An integrated multi criteria decision making approach for electronic service quality analysis of healthcare industry

Abstract

Managers in service sector are under pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Also in recent years, there exists web based or electronic service quality (e-sq) concepts. With the birth of electronic commerce, it has become important to be able to monitor and enhance e-sq. Therefore, this study examines the e-sq concept and determines the key components of e-sq especially for the healthcare industry. The e-sq framework is employed by the aid of service quality (SERVQUAL) methodology as the theoretical instrument. Finally, proposed e-sq framework is illustrated with a web service performance example of healthcare sector in Turkey by using an integrated multi criteria decision making methodology. This study should be of interest to healthcare and technology practitioners and researchers, as the findings shed light on the further development of performance measurements for hospital websites.