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A CASE STUDY: APPLYING DEMATEL APPROACH TO DETERMINE FACTORS AFFECTING HOSPITAL SERVICE QUALITY IN A UNIVERSITY HOSPITAL

Year 2018, Volume 16, Issue 32, 11 - 28, 29.11.2018

Abstract

There are many studies in the literature that utilized SERVQUAL model for measuring service quality. In this study, first of all, the factors determining service quality were identified from point of views of patients or those of their relatives by using the SERVQUAL model via a field study. The result of this research; reveals nine essential factors; appearance of service personnel, doctors attitude towards patients, sufficient exploratory information on the status of patients, warm and comfortable environment, staffs’ experience level,  feeling of trust to services, sufficiency of medical equipment, communication skills, advice on rational medicine usage. After identifying the main factors affecting service quality, the importance level of each of the identified factors as well as the causal relationships among them are determined by applying the DEMATEL (Decision Making Trial and Evaluation Laboratory) method, which is one of the multi-criteria decision making methods, to the hospital administrators that are regarded as experts within the field of health. According to the results of the study, patients’ feeling a sense of security from the medical services provided to them emerged as the most important factor in determining service quality, whereas dress and tidy appearance of service personnel appears to be the least significant factor.

References

  • Aksakal E. and Dağdeviren M. (2010) ANP ve DEMATEL Yöntemleri ile Personel Seçimi Problemine Bütünleşik bir Yaklaşım, J. Fac. Eng. Arch. Gazi Univ, 25 (4), 905-913.
  • Andaleeb, S. S. (2001) Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359–1370.
  • Babakus, E. and Mangold, W.G. (1992) Adapting the SERVQUAL scale to hospital services: an empirical investigation, Helath Serv. Res. 26(6), 767-786.
  • Bowers M., Swan J. and Koehler, W. (1994) What attributes determine quality and satisfaction with helath care delivery?, Health Care Manage Rev. 19 (4), 49-55.
  • Bowers, M. R. and Kiefe, C. I. (2002) Measuring health-care quality: Comparing and contrasting the medical and the marketing approaches. American Journal of Medical Quality, 17(4), 136.
  • Büyüközkan, G., Çiftçi, G. and Guleryuz, S. (2011) Strategic analysis of healthcare service quality using fuzzy AHP methodology,Expert Systems with Applications, 38 9407–9424.
  • Chakravarty. C.A. (2011) Evaluation of Service Quality of Hospital Outpatient Department Services, MJAFI, 67 (3).
  • Chang B., Chang, C., W., C. And Wuc, C. (2011) Fuzzy DEMATEL method for developing supplier selection criteria, Expert Systems with Applications 38, 1850–1858.
  • Chang, W., Wei, C. and Hwang, N. (2006) An Approach to Maximize Hospital Service Quality under Budget Constraints, Total Quality Management, 17 (6), 757-774.
  • Dean, A. M. (1999) The applicability of SERVQUAL in different health care environments. Health Marketing Quarterly, 16(3), 1–21.
  • Fontela. E., & Gabus. A. (1976) The DEMATEL observer, DEMATEL 1976 Report, Switzerland Geneva: Battelle Geneva Research Center.
  • Hsu, C., Wang, F. and Tzeng, G. (2012) The best vendor selection for conducting the recycled material based on a hybrid MCDM model combining DANP with VIKOR, Resources, Conservation and Recycling 66 95 – 111.
  • Hwang, C. and Lin, M. (1987) Group Decision Making under Multiple Criteria, Springer-Verlag, Berlin.
  • Kaiser H.F. (1974) An index of factorial simplicity, Psychometrika, 39 (1), 31-36.
  • Lam, S. S. K. (1997) SERVQUAL: A tool for measuring patients’ opinions of hospital service quality in Hong Kong. Total Quality Management, 8(4), 145–152.
  • Lee Y.C., Yen T.M. and Tsai C.H., (2008) Using importance-performance analysis and decision making trial and evaluation laboratory to enhance order-winner criteria – a study of computer industry,Inf. Technol. J., 7 (3), 396-408.
  • Lee, H., Delene, L. M., Bunda, M. A., and Kim, C. (2000) Methods of measuring healthcare service quality. Journal of Business Research, 48, 233–246.
  • Lee, M. A. and Yom, Y. H. (2007) A comparative study of patients’ and nurses’ perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Studies, 44, 545–555.
  • Li, L. (1997) Relationships between determinants of hospital quality management and service quality performance – A path analytic model. Omega, 25(5), 535–545.
  • Lim, P. and Tang, N. (2000) Study of patients’ expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290–299.
  • Lin, C. and Tzeng, G. (2009) A value-created system of science (technology) park by using DEMATEL, Expert Systems with Applications 36, 9683–9697.
  • Liu, C., Tzeng, G. and Lee M. (2012) Improving tourism policy implementation - The use of hybrid MCDM models, Tourism Management 33, 413-426.
  • Ou, S., Liu L. and Chin K. (2014) Enhancing Risk Communication for More Effective Epidemic Control in Taiwan, Asia-Pacific Journal of Public Health, 26(1), 85–92.
  • Pakdil, F. and Harwood, T. N. (2005) Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15–30.
  • Parasuman, A., Zeithaml V.A. and Berry L.L. (1985) A Conceptual Model of Services Quality and Its Implication for Future Research, Journal of Marketing, 49 (4), 41-50.
  • Purcarea, V.L., Gheorghe I.R. and Petrescub, C.M. (2013) The Assessment of Percieved Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale, Procedia Economics and Finance, 6 573-585.
  • Shieh J., Wu H. and Huang K. (2010) A DEMATEL method in identifying key success of hospital service quality, Knowledge-Based Systems, 23, 277-288.
  • Taner, T. and Antony, J. (2006) Comparing Public and Private Hospital Care Service Quality in Turkey,Leadership in Health Services, 19 (2), 1-10.
  • Tsai, W., Chou, Y., Lee, K., Lin, W. and Hwang, E.T.Y (2013) Combining Decision Making Trial and Evaluation Laboratory with Analytic Network Process to Perform an Investigation of Information Technology Auditing and Risk Control in an Enterprise Resource Planning Environment, Systems Research and Behavioral Science Syst. Res. 30, 176–193.
  • Varma, K., Kumar, K.S. (2012 ) Criteria AnalysisAiding Portfolio Selection Using DEMATEL, Procedia Engineering 38, 3649 – 3661.
  • Wisniewski, M. and Wisniewski, H. (2005) Measuring service quality in a hospital colposcopy clinic. International Journal of Health Care Quality Assurance, 18(3), 217–228.
  • Wu, W. (2008) Choosing knowledge management strategies by using a combined ANP and DEMATEL approach, Expert Systems with Applications 35 828–835.
  • Zhou, Q., Huang, W and Zhang, Y. (2011) Identifying critical success factors in emergency management using a fuzzy DEMATEL method, Safety Science 49, 243–252.

