How hospitals choose a quality management system: relevant criteria in large Spanish hospitals
Article Abstract:
Data from 42 respondents were analyzed in studying quality management systems (QMS) selection practice of managers in Spanish hospitals with a size of more than 400 beds. It was found that QMS, such as Joint Commission, ISO 9001 and EFQM, are widely implemented by hospitals in Spain, and that managers choose QMS based on 16 important criteria. Significance of each criterion on different QMS is discussed.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2007
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Online travel service quality: the role of pre-transaction services
Article Abstract:
A comprehensive review of the literature on online service quality that applies the theory to online travel offerings is described and an empirical study of quality perceptions of pre-transaction services provided on three-travel web sires are reported. The effects on customer responses were measured for process and outcome dimensions of online service quality.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2004
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Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality
Article Abstract:
The five dimensions of SERVQUAL are integrated, which were tested in the hospital using Fuzzy set theory. The results enabled managers to collate the service strategy of benchmarking hospital and competitors in the local market and also permitted the hospital decision-makers to consider the weight of the five dimensions while modifying the service strategy.
Publication Name: Total Quality Management & Business Excellence
Subject: Business, general
ISSN: 1478-3363
Year: 2004
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