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.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Advanced Operations Management
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
