Skip Navigation
Skip to contents

PHRP : Osong Public Health and Research Perspectives

OPEN ACCESS
SEARCH
Search

Search

Page Path
HOME > Search
1 "Farhad Lotfi"
Filter
Filter
Article category
Keywords
Publication year
Authors
Original Article
Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques
Milad Shafii, Sima Rafiei, Fatemeh Abooee, Mohammad Amin Bahrami, Mojtaba Nouhi, Farhad Lotfi, Khatere Khanjankhani
Osong Public Health Res Perspect. 2016;7(4):239-247.   Published online August 31, 2016
DOI: https://doi.org/10.1016/j.phrp.2016.05.001
  • 4,047 View
  • 21 Download
  • 31 Crossref
AbstractAbstract PDF
Objectives
Hospitals as integrated parts of the wide-ranging health care systems have dominant focus on health care provision to meet, maintain and promote people's health needs of a community. This study aimed to assess the service quality of teaching hospitals of Yazd University of Medical Sciences using Fuzzy Analytical Hierarchy Process (FAHP) and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS).
Methods
A literature review and a qualitative method were used to obtain experts' viewpoints about the quality dimensions of hospital services to design a questionnaire. Then, using a self-made questionnaire, perceptions of 300 patients about the quality of delivered services were gathered. Finally, FAHP was applied to weigh each quality dimension and TOPSIS method to rank hospital wards.
Results
Six dimensions including responsiveness, assurance, security, tangibles, health communication and Patient orientation were identified as affecting aspects of hospital services quality among which, security and tangibles got the highest and lowest importance respectively (0.25406, 0.06883). Findings also revealed that in hospital A, orthopedics and ophthalmology wards obtained the highest score in terms of quality while cardiology department got the lowest ranking (0.954, 0.323). In hospital B, the highest and the lowest ranking was belonged to cardiology and surgical wards (0.895, 0.00) while in hospital C, surgical units were rated higher than internal wards (0.959, 0.851).
Conclusion
Findings emphasized that the security dimension got the lowest ranking among SERVQUAL facets in studied hospitals. This requires hospital executives to pay special attention to the issue of patients’ security and plan effectively for its promotion.

