Monitoring patient dissatisfaction : a methodology based on SERVQUAL scale and statistical process control charts
Serkan Altuntas, Turkay Dereli and İhsan Kaya
| Year of publication: |
2020
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|---|---|
| Authors: | Altuntas, Serkan ; Dereli, Türkay ; Kaya, İhsan |
| Published in: |
Total quality management & business excellence. - Abingdon : Routledge, Taylor & Francis Group, ISSN 1478-3371, ZDB-ID 2129076-3. - Vol. 31.2020, 9, p. 978-1008
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| Subject: | attribute control chart | hospital service quality | Patient dissatisfaction | SERVQUAL scale | standardised u-chart | Krankenhaus | Hospital | Dienstleistungsqualität | Service quality | Statistische Qualitätskontrolle | Statistical quality control | Qualitätsmanagement | Quality management | Patienten | Patients | Kundenzufriedenheit | Customer satisfaction | Messung | Measurement | Statistische Methode | Statistical method |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2018.1457434 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012256679