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

Erdal Aydemir (Department of Industrial Engineering, Engineering Faculty, Suleyman Demirel University, Isparta, Turkey)
Yusuf Sahin (Department of Business Administration, Burdur Mehmet Akif Ersoy University, Burdur, Turkey)

Grey Systems: Theory and Application

ISSN: 2043-9377

Article publication date: 23 September 2019

Issue publication date: 30 September 2019




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.


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.


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.


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.



The authors would like to thank Dialysis Center, Isparta, Turkey for supporting this study and the anonymous referees for their useful suggestions to improve the paper.


Aydemir, E. and Sahin, Y. (2019), "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.



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