Abstract: Purpose of this study is to develop a customized service quality assessment model for diabetes care. The research identifies factors important for the quality of diabetes care. The study further uses factor analysis to identify the factors representing a single underlying construct. The Interpretative Structural Modelling was used to find out whether and how factors are related. In the end, research finds the priority weight of the factors using Analytic Hierarchy Process (AHP). The six factors identified from the study were (1) Employee Attitude (2) Care Delivery (3) Cost of Care (4) Cleanliness & Privacy (5) Customer Relationship and (6) Process Flexibility. The factors having the highest importance for the implementation of quality practices was employee attitude while the factor at lowest level was the cost of care. The weight calculated using AHP concurs with earlier findings using ISM Model.
Keywords: Quality Assessment, Diabetes Care, Factor Analysis, ISM, AHP
Recieved: 15.02.2019 Accepted: 24.05.2019 UDC: 005.6