : pp. 34 – 49 .
   Google Scholar
• Carmen , M. J. 1990 . Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions . Journal of Retailing , 66 : pp. 33 – 55 . (Spring)
   Google Scholar
• Carvana , A. , Money , H. A. and Berthon , R. P. 2000 . Service quality and satisfaction – the moderating role of value . European Journal of Marketing , 34 ( 11/12 ) : pp. 1338 – 1352 .
   Google Scholar
• Cronin , J. J. and Taylor , A. S. 1992 . Measuring service quality: a reexamination and extension . Journal of Marketing , 56 : pp. 56 – 68 . (July)
   Google Scholar
• Cronin , J. J. and Taylor , A. S. 1994 . SERVPERF versus SERVQUAL: reconciling performance – based and perception – minus – expectations measurement of service quality . Journal of Marketing , 58 : pp. 125 – 131 . (January)
   Google Scholar
• Crosby , P. B. 1980 . Quality is Free , New York : New American Library .
   Google Scholar
• Deming , W. E. 1981–1982 . Improvement of quality and productivity through action by management . National Productivity Review , : pp. 12 – 22 . Winter
   Google Scholar
• Juran , J. M. 1986 . The quality triology . Quality Progress , : pp. 19 – 24 . August
   Google Scholar
• Juran , J. M. and Gryna , F. M. 1993 . Quality Planning and Analysis , New York : McGraw Hill .
   Google Scholar
• Kanji , G. K. and Sa , P. M. E. 2003 . Sustaining healthcare excellence through performance measurement . Total Quality Management and Business Excellence , 14 ( 3 ) : pp. 269 – 289 .
   Google Scholar
• Kanji , G. K. and Yui , H. 1997 . Total quality culture . Total Quality Management , 8 ( 6 ) : pp. 417 – 428 .
   Google Scholar
• Kanji , G. K. , Tambi , A. M. B. and Wallace , W. 1999 . A comparative study of quality practices in higher education institutions in the US and Malaysia . Total Quality Management , 10 ( 3 ) : pp. 357 – 371 .
   Google Scholar
• Kara , A. 2000 . Dynamic modeling exercises , Mimeo : Fatih University .
   Google Scholar
• Kara , A. , Lonial , S. , Tarım , M. and Zaim , S. 2001 . “ A paradox of service quality in Turkey ” . In European Business Review , mimeo : Fatih University . an earlier version, 2001
   Google Scholar
• Kara , A. , Tarım , M. and Zaim , S. 2002a . A dynamic model and empirical examination of performance and customer satisfaction in a non-profit health-care sector in Turkey, in: . Proceedings of International Management Development Association Conference , : pp. 519 – 526 .
   Google Scholar
• Kara , A. , Tarım , M. and Zaim , S. 2002b . Expectation and performance-based determinants of service quality: a special case at a non-profit hospital in Turkey, in . Proceedings of International Management Development Association Conference , : pp. 556 – 562 .
   Google Scholar
• Kara , A. , Tarım , M. and Zaim , S. 2003 . A low performance-low quality trap in the nonprofit healthcare sector in Turkey and a solution . Total Quality Management and Business Excellence , 14 ( 10 ) : pp. 1131 – 1141 .
   Google Scholar
• Nicholson , W. 1998 . Microeconomic Theory , New York : Dryden Press .
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : pp. 41 – 50 . (Fall)
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: a multiple item scale for measuring customer perceptions of service quality . Journal of Retailing , 64 : pp. 12 – 40 . (Spring)
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 : pp. 420 – 450 . (Winter)
   Google Scholar
• Rao , A. , Carr , L. P. , Dambolena , I. , Kopp , R. J. , Martin , J. , Rafii , F. and Schlesinger , P. F. 1996 . Total Quality Management , New York : Wiley .
   Google Scholar
• Sivadas , E. and Baker-Prewitt , J. L. 2000 . An examination of the relationship between service quality, customer satisfaction, and store loyalty . International Journal of Retail & Distribution Management , 28 ( 2 ) : pp. 73 – 82 .
   Google Scholar
• Teas , R. K. 1994 . “ Expectations as a comparison standard in measuring service quality: an assessment of a reassessment ” . In Journal of Marketing Vol. 58 , 132 – 139 . (January)
   Google Scholar
• Yavas , U. and Shemwell , D. J. 2001 . Modified importance-performance analysis: an application to hospitals . International Journal of Health Care Quality Assurance , 14 ( 3 ) : pp. 104 – 110 .
   Google Scholar
• Yavas , U. , Bilgin , Z. and Shemwell , D. J. 1997 . Service quality in the banking sector in an emerging economy: a consumer survey . International Journal of Bank Marketing , 15 ( 6 ) : pp. 217 – 223 .
   Google Scholar