Monitoring patient dissatisfaction : a methodology based on SERVQUAL scale and statistical process control charts
Year of publication: |
2020
|
---|---|
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
|
Subject: | attribute control chart | hospital service quality | Patient dissatisfaction | SERVQUAL scale | standardised u-chart | Dienstleistungsqualität | Service quality | Krankenhaus | Hospital | Statistische Qualitätskontrolle | Statistical quality control | Qualitätsmanagement | Quality management | Kundenzufriedenheit | Customer satisfaction | Patienten | Patients | Messung | Measurement |
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