SERVQUAL-Based Evaluation of Service Quality in Turkish Health Industry With Fuzzy Logic

Dınçer, Hasan; Yüksel, Serhat; Gökalp, Yaşar; Etı, Serkan

doi:10.4018/978-1-7998-5442-5.ch011

Cited by 4 publications

(3 citation statements)

References 40 publications

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“…The SERVQUAL model developed by Parasuraman et al (1988, 1994) has been used by the researcher to measure service quality in industries such as, airline industry (Farooq et al , 2018), hospitality sector (Beheshtinia and Farzaneh, 2019), banking sector (Ahmed et al , 2017), health sector (Dinçer et al , 2021), telecom sector (Al-Shibli and Al-Dhahri, 2021), etc. A number of studies have also used SERVQUAL in the educational sector.…”

Section: Discussion and Contributionsmentioning

confidence: 99%

Modeling students' mathematics achievement and performance through teaching quality: SERVQUAL perspective

Arthur¹,

Dogbe²

2021

JARHE

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PurposeThis study explored the effect of mathematics teaching quality on mathematics achievement among undergraduate students, using the SERVQUAL model.Design/methodology/approachThe sample comprised of 320 first-year undergraduate students of a public university in Ghana. Structural equation modeling (SEM) was run in Amos (v.23) to test the various hypotheses.FindingsThe study concluded that the tangible aspect of the SERVQUAL model (service quality), which is very instrument in some service industries such as the airline, had no significant effect on mathematics achievement. Mathematics teaching reliability, responsiveness, assurance and empathy, however, had significant positive effects on mathematics achievement among undergraduate students.Research limitations/implicationsThe study assessed the effects of the individual dimensions of SERVQUAL on mathematics achievement, and it was realized that the tangible dimension had no significant effect. Tangibles may however compliment the other dimensions and is therefore imperative to also assess the effect of service quality (as a higher/second order variable) with the five dimensions as its first-order variables.Practical implicationsHuman resources (lecturers) were seen as a strategic tool in enhancing students' academic performance and mathematics performance to be specific. Management of universities is therefore expected to invest in building, training and developing their human resources for an enhanced academic performance of students, especially in mathematics.Originality/valueAlthough some past studies have applied SERVQUAL to teaching and learning researches, attention was largely focused on the measurement or assessment of teaching quality using SERVQUAL, with little attention on the effect of SERVQUAL on an outcome variable.

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Section: Discussion and Contributionsmentioning

confidence: 99%

Modeling students' mathematics achievement and performance through teaching quality: SERVQUAL perspective

Arthur¹,

Dogbe²

2021

JARHE

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“…Tuntutan masyarakat di era globalisasi tidak dapat terhindar dari persaingan yang ketat di segala bidang kehidupan, baik nasional maupun sosial [16]. Oleh karena itu, kualitas pelayanan merupakan salah satu kunci untuk menghadapi era globalisasi [17]. Kualitas pelayanan diartikan sebagai berfokus pada memenuhi kebutuhan dan persyaratan, serta pada ketepatan waktu untuk memenuhi harapan pelanggan [18].…”

Section: Pendahuluanunclassified

Analisis Kualitas Pelayanan Perizinan Berdasarkan Metode Servqual Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Karimun

Hanindya,

Astuti

2023

INFEB

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This descriptive qualitative type of research aims to find out the quality of service at the Karimun Regency DPMPTSP. Primary data was obtained from interviews and observations from the research location. The approach used in this research is the servqual method with five dimensions, namely: physical evidence, reliability, responsiveness, assurance, and empathy. The results of the report show that the quality of licensing services at DPMPTSP Karimun Regency is quite good. This is proven from the results of interviews and observations which state physical evidence (requirements and infrastructure), reliability (systems, mechanisms and procedures as well as implementing competence), responsiveness (time for resolving and handling complaints, suggestions and input), assurance (costs/tariffs and product specifications, type of service), and empathy (executor's behavior) are important factors that have a positive and satisfying effect on customers who use the services at this agency.

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“…The application of Fuzzy Logic is one of the right ways to map an input space in an output space and have a continuous value [11] [10]. Logic that uses the concept of vagueness with many truths expressed in absolute numbers in intervals [0,1] [12]. In Fuzzy Logic, decision-making is done with an inference system called the fuzzy inference system, which is a process of making conclusions based on Fuzzy Logic reasoning.…”

Section: Introductionmentioning

confidence: 99%

A Decision Support System for Evaluation Service Quality by Fuzzy SERVQUAL: A Case Study of a Modern Riteil

Ayu,

Sri Yani

2023

JURIT

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This research was conducted in a retail store in the city of Semarang. The main focus was to measure the quality of service against consumer perceptions and expectations of the retail rate. This study analyses the factors influencing consumer perception and how to design services to match consumer expectations. The population in this study is consumers who shop. The method used in this study is the Fuzzy Servqual method. Based on the results of processing and analysis, it is known that the dimensions that have the highest gap value are the Assurance dimension (-1.5175), while the tangibles dimension (-1.37), reliability (-0.318), responsiveness (-0.176) and empathy (0.315). From the result of the gap value, the empathy dimension is very satisfying, and customers feel comfortable with employee service, friendliness, and assistance with product info at retail. The assurance dimension is a dimension that must be improved by improving the state of the room, temperature, and lighting and providing a safe area for retail protesters.

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SERVQUAL-Based Evaluation of Service Quality in Turkish Health Industry With Fuzzy Logic

Cited by 4 publications

References 40 publications

Modeling students' mathematics achievement and performance through teaching quality: SERVQUAL perspective

Modeling students' mathematics achievement and performance through teaching quality: SERVQUAL perspective

Analisis Kualitas Pelayanan Perizinan Berdasarkan Metode Servqual Pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu Kabupaten Karimun

A Decision Support System for Evaluation Service Quality by Fuzzy SERVQUAL: A Case Study of a Modern Riteil

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