WHICH CRITERIA DETERMINE THE WINNER FOR PATIENT?

Authors : Gülin CAN, Feride Bahar IŞIN

Pages : 161-183

View : 18 | Download : 12

Publication Date : 2018-12-30

Article Type : Research Paper

Abstract :  This study aims to determine the most important hospital preference criteria to provide guidance for hospital managers who wish to differentiate their hospitals from their rivals. In this context, preference criteria importance weights are determined by Kano Model and criteria priority orders are computed by Stochastic Multi-criteria Acceptability Analysis-2 insert ignore into journalissuearticles values(SMAA-2); method. The research is performed in three big private hospitals in Turkey. “Hospital Evaluation Survey” was performed to 350 patients based on volunteerism for one week by the researchers in June 2016. As a result of this study, it is identified that the criteria which have the highest impact on the hospital preferences are the “waiting time for the examination”, “taking accurate information from the front desk”, “the politeness level of the doctors” and “finding the doctors trustable”.
Keywords : SMAA 2, Kano model, hospital, health service, patient