Abstract:

The concept of quality in the service sector is much more dependent on the perception of the customer compared to the manufacturing sector. This also requires service servers to constantly develop customer-oriented quality improvement methods. Multi-dimensional decision-making methods, ensuring the determination of the values of priorities and choices, contribute to the quality improvement work of service servers in their own fields. In this study, the CÖKV methods and the quality of services of the types of hospitals in the province of Ankara have been evaluated. The opinions of the service users were collected with the help of the survey. To determine the weight of the criteria included in the survey, the Analytical Hierarchy Process (AHP) was used. The survey answers with the criterion weights were used as data for the 2-Eleman Language Representative Model Based on the Bully TOPSIS. With this method, the types of hospitals located in Ankara (special, education and research, state and university) are ranked according to the quality of service. The result is that private hospitals located in Ankara provide better quality services than other types of hospitals.

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