Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis
Background: Hospitals are considered as the largest and most costly unit of the health system. The present study aims to determine the efficiency of hospitals in Mashhad. Materials and Methods: This is a descriptive-survey study that was carried out in 2016-2017. The population of the study consiste...
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Tehran University of Medical Sciences
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doaj-0c4ba22007594d0e8e9f5dcc9572c2032021-09-04T06:42:06ZfasTehran University of Medical Sciencesبیمارستان2008-19282228-74502020-01-011847585Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment AnalysisMohsen Shafiei Nikabadi0S. Fereshteh Hoseini1 Associate professor of industrial management department, semnan university, Semnan, iran MSc in industrial Management-Operations Management, Binalood higher education institute, Mashad, Iran Background: Hospitals are considered as the largest and most costly unit of the health system. The present study aims to determine the efficiency of hospitals in Mashhad. Materials and Methods: This is a descriptive-survey study that was carried out in 2016-2017. The population of the study consisted of patients referring to hospitals in Mashhad. For data collection, records were used in hospitals and the SERVQUAL questionnaire. Data analysis was performed in soft Gams software. Results: The results of the study indicate that in the SERVQUAL section, three dimensions of empathy response and Warranty were the most important dimensions. Also, 3 characteristics of 26 qualitative features of the service were classified as "attractive". 4 qualitative features are classified as "essential" and 16 features in "single-dimensional". The rankings obtained in the bilingual network method are approximately the same and only in the case of the last four ranks of the final ranking is done by the voting method with equal weights. And it was determined that the hospital number (3) is the lowest and hospital number (5) has the best performance. Conclusion: By combining the fuzzy SERVQUAL method with network data envelopment analysis, we can eliminate weaknesses in the selection of indicators in different layers of network analysis and calculate the efficiency of such networks. Hospitals need to increase and plan appropriately by designing a hospital that has the highest efficiency and optimal utilization of its resources and cost-effectiveness.http://jhosp.tums.ac.ir/article-1-5847-en.htmlperformance evaluationefficiencydata envelopment analysisservqualhospital |
collection |
DOAJ |
language |
fas |
format |
Article |
sources |
DOAJ |
author |
Mohsen Shafiei Nikabadi S. Fereshteh Hoseini |
spellingShingle |
Mohsen Shafiei Nikabadi S. Fereshteh Hoseini Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis بیمارستان performance evaluation efficiency data envelopment analysis servqual hospital |
author_facet |
Mohsen Shafiei Nikabadi S. Fereshteh Hoseini |
author_sort |
Mohsen Shafiei Nikabadi |
title |
Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis |
title_short |
Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis |
title_full |
Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis |
title_fullStr |
Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis |
title_full_unstemmed |
Evaluation of Hospitals Efficiency using Integration of fuzzy SERVQUAL model and Fuzzy Network Data Envelopment Analysis |
title_sort |
evaluation of hospitals efficiency using integration of fuzzy servqual model and fuzzy network data envelopment analysis |
publisher |
Tehran University of Medical Sciences |
series |
بیمارستان |
issn |
2008-1928 2228-7450 |
publishDate |
2020-01-01 |
description |
Background: Hospitals are considered as the largest and most costly unit of the health system. The present study aims to determine the efficiency of hospitals in Mashhad.
Materials and Methods: This is a descriptive-survey study that was carried out in 2016-2017. The population of the study consisted of patients referring to hospitals in Mashhad. For data collection, records were used in hospitals and the SERVQUAL questionnaire. Data analysis was performed in soft Gams software.
Results: The results of the study indicate that in the SERVQUAL section, three dimensions of empathy response and Warranty were the most important dimensions. Also, 3 characteristics of 26 qualitative features of the service were classified as "attractive". 4 qualitative features are classified as "essential" and 16 features in "single-dimensional". The rankings obtained in the bilingual network method are approximately the same and only in the case of the last four ranks of the final ranking is done by the voting method with equal weights. And it was determined that the hospital number (3) is the lowest and hospital number (5) has the best performance.
Conclusion: By combining the fuzzy SERVQUAL method with network data envelopment analysis, we can eliminate weaknesses in the selection of indicators in different layers of network analysis and calculate the efficiency of such networks. Hospitals need to increase and plan appropriately by designing a hospital that has the highest efficiency and optimal utilization of its resources and cost-effectiveness. |
topic |
performance evaluation efficiency data envelopment analysis servqual hospital |
url |
http://jhosp.tums.ac.ir/article-1-5847-en.html |
work_keys_str_mv |
AT mohsenshafieinikabadi evaluationofhospitalsefficiencyusingintegrationoffuzzyservqualmodelandfuzzynetworkdataenvelopmentanalysis AT sfereshtehhoseini evaluationofhospitalsefficiencyusingintegrationoffuzzyservqualmodelandfuzzynetworkdataenvelopmentanalysis |
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