Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center


GREY SYSTEMS-THEORY AND APPLICATION, vol.9, no.4, pp.432-448, 2019 (SCI-Expanded) identifier

  • Publication Type: Article / Article
  • Volume: 9 Issue: 4
  • Publication Date: 2019
  • Doi Number: 10.1108/gs-01-2019-0001
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED)
  • Page Numbers: pp.432-448
  • Keywords: Dialysis centre, Grey relational analysis, Healthcare service quality, Patient satisfaction, SATISFACTION, MODEL, PERCEPTIONS, SECTOR, VIKOR
  • Süleyman Demirel University Affiliated: Yes


Purpose The purpose of this paper is to investigate the relative influences of technical and functional quality levels of service quality and patient satisfaction. In this context, the healthcare service quality and the factors affecting customer satisfaction were evaluated using the grey relational analysis (GRA) method. Design/methodology/approach This is a survey-based study which involves 15 patients in a dialysis center, so the GRA is applied to clarify the uncertainty on service quality level with a limited number of patients without any statistical distribution. In order to reveal whether service quality and customer satisfaction are two different structures, a GRA model is built with ten different quality factors. Findings Results show that each quality factor has a different effect on the quality of service. Another important finding is that service quality and customer satisfaction are different structures for customers. Practical implications - The results enable healthcare managers to understand the importance of patient care and the importance of service quality if they want to facilitate their use of their expectations in related factors. Originality/value The study is the first in terms of the application of GRA models in a private health institution operating in Turkey. Successful implementation of the GRA method allows a reasonable decision to be made with a limited number of data at hand. It is considered that the method can be used successfully in other health institutions in the Turkish Health System.