Evaluation and Prioritization of Service Quality Dimensions Using Dematel and Topsis (A Case Study in Iran)

Khanjankhani, Khatere; Rafiei, Sima; Ezzatabadi, Mohammad Ranjbar; Askari, Roohollah; Abooee, Fatemeh; Shafii, Milad

doi:10.15562/bmj.v5i2.233

Cited by 7 publications

(6 citation statements)

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“…Relationships (2) show the relative weight of indicators. For example, the importance of the seventh output is at least equal to the first output, and the importance of the first input to the second input is at least 1.3.…”

Section: Discussionmentioning

confidence: 99%

“…Health promotion and response to the demands of people and society is the main mission of the health system ( 1 ). In this regard, hospitals, as the main facilities for health services, have a special role in the health system ( 2 ). Further, a hospital is a very complex social organization that plays a significant role in the maintenance and promotion of health but provides such complex and specialized services which are also expensive ( 3 ).…”

Section: Introductionmentioning

confidence: 99%

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Two-Step Estimation of the Impact of Contextual Variables on Technical Efficiency of Hospitals: The Case Study of Public Hospitals in Iran

Mohamadi

Kiani

Olyaeemanesh

et al. 2022

Front. Public Health

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Background: Measuring the efficiency and productivity of hospitals is a key tool to cost contamination and management that is very important for any healthcare system for having an efficient system.Objective: The purpose of this study is to examine the effects of contextual factors on hospital efficiency in Iranian public hospitals.Methods: This was a quantitative and descriptive-analytical study conducted in two steps. First, we measured the efficiency score of teaching and non-teaching hospitals by using the Data Envelopment Analysis (DEA) method. Second, the relationship between efficiency score and contextual factors was analyzed. We used median statistics (first and third quarters) to describe the concentration and distribution of each variable in teaching and non-teaching hospitals, then the Wilcoxon test was used to compare them. The Spearman test was used to evaluate the correlation between the efficiency of hospitals and contextual variables (province area, province population, population density, and the number of beds per hospital).Results: On average, the efficiency score in non-teaching hospitals in 31 provinces was 0.67 and for teaching hospitals was 0.54. Results showed that there is no significant relationship between the efficiency score and the number of hospitals in the provinces (p = 0.1 and 0.15, respectively). The relationship between the number of hospitals and the population of the province was significant and positive. Also, there was a positive relationship between the number of beds and the area of the province in both types of teaching and non-teaching hospitals.Conclusion: Multilateral factors influence the efficiency of hospitals and to address hospital inefficiency multi-intervention packages focusing on the hospital and its context should be developed. It is necessary to pay attention to contextual factors and organizational architecture to improve efficiency.

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Two-Step Estimation of the Impact of Contextual Variables on Technical Efficiency of Hospitals: The Case Study of Public Hospitals in Iran

Mohamadi

Kiani

Olyaeemanesh

et al. 2022

Front. Public Health

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“…There is evidence that in the pharmaceutical context, not all dimensions of SERVQUAL tend to have the same importance in determining the quality of service perceived by the user (Pereira et al, 2019). Moreover, it is very likely that there could be interrelationships between some of these dimensions (Khanjankhani et al, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.

Rojas

Coluccio

2021

Journal of Technology Management & Innovation

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This research is focused on understanding the interrelation between the different dimen-sions of the SERVQUAL model in the pharmaceutical area, which have differences in per-ceptions of service domains depending on the cultures in which they are immersed.To study the proposed relationships, we collect data of 100 pharmacy customers of Mex-ico and use SEM to test the relationship between SERVQUAL dimensions, purchase fre-quency, gender, and quality perception. Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen-sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area. We develop a theoretical framework that is based on interrelationships between the dif-ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un-derstand better how individual perceptions affect the service quality in the pharmaceutical area.

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“…Geng and Chu (2012) used the DEMATEL approach to analyze the dependencies among the product-service system (PSS) requirements based on vague sets. Khanjankhani et al (2016) used the DEMATEL to study the cause and effect relations among the requirement of hospital service. Sharma et al (2020) developed an effective and robust e-waste management system by using DEMATEL method.…”

Section: Introductionmentioning

confidence: 99%

Evaluation of interaction between housing infrastructure resilience factors against flood hazard based on rough DEMATEL approach

Sen

Dutta

Kabir

2021

IJDRBE

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Purpose Housing infrastructure is the basic need for people of a community and due to disaster many houses may severaly damaged. Stakeholders and decision makers should focus on this issue and make the infrastructure more resilient against natural hazards. As dependency plays a very important role in resilience, it is important to study the dependencies and correlations among the housing infrastructure resilience factors. The evaluation of dependencies involve vagueness due to subjective judgement of experts. Design/methodology/approach In this work, the interaction between the housing infrastructure resilience factors are evaluated by using two different approaches such as crisp DEMATEL (Decision-Making and Trial Evaluation Laboratory) and rough DEMATEL (intregated crisp DEMATEL and rough set theory), where rough theory addressed the involvement of vagueness. These two approaches are compared with each other to find the effectiveness of rough DEMATEL over crisp DEMATEL. Findings The important factors of housing infrastructure resilience are identified by using both the approaches against flood hazard. Research limitations/implications The limitation of rough DEMATEL method is that it does not differentiate the type of influence such as positive or negative. Practical implications The outcome of the work will helps the stakeholders and ecission makers to make the infrastructure more resilient. Originality/value This study identify the imporatnat resilience factors of housing infrastructure against flood hazard by using two methodologies.

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Evaluation and Prioritization of Service Quality Dimensions Using Dematel and Topsis (A Case Study in Iran)

Cited by 7 publications

References 0 publications

Two-Step Estimation of the Impact of Contextual Variables on Technical Efficiency of Hospitals: The Case Study of Public Hospitals in Iran

Two-Step Estimation of the Impact of Contextual Variables on Technical Efficiency of Hospitals: The Case Study of Public Hospitals in Iran

SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico.

Evaluation of interaction between housing infrastructure resilience factors against flood hazard based on rough DEMATEL approach

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