A Comparative Analysis of E-Service Quality in Health Care: Evidence from Turkey During and Post-COVID Era

Abstract

PurposeThis study aims to compare the e-service quality of health-care services during and the post-Covid-19 outbreak in Turkey. In addition, the relationship between patient appointments made through e-services and satisfaction was measured.Design/methodology/approachTwo different studies were conducted during and after the Covid-19 period. Data were evaluated with Fuzzy Importance, Expected Performance and Priority Analysis (FIEPA) with compromise ranking method (VIKOR).FindingsConsumers' expectations and managers' priorities differ in both periods. The design dimension is the most critical priority that requires improving e-service quality in health care during a pandemic. In the post-pandemic era, the interaction dimension gained importance and has become a priority in resource allocation. The date of a doctor's appointment obtained from online appointment systems affects satisfaction, and this situation should be considered in e-services.Practical implicationsManagers should consider these differences and update their e-services by acting quickly in cases such as pandemics. Study 2 showed that the sanctions implemented by the Ministry of Health to prevent inconvenience to patients who fail to attend their appointments despite booking them are effective.Originality/valueTo the best of the authors' knowledge, this is the first study to compare e-service quality in health care in the Covid-19 pandemic era and the post-Covid-19 pandemic era. The findings have important implications for future research and policy, and this research fills a gap in the literature.