IDEAS home Printed from https://ideas.repec.org/a/ege/journl/v12y2012i1p97-106.html
   My bibliography  Save this article

An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study

Author

Listed:
  • Serkan ALTUNTAS

    (Bayburt University, Faculty of Engineering, Department of Industrial Engineering)

  • Engin YENER

    (Bayburt University, Faculty of Engineering, Department of Civil Engineering)

Abstract

A new innovative approach based on theory of inventive problem solving (TRIZ) and the quality service measurement scale (SERVQUAL) is proposed to improve the quality of health-care service. TRIZ is used at a wide range of area in industrialized countries to solve problems, while SERVQUAL is used very extensively to measure quality of service sector (especially in health-care service) by many researchers. Su et al. (2008) proposed a systematic framework based on TRIZ to solve the service quality problems. The aim of this study is to develop a methodology to improve the quality of health-care service sector by adapting the SERVQUAL scale parameters to TRIZ in the light of the study by Su et al. (2008). Firstly, we mapped the determinants of SERVQUAL scale with the analogical explanations of the 39 TRIZ engineering parameters. Then, questionnaire was prepared for confirming our study. Questionnaire was applied to ten doctors (three of them are Professors (academic) and the rest of them are regular doctors) at the Ataturk University Hospital in Turkey. Finally, a case study was conducted to show how to apply this new innovative approach. Application area of TRIZ is extended thanks to this study.

Suggested Citation

  • Serkan ALTUNTAS & Engin YENER, 2012. "An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 12(1), pages 97-106.
    • Handle: RePEc:ege:journl:v:12:y:2012:i:1:p:97-106
    as

    Download full text from publisher

    File URL: http://www.onlinedergi.com/makaledosyalari/51/pdf2012_1_9.pdf
    Download Restriction: no
    File URL: http://onlinedergi.com/arsiv/arsivDetay.aspx?yil=2012&peryot=1
    File Function: Website of the journal issue
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Chao-Ton Su & Chin-Sen Lin, 2008. "A case study on the application of Fuzzy QFD in TRIZ for service quality improvement," Quality & Quantity: International Journal of Methodology, Springer, vol. 42(5), pages 563-578, October.
    2. Arash Shahin & Masoud Pourhamidi, 2011. "Service TRIZ: an approach for service quality design – with a case study in the hospitality industry," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 5(4), pages 291-308.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Miroslav Kneževic & Slobodan Cerovic & Vladimir Džamic & Tijana Radojevic, 2017. "Total Quality Management Implementation and Guest Satisfaction in Hospitality," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 124-124, February.
    2. Ronald J. Degen, 2013. "Satisfaction of Patients in Health Care: Some Critical Issues with Research Projects that Measure Satisfaction," Working Papers 95, globADVANTAGE, Polytechnic Institute of Leiria.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ching-Wen Chen, 2012. "Modeling and initiating knowledge management program using FQFD: a case study involving a healthcare institute," Quality & Quantity: International Journal of Methodology, Springer, vol. 46(3), pages 889-915, April.
    2. Radosław Wolniak, 2013. "The assessment of significance of benefits gained from the improvement of quality management systems in Polish organizations," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(1), pages 515-528, January.
    3. Ong, Ardvin Kester S. & Prasetyo, Yogi Tri & Kishimoto, Ryuichi T. & Mariñas, Klint Allen & Robas, Kirstien Paola E. & Nadlifatin, Reny & Persada, Satria Fadil & Kusonwattana, Poonyawat & Yuduang, Nat, 2023. "Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines," Utilities Policy, Elsevier, vol. 80(C).
    4. Ainhoa Rodriguez Oromendía & María Dolores Reina Paz & Ramón Rufín, 2015. "Research Note: Relationship versus Transactional Marketing in Travel and Tourism Trade Shows," Tourism Economics, , vol. 21(2), pages 427-434, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ege:journl:v:12:y:2012:i:1:p:97-106. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Baris Gök (email available below). General contact details of provider: https://edirc.repec.org/data/iiegetr.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.