Volume 18, Issue 60 (4-2015)                   jha 2015, 18(60): 90-104 | Back to browse issues page

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Azizi K, Mirkazemi Mood M, Mazdaki A, Mirkazemi Mood M. Identifying and Prioritizing Factors Affecting Patient`s Satisfaction of Health Centers Services of Iran University of Medical Sciences: A Hybrid Multiple Criteria Decision Making Approach. jha. 2015; 18 (60) :90-104
URL: http://jha.iums.ac.ir/article-1-1716-en.html
1- Assistant Professor of Management Department, Faculty of Management and Accounting, Azad University of Firuzkouh Branch, Firuzkouh, Iran
2- MSc Student of Business Management, Faculty of Management and Accounting, Azad University of Firuzkouh Branch, Firuzkouh, Iran , md.mirkazemi@gmail.com
3- MSc in Public Management, Azad University of Qazvin Branch, and Financial Manager, Iran University of Medical Sciences, Tehran, Iran
4- PhD Student of Operations Research, Faculty of Management, University of Tehran, Tehran, Iran
Abstract:   (1357 Views)

Introduction: Implementing the health care transformation plan requires health centers to pay more attention to patient rights and satisfaction. However, organizations, because of limited resources, have to identify the most important factors affecting customer satisfaction and improve them. The current study aimed to propose an approach to identify and prioritize the affecting factors on customer satisfaction of health centers services.
Methods: The current study uses a hybrid approach including Delphi, DEMATEL and ANP methods. Data are gathered and analyzed using questionnaires and mentioned methods.
Results: The most important factors from the customer's perspective were professional competence, cost of treatment and employees behavior and from the expert's perspective, the most important factors were physician communication, professional competence and cost of treatment.
 Conclusion: There some similarities and differences between experts and customer`s view therefore, it is very important for the managers to consider both resources while making decisions. Moreover, the findings show that the interpersonal relations factors are more important than hardware factors in health care.

Full-Text [PDF 712 kb]   (2252 Downloads)    
Type of Study: Research | Subject: General
Received: 2014/10/15 | Accepted: 2015/05/6 | Published: 2015/06/22

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