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TARIM, MEHVEŞ

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MEHVEŞ

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2003 - 20102
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End date: 2019 × Subject: EXPECTATIONS ×

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    A low performance-low quality trap in the non-profit healthcare sector in Turkey and a solution
    (ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2003) TARIM, MEHVEŞ; Kara, A; Tarim, M; Zaim, S
    This paper develops a dynamic model of service performance and service quality and shows that the non-profit healthcare sector in Turkey, which performs a useful function of providing affordable healthcare services to low-income people, is trapped into a stable intertemporal equilibrium characterized by low levels of service performance and service quality. The model enables us to present an empirically demonstrated solution to this problem of low performance-low quality trap. The solution, which stipulates a particular policy for the supplier's provision of services, helps the sector to move from the low performance-low quality equilibrium to a high performance-high quality equilibrium.
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    An evaluation of SERVQUAL and patient loyalty in an emerging country context
    (ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD, 2010) TARIM, MEHVEŞ; Lonial, Subhash; Menezes, Dennis; Tarim, Mehves; Tatoglu, Ekrem; Zaim, Selim
    The growth of the service sector in the US spawned a strong interest and growing body of literature related to the measurement of service quality. SERVQUAL, a multi-item scale first proposed by Parasuraman, Zeithaml, and Berry (1985), has been used for measuring customer perceptions of service quality across a wide variety of service environments including healthcare in the US. There is a dearth of research that relates to an evaluation of SERVQUAL across various cultural and economic environments. This empirical study is an attempt to fill this gap by focusing on the healthcare environment in Istanbul, Turkey. In addition to a rigorous evaluation of SERVQUAL using confirmatory factor analysis, measures of internal consistency and discriminant validity, the relationships between the various dimensions of SERVQUAL, an overall measure of service quality and patient loyalty are evaluated using structural equations modelling and path analysis. A number of hypotheses are developed and tested. The results suggest that SERVQUAL and its dimensions of perceived service quality are reliable and valid across cultural and economic environments in the context of healthcare/hospital albeit some need for adaptation. Path analysis indicates that service quality directly affects both overall quality of and feelings toward hospital services. Overall quality affects customer repatronage intentions and feelings towards hospital services. However, no significant relationship was found between service quality and repatronage intention.