WHICH CRITERIA DETERMINE THE WINNER FOR PATIENT?

Year 2018, Volume: 2 Issue: 2, 161 - 183, 30.12.2018

Gülin Can , Feride Bahar Işın

Abstract

 

This study
aims to determine the most important hospital preference criteria to provide
guidance for hospital managers who wish to differentiate their hospitals from
their rivals. In this context, preference criteria importance weights are
determined by Kano Model and criteria priority orders are computed by Stochastic
Multi-criteria Acceptability Analysis-2 (SMAA-2) method. The research is
performed in three big private hospitals in Turkey. “Hospital Evaluation Survey”
was performed to 350 patients based on volunteerism for one week by the
researchers in June 2016. As a result of this study, it is identified that the
criteria which have the highest impact on the hospital preferences are the
“waiting time for the examination”, “taking accurate information from the front
desk”, “the politeness level of the doctors” and “finding the doctors
trustable”.

Keywords

SMAA-2, Kano model, hospital, health service, patient

References

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