An Approach Based on TRIZ Methodology and SERVQUAL Scale to Improve the Quality of Health-Care Service: A Case Study

Serkan Altuntas () and Engin Yener ()
Additional contact information
Serkan Altuntas: Bayburt University, Faculty of Engineering, Department of Industrial Engineering
Engin Yener: Bayburt University, Faculty of Engineering, Department of Civil Engineering

Ege Academic Review, 2012, vol. 12, issue 1, 97-106

Abstract: A new innovative approach based on theory of inventive problem solving (TRIZ) and the quality service measurement scale (SERVQUAL) is proposed to improve the quality of health-care service. TRIZ is used at a wide range of area in industrialized countries to solve problems, while SERVQUAL is used very extensively to measure quality of service sector (especially in health-care service) by many researchers. Su et al. (2008) proposed a systematic framework based on TRIZ to solve the service quality problems. The aim of this study is to develop a methodology to improve the quality of health-care service sector by adapting the SERVQUAL scale parameters to TRIZ in the light of the study by Su et al. (2008). Firstly, we mapped the determinants of SERVQUAL scale with the analogical explanations of the 39 TRIZ engineering parameters. Then, questionnaire was prepared for confirming our study. Questionnaire was applied to ten doctors (three of them are Professors (academic) and the rest of them are regular doctors) at the Ataturk University Hospital in Turkey. Finally, a case study was conducted to show how to apply this new innovative approach. Application area of TRIZ is extended thanks to this study.

Keywords: TRIZ; SERVQUAL; hospital; service quality; health-care service quality (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.onlinedergi.com/makaledosyalari/51/pdf2012_1_9.pdf (application/pdf)
http://onlinedergi.com/arsiv/arsivDetay.aspx?yil=2012&peryot=1 Website of the journal issue (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ege:journl:v:12:y:2012:i:1:p:97-106

Access Statistics for this article

Ege Academic Review is currently edited by Özlem Önder

More articles in Ege Academic Review from Ege University Faculty of Economics and Administrative Sciences Contact information at EDIRC.
Bibliographic data for series maintained by Baris Gök ().