Citations

Citations to this article as recorded by  
  • Developing a comprehensive service quality model for online to offline e-commerce platforms using a hybrid model
    QiGan Shao, James J. H. Liou, SungShun Weng, HongBo Jiang, Ting Shao, ZhenWen Lin
    Electronic Commerce Research.2024;[Epub]     CrossRef
  • Healthcare Outcomes of Patients and Antecedents via Teleophthalmology in Eastern Taiwan during COVID-19
    Hsing-Chu Chen, Ching-Yu Chang, Chung-Hung Tsai, Wei-Lin Hsu, Wen-Fang Sung, Yu-Xuan Wu
    Healthcare.2024; 12(16): 1672.     CrossRef
  • Comprehensive Assessment of Slovakian Hospitals Using Financial and Non-Financial Criteria in the COVID-19 Context
    Sylvia Jenčová, Petra Vašaničová, Marta Miškufová
    Economies.2024; 12(9): 255.     CrossRef
  • A multicriteria decision‐making framework for assessing the performance of gynecobstetrics departments: a case study
    Miguel Ortíz‐Barrios, Edward Gutiérrez‐Severiche, Dayana Cómbita‐Niño, Genett Jiménez‐Delgado, Alessio Ishizaka, Maria Barbati, Zulmeira Herrera‐Fontalvo
    International Transactions in Operational Research.2023; 30(1): 328.     CrossRef
  • Healthcare Facilities Redesign Using Multicriteria Decision‐Making: Fuzzy TOPSIS and Graph Heuristic Theories
    Amr A. Hassanain, Mohamed A. A. Eldosoky, Ahmed M. Soliman, Yi-Zhang Jiang
    Journal of Healthcare Engineering.2023;[Epub]     CrossRef
  • A Novel Strategic Approach to Evaluating Higher Education Quality Standards in University Colleges Using Multi-Criteria Decision-Making
    Anas A. Makki, Ammar Y. Alqahtani, Reda M. S. Abdulaal, Ayman I. Madbouly
    Education Sciences.2023; 13(6): 577.     CrossRef
  • EVALUATION OF MANAGERIAL PERFORMANCE BASED ON 360-DEGREE EVALUATION MODEL IN HEAD NURSES OF SHAHID CHAMRAN HEART TRAINING AND MEDICAL CENTER IN ISFAHAN IN 2021
    Moahmmad Reza Shafiei, Mona Saadati, Farimah Shirani, Mohsen Moradi, Reihaneh Niknezhad, Mohammad Akbari
    Nursing and Midwifery Journal.2023; 21(5): 366.     CrossRef
  • Application of multi‐criteria decision‐making approach in healthcare surgical management
    Bhaskar B. Gardas, Nilesh P. Ghongade, Annasaheb H. Jagtap
    Journal of Multi-Criteria Decision Analysis.2022; 29(1-2): 92.     CrossRef
  • Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare
    Serkan Altuntas, Türkay Dereli, Zülfiye Erdoğan
    Kybernetes.2022; 51(2): 846.     CrossRef
  • Healthcare service quality evaluation: An integrated decision-making methodology and a case study
    Ali Karasan, Melike Erdogan, Melih Cinar
    Socio-Economic Planning Sciences.2022; 82: 101234.     CrossRef
  • Utilizing Multi-Criteria Decision Making to Evaluate the Quality of Healthcare Services
    Mohammed Al Awadh
    Sustainability.2022; 14(19): 12745.     CrossRef
  • Pay for performance in hospital management: A case study
    Mohammad Haji Aghajani, Saeed Manavi, Ali Maher, Sima Rafiei, Ali Ayoubian, Ali Shahrami, Raziyeh Ronasiyan, Pooneh Maziar
    International Journal of Healthcare Management.2021; 14(2): 484.     CrossRef
  • An integrated approach for evaluating hospital service quality with linguistic preferences
    Xiaobing Li, Zhen He
    International Journal of Production Research.2021; 59(6): 1776.     CrossRef
  • HASTANE HİZMETLERİ SEKTÖRÜNÜN CRITIC TEMELLİ TOPSIS YÖNTEMİ İLE FİNANSAL PERFORMANSININ DEĞERLENDİRİLMESİ
    Cemre Eda ERKILIÇ
    Pamukkale University Journal of Social Sciences In.2021;[Epub]     CrossRef
  • Identifying and Ranking the Factors Affecting the Choice of Nursing Discipline Among Nursing Students in Iran: A Fuzzy Hierarchical Analysis
    Zohreh Hosseini MARZNAKI, Khatere KHANJANKHANI, Waliu Jawula SALISU, Fatemeh HAJIHOSSEINI, Saeed BARZEGARI
    Journal of Nursing Research.2021; 29(5): e171.     CrossRef
  • Assessment of Quality of Services Delivered to Iranian Patients with Cataract
    Zahra Hashemi Dehaghi, Soad Mahfoozpour, Mahmoud Modiri, Fateme Alipour
