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Monitoring patient dissatisfaction: a methodology based on SERVQUAL scale and statistical process control charts
Altuntaş, Serkan; Dereli, Türkay; Kaya, İhsan (Taylor & Francis Online, 2020)In this study, a methodology has been suggested to monitor patient dissatisfaction in hospitals. The proposed methodology uses the service quality (SERVQUAL) scale and statistical process control charts, namely standardised ...