The Evaluation of Service Quality in Health Sector with Multi-Criteria Decision Making Methods: A Case Study in Ankara

Year 2019, Volume: 24 Issue: 3, 13 - 30, 31.12.2019

Leman İnci Çanakçı Yüksel Murat Arıkan

https://doi.org/10.17482/uumfd.450667

Abstract

The concept of quality in service sector is more related to the customers‟ perception in
comparison with production sector. This makes it mandatory for service providers to constantly develop
customer-focused quality improvement methods. Multi-Criteria Decision Making (MCDM) Methods
contribute to the quality improvements efforts of service providers in their fields by means of defining the
values of priorities and choices. In this study, the service quality of hospital types in Ankara province is
evaluated by using MCDM methods. The opinions of patients are collected with the help of a
questionnaire. The Analytical Hierarchy Process (AHP) is used to determine the weights of the criteria in
the questionnaire. Criterion weights and questionnaire responses are used as data for the TOPSIS method
based on the 2-tuple Linguistic Representation Model. By means of this method, hospital types (private,
training and research, public and university) in Ankara are ranked in respect of their service quality.
Private hospitals in Ankara seem to provide services with better quality when compared with other types
of hospitals.

Keywords

Service quality in health sector, Multi-Criteria Decision Making, 2-tuple Linguistic Representation Model, TOPSIS

SAĞLIK SEKTÖRÜNDE HİZMET KALİTESİNİN ÇOK ÖLÇÜTLÜ KARAR VERME YÖNTEMLERİ İLE DEĞERLENDİRİLMESİ: ANKARA’DA BİR UYGULAMA

Abstract

Hizmet sektöründe kalite kavramı, üretim sektörüne göre müşterinin algısına çok daha bağımlıdır. Bu
da hizmet sunucularının sürekli müşteri odaklı kalite iyileştirme yöntemleri geliştirmesini zorunlu hale
getirmektedir. Çok Ölçütlü Karar Verme (ÇÖKV) yöntemleri, önceliklerin ve seçimlerin değerlerinin
belirlenmesini sağlayarak hizmet sunucularının kendi alanlarıyla ilgili kalite iyileştirme çalışmalarına
katkıda bulunmaktadır. Bu çalışmada, ÇÖKV yöntemleri ile Ankara ilindeki hastane türlerinin hizmet
kaliteleri değerlendirilmiştir. Hizmet yararlanıcılarının görüşleri anket yardımı ile toplanmıştır. Ankette
yer alan kriterlerin ağırlıklarının belirlenmesi için ise Analitik Hiyerarşi Prosesi (AHP)‟nden
yararlanılmıştır. Kriter ağırlıkları ile anket cevapları, 2-Elemanlı Dilsel Temsil Modeline Dayalı Bulanık
TOPSIS için veri olarak kullanılmıştır. Bu yöntem ile Ankara'da yer alan hastane türleri (özel, eğitim ve
araştırma, devlet ve üniversite) hizmet kalitelerine göre sıralanmıştır. Ankara'da bulunan özel
hastanelerin diğer hastane türlerinden daha kaliteli hizmet sunduğu sonucuna ulaşılmıştır. 

Keywords

Sağlık sektöründe hizmet kalitesi, Çok Ölçütlü Karar Verme, 2-elemanlı Dilsel Temsil Modeli, TOPSIS

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