Year 2018, Volume 16, Issue 32, 11 - 28, 29.11.2018

Abstract

References

  • Aksakal E. and Dağdeviren M. (2010) ANP ve DEMATEL Yöntemleri ile Personel Seçimi Problemine Bütünleşik bir Yaklaşım, J. Fac. Eng. Arch. Gazi Univ, 25 (4), 905-913.
  • Andaleeb, S. S. (2001) Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359–1370.
  • Babakus, E. and Mangold, W.G. (1992) Adapting the SERVQUAL scale to hospital services: an empirical investigation, Helath Serv. Res. 26(6), 767-786.
  • Bowers M., Swan J. and Koehler, W. (1994) What attributes determine quality and satisfaction with helath care delivery?, Health Care Manage Rev. 19 (4), 49-55.
  • Bowers, M. R. and Kiefe, C. I. (2002) Measuring health-care quality: Comparing and contrasting the medical and the marketing approaches. American Journal of Medical Quality, 17(4), 136.
  • Büyüközkan, G., Çiftçi, G. and Guleryuz, S. (2011) Strategic analysis of healthcare service quality using fuzzy AHP methodology,Expert Systems with Applications, 38 9407–9424.
  • Chakravarty. C.A. (2011) Evaluation of Service Quality of Hospital Outpatient Department Services, MJAFI, 67 (3).
  • Chang B., Chang, C., W., C. And Wuc, C. (2011) Fuzzy DEMATEL method for developing supplier selection criteria, Expert Systems with Applications 38, 1850–1858.
  • Chang, W., Wei, C. and Hwang, N. (2006) An Approach to Maximize Hospital Service Quality under Budget Constraints, Total Quality Management, 17 (6), 757-774.
  • Dean, A. M. (1999) The applicability of SERVQUAL in different health care environments. Health Marketing Quarterly, 16(3), 1–21.
  • Fontela. E., & Gabus. A. (1976) The DEMATEL observer, DEMATEL 1976 Report, Switzerland Geneva: Battelle Geneva Research Center.
  • Hsu, C., Wang, F. and Tzeng, G. (2012) The best vendor selection for conducting the recycled material based on a hybrid MCDM model combining DANP with VIKOR, Resources, Conservation and Recycling 66 95 – 111.
  • Hwang, C. and Lin, M. (1987) Group Decision Making under Multiple Criteria, Springer-Verlag, Berlin.
  • Kaiser H.F. (1974) An index of factorial simplicity, Psychometrika, 39 (1), 31-36.
  • Lam, S. S. K. (1997) SERVQUAL: A tool for measuring patients’ opinions of hospital service quality in Hong Kong. Total Quality Management, 8(4), 145–152.
  • Lee Y.C., Yen T.M. and Tsai C.H., (2008) Using importance-performance analysis and decision making trial and evaluation laboratory to enhance order-winner criteria – a study of computer industry,Inf. Technol. J., 7 (3), 396-408.
  • Lee, H., Delene, L. M., Bunda, M. A., and Kim, C. (2000) Methods of measuring healthcare service quality. Journal of Business Research, 48, 233–246.
  • Lee, M. A. and Yom, Y. H. (2007) A comparative study of patients’ and nurses’ perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Studies, 44, 545–555.
  • Li, L. (1997) Relationships between determinants of hospital quality management and service quality performance – A path analytic model. Omega, 25(5), 535–545.
  • Lim, P. and Tang, N. (2000) Study of patients’ expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290–299.
