Abstract
A case study of evaluating service quality of orthopedic department at a regional hospital located in central Taiwan is presented. The questionnaire was designed based on SERVQUAL model with 22 items. In addition, importance-performance analysis (IPA) was applied to identify the major strengths and weaknesses in this study. For the degree of importance, physicians' expertise has the highest importance but neat dressed staff is the least important item. In contrast to importance, physicians' expertise has the highest performance rating, while convenient transportation and parking convenience receives the lowest performance rating from patients' points of view. To further applying IPA to identify major strengths and weaknesses, the results show that there is no major weakness at orthopedic department, while there are nine major strengths from patients' viewpoints. Therefore, these nine major strengths mainly belonging to tangibility should be maintained to gain competitive advantage.
| Original language | English |
|---|---|
| Pages (from-to) | 50-68 |
| Number of pages | 19 |
| Journal | International Journal of Management and Decision Making |
| Volume | 12 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - 2012 Dec 24 |
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All Science Journal Classification (ASJC) codes
- Decision Sciences(all)
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A case study of applying importance-performance analysis in orthopedic department to evaluate service quality. / Wu, Hsin Hung; Hsieh, Shu Min.
In: International Journal of Management and Decision Making, Vol. 12, No. 1, 24.12.2012, p. 50-68.Research output: Contribution to journal › Article
TY - JOUR
T1 - A case study of applying importance-performance analysis in orthopedic department to evaluate service quality
AU - Wu, Hsin Hung
AU - Hsieh, Shu Min
PY - 2012/12/24
Y1 - 2012/12/24
N2 - A case study of evaluating service quality of orthopedic department at a regional hospital located in central Taiwan is presented. The questionnaire was designed based on SERVQUAL model with 22 items. In addition, importance-performance analysis (IPA) was applied to identify the major strengths and weaknesses in this study. For the degree of importance, physicians' expertise has the highest importance but neat dressed staff is the least important item. In contrast to importance, physicians' expertise has the highest performance rating, while convenient transportation and parking convenience receives the lowest performance rating from patients' points of view. To further applying IPA to identify major strengths and weaknesses, the results show that there is no major weakness at orthopedic department, while there are nine major strengths from patients' viewpoints. Therefore, these nine major strengths mainly belonging to tangibility should be maintained to gain competitive advantage.
AB - A case study of evaluating service quality of orthopedic department at a regional hospital located in central Taiwan is presented. The questionnaire was designed based on SERVQUAL model with 22 items. In addition, importance-performance analysis (IPA) was applied to identify the major strengths and weaknesses in this study. For the degree of importance, physicians' expertise has the highest importance but neat dressed staff is the least important item. In contrast to importance, physicians' expertise has the highest performance rating, while convenient transportation and parking convenience receives the lowest performance rating from patients' points of view. To further applying IPA to identify major strengths and weaknesses, the results show that there is no major weakness at orthopedic department, while there are nine major strengths from patients' viewpoints. Therefore, these nine major strengths mainly belonging to tangibility should be maintained to gain competitive advantage.
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UR - http://www.scopus.com/inward/citedby.url?scp=84871332449&partnerID=8YFLogxK
U2 - 10.1504/IJMDM.2012.051041
DO - 10.1504/IJMDM.2012.051041
M3 - Article
AN - SCOPUS:84871332449
VL - 12
SP - 50
EP - 68
JO - International Journal of Management and Decision Making
JF - International Journal of Management and Decision Making
SN - 1462-4621
IS - 1
ER -