Designing a Method Based on the Combination of Service Quality Measurement Models Using Multi Attribute Decision Making Techniques: Case Study of Shiraz City Hospitals

Customer orientation and focusing on service quality are the key success factors of service organizations. How to measure service quality is the ever problem for service industries due to the importance of service quality and its significant effect on customer satisfaction. This study attempted to develop a construct for measuring service quality in healthcare context. By using an almost comprehensive literature review, different dimensions of measuring service quality are identified. After finalizing the dimensions, a random sampling method is used for collecting data from patients in hospitals. A structural equation modeling approach is used for analyzing the data. The findings indicate that the dimensions of the proposed model are of high validity and reliability for measuring service quality in healthcare sector. Reliability, responsiveness, assurance, atmosphere and tangibles, output quality and social responsibility can be considered as the dimensions of service quality in healthcare sector.