Monitoring patient dissatisfaction: a methodology based on SERVQUAL scale and statistical process control charts
Citation
Altuntas, S., Dereli, T., Kaya, I. (2020) Monitoring patient dissatisfaction: a methodology based on SERVQUAL scale and statistical process control charts. Total Quality Management & Business Excellence, 31:9-10, 978-1008, DOI: 10.1080/14783363.2018.1457434Abstract
In this study, a methodology has been suggested to monitor patient dissatisfaction in
hospitals. The proposed methodology uses the service quality (SERVQUAL) scale
and statistical process control charts, namely standardised u-control chart. An
empirical research including 618 random samples is conducted to show how the
proposed methodology works in practice. A survey study based on the SERVQUAL
scale is performed to obtain patient dissatisfaction level with respect to five major
criteria, namely tangibility, reliability, responsiveness, assurance and empathy, in a
public hospital in Istanbul, Turkey. This study extends the current limited researches
related to monitoring and obliterating patient dissatisfaction in hospital services. The
current study also contributes to the literature on health-care research in the context
of service business by proposing a methodology to monitor patient dissatisfaction in
hospitals. The findings show that the proposed methodology can be easily and
efficiently conducted in practice.