The purpose of this study is to present a novel fuzzy evaluation framework to analyze service quality in a veterinary hospital in Turkey. Since the veterinary hospital service quality has been studied rarely in the literature, we aim to introduce a new aspect for this topic. A novel fuzzy Analytic Hierarchy Process (AHP) method is developed to determine the service quality expectations in the veterinary hospital. In this study, fuzzy search methodology is applied in order to address the linguistic evaluation scales to tackle with the uncertainty and subjectivity of the evaluation process of the service quality. Service quality performance indicators used in this study are determined based on the SERVQUAL (service quality) dimensions.
Service Quality Analysis with Using a Fuzzy AHP Methodology: A case study in Veterinary Hospital in Turkey
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