    Iranian Red Crescent Medical Journal.2020;[Epub]     CrossRef
  • Fuzzy Multicriteria Modelling of Decision Making in the Renewal of Healthcare Technologies
    Sergio Domínguez, María Carmen Carnero
    Mathematics.2020; 8(6): 944.     CrossRef
  • Evaluation of healthcare service quality factors using grey relational analysis in a dialysis center
    Erdal Aydemir, Yusuf Sahin
    Grey Systems: Theory and Application.2019; 9(4): 432.     CrossRef
  • Pathology the Process of Accreditation of Educational Institutions and Therapeutic Centers and Presentation an Appropriate Model
    MM Chehrzad, AH Mahmoodi, K Fathivajargah, A Khorshidi, SM Samimi-Ardestani
    Research in Medical Education.2019; 11(1): 37.     CrossRef
  • Managerial competencies of head nurses: a model and assessment tool
    Nader Markazi Moghaddam, Sanaz Zargar Balaye Jame, Sima Rafiei, Ali Asghari Sarem, Ashraf Ghamchili, Milad Shafii
    British Journal of Nursing.2019; 28(1): 30.     CrossRef
  • Application of decision making and fuzzy sets theory to evaluate the healthcare and medical problems: A review of three decades of research with recent developments
    Abbas Mardani, Robert E. Hooker, Seckin Ozkul, Sun Yifan, Mehrbakhsh Nilashi, Hamed Zamani Sabzi, Goh Chin Fei
    Expert Systems with Applications.2019; 137: 202.     CrossRef
  • Construction and application of service quality evaluation system in the preclinical research on cardiovascular implant devices
    Yongchun Cui, Fuliang Luo, Boqing Yang, Bin Li, Qi Zhang, Gopika Das, Guangxin Yue, Jiajie Li, Yue Tang, Xin Wang
    BMC Medical Informatics and Decision Making.2019;[Epub]     CrossRef
  • Developing strategies for patient safety implementation: a national study in Iran
    Ali Maher, Ali Ayoubian, Sima Rafiei, Donya Sheibani Tehrani, Farnaz Mostofian, Pooneh Mazyar
    International Journal of Health Care Quality Assur.2019; 32(8): 1113.     CrossRef
  • Sağlık Sektöründe Hizmet Kalitesinin Çok Ölçütlü Karar Verme Yöntemleri İle Değerlendirilmesi: Ankara’da Bir Uygulama
    Leman İnci Çanakçı Yüksel, Murat Arıkan
    Uludağ University Journal of The Faculty of Engine.2019; : 13.     CrossRef
  • Service Quality Evaluation of Container Terminals through AHM and Membership Degree Transformation
    S. Hemalatha, Lingaraju Dumpala, B. Balakrishna
    Materials Today: Proceedings.2019; 18: 155.     CrossRef
  • Konya İlinde Bulunan Özel Hastanelerdeki Hizmet Kalitesinin Ölçülmesi: Akademik Personele Yönelik Araştırma
    Büşra Güler, Saadettin Erhan Kesen
    Selçuk Üniversitesi Sosyal Bilimler Meslek Yükseko.2019; 22(2): 526.     CrossRef
  • Sağlık Otelciliğinde Hizmet Kalitesinin Marka Performansı Üzerine Etkisi
    Çiğdem UNURLU
    Anadolu Üniversitesi Sosyal Bilimler Dergisi.2019; 19(4): 61.     CrossRef
  • Multicriteria decision analysis (MCDA) in health care: a systematic review of the main characteristics and methodological steps
    Talita D. C. Frazão, Deyse G. G. Camilo, Eric L. S. Cabral, Ricardo P. Souza
    BMC Medical Informatics and Decision Making.2018;[Epub]     CrossRef
  • Service quality evaluation and ranking of container terminal operators through hybrid multi-criteria decision making methods
    S. Hemalatha, Lingaraju Dumpala, B. Balakrishna
    The Asian Journal of Shipping and Logistics.2018; 34(2): 137.     CrossRef
  • Identification of Key Success Factors in the Marketing of Cosmetics Based on Knowledge, Attitude and Practice (KAP) Analysis Using Topsis Technique (The Case of Iran)
    Mehdi Mohammadzadeh, Shirin Hashemi, Faranak Salmannejad, Tayebeh Ghari
    Pharmaceutical Sciences.2017; 23(3): 222.     CrossRef
  • Evaluation and Ranking of Service Quality in Four Public Hospitals in Iran using “Multi-Criteria Decision Making Methods”
    Mohammad Ali Beheshtinia, Ahmad Torkzad
    Journal of Health Promotion Managment.2017; 7(2): 34.     CrossRef

PHRP : Osong Public Health and Research Perspectives
TOP