Applying a Directed Network-based Analysis to Identify Key Success Factors of Medical Service Quality

• Main Authors: Kuan-Kai Huang, 黃冠凱
• Other Authors: Jiunn-I Shieh
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/92968699353987516629

博士 === 亞洲大學 === 資訊工程學系 === 102 === With influence of social and economic development and national health care policy on the overall medical environment in Taiwan, the patients have more and more choices to seek medical care and receive advanced tech medical care. Therefore, medical care services in Taiwan are increasingly competitive. Medical service provider should think how to stand out from so many competitors and how to increase customer satisfaction with lowest cost in the shortest time, which is the most important issue. Cause-and-effect relationship is always used as effective method to solve this issue. The current research literatures indicate analysis technique of cause-and-effect relationship has been mature between two variables while interactive influence of three or more variables on it is still under development. There’re many analysis methods but techniques are not yet mature, in which DEMATEL method is easy to understand. In the other hand, quality in medical care services is more important today than ever before. Medical care organizations must provide consumers and other interested parties with assurance that products and services delivered will meet or exceed their expectations. Therefore, this study focuses on using customer-based DEMATEL method to identify the key factors and making comparisons of the results between DEMATEL method and customer-based DEMATEL method. In order to properly use the key-factor analysis, this study adopts customer-based DEMATEL method to propose the relevant improvements. This study used a regional teaching hospital in Changhua for case study divided into three stages. First, use a closed and structured questionnaire to collect data for questionnaire survey based on convenient sampling. The contents of questionnaire based on PZB model include three parts of satisfaction scale, importance scale and basic information. The most important seven items are acquired according to importance data; second, conduct DEMATEL questionnaire design for expert’s filling out; third, conduct DEMATEL questionnaire design for customer’s filling out. The results in our study are divided into three parts for the relevant exploration. First, explore the results of cause-and-effect relationship and importance degree order between DEMATEL and customer-based DEMATEL; second, use the first questionnaire to obtain the most important seven items in accordance with importance data, through which corresponding to satisfaction data directly conduct analysis of cause-and-effect relationship and importance degree order to explore four improving methods on customer-based DEMATEL without designing DEMATEL questionnaire; third, discuss the most important key factors from various methods to obtain the results which can be used to reinforce correctness of decision made by medical institution decision-makers and to draw up direction of management to improve medical service quality through key-factor analysis. To conducting key-factor analysis of service quality questionnaire, our suggestions are that this study proposes two types of properties which are nonlinear and generalized Markov property must be checked, and then we can select appropriate key-factor analysis to increase the correctness of the policy.