Title: A decision-making framework for service quality measurements in hospitals

Authors: A. Mohamed Riyazh Khan, P.N. Prasad, Sw. Rajamanoharane

Addresses: Department of Management Studies, J.J. College of Engineering & Technology, Ammapettai, Poolangulathupatti, Trichy-9, Tamil Nadu, India. ' Department of Management Studies, Noorul Islam University, Kumaracoil, Ammapettai, Poolangulathupatti, Trichy-9, Tamil Nadu, India. ' Department of Management Studies, J.J. College of Engineering & Technology, Ammapettai, Poolangulathupatti, Trichy-9, Tamil Nadu, India

Abstract: For any organisation, service to the customers plays a vital role. Without services, it is not possible to do business transactions. In current business scenario, the customers are expecting the organisations to provide better service. While considering the service sector organisations, providing quality service to the customers in hospital sector is an important aspect which needs to be measured or evaluated. But evaluation of service quality in hospital sector is not an easy task. For that, we need to analyse the failure of operations, lack of service, deficiencies etc. In this study, the criteria and subcriteria which are most prevalent for the evaluation of service quality are considered and performance of the hospitals (for case purpose) is evaluated by using analytical hierarchy process (AHP) as a decision-making methodology.

Keywords: service quality; SERVQUAL; analytical hierarchy process; AHP; multicriteria decision making; MCDM; hospitals; healthcare management; customer service; patient service; performance measurement.

DOI: 10.1504/IJENM.2010.034478

International Journal of Enterprise Network Management, 2010 Vol.4 No.1, pp.80 - 91

Published online: 05 Aug 2010 *

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