  • Lin, C. and Tzeng, G. (2009) A value-created system of science (technology) park by using DEMATEL, Expert Systems with Applications 36, 9683–9697.
  • Liu, C., Tzeng, G. and Lee M. (2012) Improving tourism policy implementation - The use of hybrid MCDM models, Tourism Management 33, 413-426.
  • Ou, S., Liu L. and Chin K. (2014) Enhancing Risk Communication for More Effective Epidemic Control in Taiwan, Asia-Pacific Journal of Public Health, 26(1), 85–92.
  • Pakdil, F. and Harwood, T. N. (2005) Patient satisfaction in a preoperative assessment clinic: An analysis using SERVQUAL dimensions. Total Quality Management & Business Excellence, 16(1), 15–30.
  • Parasuman, A., Zeithaml V.A. and Berry L.L. (1985) A Conceptual Model of Services Quality and Its Implication for Future Research, Journal of Marketing, 49 (4), 41-50.
  • Purcarea, V.L., Gheorghe I.R. and Petrescub, C.M. (2013) The Assessment of Percieved Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale, Procedia Economics and Finance, 6 573-585.
  • Shieh J., Wu H. and Huang K. (2010) A DEMATEL method in identifying key success of hospital service quality, Knowledge-Based Systems, 23, 277-288.
  • Taner, T. and Antony, J. (2006) Comparing Public and Private Hospital Care Service Quality in Turkey,Leadership in Health Services, 19 (2), 1-10.
  • Tsai, W., Chou, Y., Lee, K., Lin, W. and Hwang, E.T.Y (2013) Combining Decision Making Trial and Evaluation Laboratory with Analytic Network Process to Perform an Investigation of Information Technology Auditing and Risk Control in an Enterprise Resource Planning Environment, Systems Research and Behavioral Science Syst. Res. 30, 176–193.
  • Varma, K., Kumar, K.S. (2012 ) Criteria AnalysisAiding Portfolio Selection Using DEMATEL, Procedia Engineering 38, 3649 – 3661.
  • Wisniewski, M. and Wisniewski, H. (2005) Measuring service quality in a hospital colposcopy clinic. International Journal of Health Care Quality Assurance, 18(3), 217–228.
  • Wu, W. (2008) Choosing knowledge management strategies by using a combined ANP and DEMATEL approach, Expert Systems with Applications 35 828–835.
  • Zhou, Q., Huang, W and Zhang, Y. (2011) Identifying critical success factors in emergency management using a fuzzy DEMATEL method, Safety Science 49, 243–252.

Details

Primary Language Turkish
Journal Section Articles
Authors

Yunus TAŞ (Primary Author)
KOCAELİ ÜNİVERSİTESİ, KOCAELİ SAĞLIK HİZMETLERİ MESLEK YÜKSEKOKULU, TIBBİ HİZMETLER VE TEKNİKLER BÖLÜMÜ, TIBBİ DOKÜMANTASYON VE SEKRETERLİK PR.
Türkiye


Feyyaz Cengiz DİKMEN
KOCAELİ ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ
Türkiye

Publication Date November 29, 2018
Application Date May 2, 2018
Published in Issue Year 2018, Volume 16, Issue 32

Cite

APA Taş, Y. & Dikmen, F. C. (2018). A CASE STUDY: APPLYING DEMATEL APPROACH TO DETERMINE FACTORS AFFECTING HOSPITAL SERVICE QUALITY IN A UNIVERSITY HOSPITAL . Yönetim Bilimleri Dergisi , 16 (32) , 11-28 . Retrieved from https://dergipark.org.tr/en/pub/comuybd/issue/40668/420465