Service quality and satisfaction in healthcare sector of Pakistan—the patients' expectations
SA Javed, F Ilyas - International journal of health care quality …, 2018 - emerald.com
Purpose The purpose of this paper is to assess the influence of patients' expectations from
healthcare service quality on their satisfaction with nursing in public and private hospitals of …
healthcare service quality on their satisfaction with nursing in public and private hospitals of …
Integration of SERVQUAL, Analytical Kano, and QFD using fuzzy approaches to support improvement decisions in an entrepreneurial education service
Quality tools such as Kano's model, SERVQUAL, and Quality Function Deployment (QFD)
have been used to design and improve services. Although these tools can be used …
have been used to design and improve services. Although these tools can be used …
Quality function deployment: more than a design tool
Purpose This paper aims to investigate to what extent quality function deployment (QFD) can
be used in quality improvement rather than design activities. Design/methodology/approach …
be used in quality improvement rather than design activities. Design/methodology/approach …
Evaluation of outpatient satisfaction and service quality of Pakistani healthcare projects: application of a novel synthetic grey incidence analysis model
Purpose The purpose of this paper is to analyse the relationship between outpatient
satisfaction and the five constructs of healthcare projects' service quality in Pakistan using …
satisfaction and the five constructs of healthcare projects' service quality in Pakistan using …
An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study
S Altuntas, S Kansu - Kybernetes, 2020 - emerald.com
Purpose The purpose of this paper is to propose an innovative and integrated approach
based on service quality measurement (SERVQUAL), quality function deployment (QFD) …
based on service quality measurement (SERVQUAL), quality function deployment (QFD) …
The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers
Purpose The purpose of this paper is to investigate the impact of multidimensional service
quality on word of mouth (WOM) in university on-campus healthcare centers …
quality on word of mouth (WOM) in university on-campus healthcare centers …
An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses
MA Alsaggaf, A Althonayan - Journal of Enterprise Information …, 2018 - emerald.com
Purpose The purpose of this paper is to investigate the effects of customer perceptions of
service quality on electronic word of mouth (eWOM) and switching intentions through …
service quality on electronic word of mouth (eWOM) and switching intentions through …
Factors influencing electronic word of mouth behavior in higher education institutions
The purpose of this study is to examine the impacts of the HEdPERF model on positive
electronic word of mouth (eWOM) through mediating variables of student commitment …
electronic word of mouth (eWOM) through mediating variables of student commitment …
The influence of service quality and marketing ethics on relationship marketing outcome in private hospitals
This paper investigates the impacts of service quality and marketing ethics dimensions on
patient satisfaction, ultimately affecting patient loyalty and word-of-mouth in private hospitals …
patient satisfaction, ultimately affecting patient loyalty and word-of-mouth in private hospitals …
Get connected with your Takaful representatives: Revisiting customer loyalty through relationship marketing and service quality
Purpose Marketing investigations on the concomitant variables of both service quality and
relationship marketing are very scarce. Hence, the purpose of this study is to examine the …
relationship marketing are very scarce. Hence, the purpose of this study is to examine the …