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

Author

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  • 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
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    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.
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    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.

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