Akademik Veri Yönetim Sistemi
International Journal of Pharmaceutical and Healthcare Marketing, cilt.19, sa.4, ss.981-1001, 2025 (ESCI, Scopus)
Purpose: This 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/approach: Two 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). Findings: Consumers’ 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 implications: Managers 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/value: To 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.