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dc.contributor.authorAltuntaş, Serkan
dc.contributor.authorDereli, Türkay
dc.contributor.authorErdoğan, Zülfiye
dc.date.accessioned2021-12-24T07:03:25Z
dc.date.available2021-12-24T07:03:25Z
dc.date.issued2021en_US
dc.identifier.citationAltuntas, S., Dereli, T., Erdoğan, Z. (2021). Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in health care. Kybernetes. https://doi.org/10.1108/K-10-2020-0649en_US
dc.identifier.urihttps://doi.org/10.1108/K-10-2020-0649
dc.identifier.urihttps://hdl.handle.net/20.500.12508/1957
dc.description.abstractPurpose This study aims to propose a service quality evaluation model for health care services. Design/methodology/approach In this study, a service quality evaluation model is proposed based on the service quality measurement (SERVQUAL) scale and machine learning algorithm. Primarily, items that affect the quality of service are determined based on the SERVQUAL scale. Subsequently, a service quality assessment model is generated to manage the resources that are allocated to improve the activities efficiently. Following this phase, a sample of classification model is conducted. Machine learning algorithms are used to establish the classification model. Findings The proposed evaluation model addresses the following questions: What are the potential impact levels of service quality dimensions on the quality of service practically? What should be prioritization among the service quality dimensions and Which dimensions of service quality should be improved primarily? A real-life case study in a public hospital is carried out to reveal how the proposed model works. The results that have been obtained from the case study show that the proposed model can be conducted easily in practice. It is also found that there is a remarkably high-service gap in the public hospital, in which the case study has been conducted, regarding the general physical conditions and food services. Originality/value The primary contribution of this study is threefold. The proposed evaluation model determines the impact levels of service quality dimensions on the service quality in practice. The proposed evaluation model prioritizes service quality dimensions in terms of their significance. The proposed evaluation model finds out the answer to the question of which service quality dimensions should be improved primarily?en_US
dc.language.isoengen_US
dc.publisherEmerald Group Publishing Ltd.en_US
dc.relation.isversionof10.1108/K-10-2020-0649en_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectCase studyen_US
dc.subjectClassificationen_US
dc.subjectEvaluation modelen_US
dc.subjectHealth careen_US
dc.subjectMachine learningen_US
dc.subjectService qualityen_US
dc.subject.classificationComputer Science
dc.subject.classificationSERVQUAL
dc.subject.classificationE-Service Quality
dc.subject.classificationConsumer Satisfaction
dc.subject.classificationWeb of Science Core Collection - Science Citation Index Expanded
dc.subject.otherHealth care
dc.subject.otherHospitals
dc.subject.otherLearning algorithms
dc.subject.otherMachine learning
dc.subject.otherQuality control
dc.subject.otherTelecommunication services
dc.subject.otherClassification models
dc.subject.otherDesign/methodology/approach
dc.subject.otherDimensions of service quality
dc.subject.otherEvaluation modeling
dc.subject.otherHealthcare services
dc.subject.otherPhysical conditions
dc.subject.otherPrimary contribution
dc.subject.otherService quality evaluation
dc.subject.otherQuality of service
dc.subject.otherHospitals
dc.titleEvaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in health careen_US
dc.typearticleen_US
dc.relation.journalKybernetesen_US
dc.contributor.departmentMühendislik ve Doğa Bilimleri Fakültesi -- Endüstri Mühendisliği Bölümüen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.contributor.isteauthorErdoğan, Zülfiye
dc.relation.indexWeb of Science - Scopusen_US


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