Title: Effects of service quality dimensions including usability on perceived overall quality, customer satisfaction, and return intention in different hospital types

Authors: Fethi Calisir; Ayse Elvan Bayraktaroglu; Cigdem Altin Gumussoy; Burcu Kaya

Addresses: Industrial Engineering Department, Management Faculty, Istanbul Technical University, 34367 Macka, Istanbul, Turkey ' Industrial Engineering Department, Management Faculty, Istanbul Technical University, 34367 Macka, Istanbul, Turkey ' Industrial Engineering Department, Management Faculty, Istanbul Technical University, 34367 Macka, Istanbul, Turkey ' Industrial Engineering Department, Management Faculty, Istanbul Technical University, 34367 Macka, Istanbul, Turkey

Abstract: A modified SERVQUAL approach, including usability as the sixth service quality dimension, has been used to evaluate the effect of service quality dimensions on perceived overall quality, customer satisfaction, and return intention for four different hospital types operating in Turkey: public, private, university, and military hospitals. The proposed research model was tested with 284 patients from different hospital types, and results indicated that usability is an insignificant factor in perceived overall quality, customer satisfaction, and return intention prediction for all hospital types. Results revealed that service quality dimensions having an impact on perceived overall quality, customer satisfaction, and return intention vary among hospital types.

Keywords: service quality; SERVQUAL; usability; hospital types; Turkey; perceived quality; customer satisfaction; return intentions; Turkey; healthcare services; university hospitals; military hospitals; private hospitals; public hospitals.

DOI: 10.1504/IJAOM.2014.066829

International Journal of Advanced Operations Management, 2014 Vol.6 No.4, pp.309 - 323

Received: 06 Feb 2013
Accepted: 08 Jan 2014
Published online: 14 Jan 2015 *

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