Accession number:20100912744071
Title: A DEMATEL method in identifying key success factors of hospital service quality
Authors: Shieh, Jiunn-I (1); Wu, Hsin-Hung (2); Huang, Kuan-Kai (3) Author affiliation:(1) Department of Information Science and Applications, Asia University, Taiwan; (2) Department of Business Administration, National Changhua University of Education, Taiwan;
(3) Department of Computer Science and Information Engineering, Asia University, Taiwan; (4) Department of Administration, Show Chwan Memorial Hospital, Changhua City, Taiwan
Corresponding author:Shieh, J.-I.
(jishieh@yahoo.com.tw)
Source title: Knowledge-Based Systems Abbreviated source title:Knowl Based Syst Volume:23
Issue:3
Issue date:April 2010 Publication year:2010 Pages:277-282
Language:English ISSN:09507051 CODEN:KNSYET
Document type:Journal article (JA)
Publisher:Elsevier, P.O. Box 211, Amsterdam, 1000 AE, Netherlands Abstract:Since National Health Insurance program formally went into effect in March 1995 in Taiwan, the residents enjoy high quality but relatively cheaper medical care compared with the most developed countries. To manage a hospital successfully, the important goals are to attract and then retain as many patients as possible by meeting potential demands of various kinds of the patients. This study first conducted the survey based on SERVQUAL model to identify seven major criteria from patients' or their families' viewpoints at Show Chwan Memorial Hospital in Changhua City, Taiwan. When the key criteria were found, the second survey developed for applying decision-making trial and evaluation laboratory (DEMATEL) method was issued to the hospital management by evaluating the importance of criteria and
constructing the causal relations among the criteria. The results show that trusted medical staff with professional competence of health care is the most important criterion and mutually affects service personnel with good communication skills, service personnel with immediate problem-solving abilities, detailed description of the patient's condition by the medical doctor, and medical staff with professional abilities. Therefore, trainings on communication skills and problem-solving abilities would result in positive interaction for patients to trust medical staff. When the trusted medical staff provides professional competence of health care to patients, satisfaction would be increased. Crown Copyright © 2010.
Number of references:29 Main heading:Hospitals
Controlled terms: Communication - Health - Health care - Health insurance - Personnel - Professional aspects - Surveys
Uncontrolled terms: Causal relations - Communication skills - DEMATEL - Developed countries - High quality - Hospital
management - Hospital service - Key success factors - Medical care - Medical doctors - Positive interaction - Potential demand -
Professional competence - Service personnel - Service Quality - SERVQUAL
Classification code:914.3 Industrial Hygiene - 912.4 Personnel - 911.1 Cost Accounting - 903.1 Information Sources and Analysis - 901.1 Engineering Professional Aspects - 716 Telecommunication;
Radar, Radio and Television - 462.2 Hospitals, Equipment and Supplies - 461.7 Health Care - 461.6 Medicine and Pharmacology - 405.3 Surveying - 402.2 Public Buildings
DOI:10.1016/j.knosys.2010.01.013 Database:Compendex
Compilation and indexing terms, Copyright 2009 Elsevier Inc.
