Prioritization of Service Quality Dimension and Performance Indicators Using Analytic Network Process with the Approach of Balanced Score Card; a Case Study

Customer satisfaction is an important parameter of a hospital as a service organization. In this study, taking into account that service quality as a parameter that influences customer satisfaction; is in connection with performance indicators. The dimensions of service quality and performance indicators in Saadi hospital; Isfahan city; Iran; were prioritized using Analytic Network Process and with the approach of Balanced Score Card. To do this; the service quality in the surgery department of Saadi Hospital was measured using the standard questionnaire of SERVQUAL model; and service quality gap was determined in the five dimensions of service quality. The performance indicators were chosen with the approach of Balanced Score Card. Results showed that the empathy and responsiveness dimensions had the highest priority respectively and the internal processes; learning and growth indictors had the highest priority respectively.