BİR ÜNİVERSİTE HASTANESİNDE HASTANE HİZMET KALİTESİNİ ETKİLEYEN FAKTÖRLERİN BELİRLENMESİNDE DEMATEL YAKLAŞIMI UYGULAMASI: BİR VAKA ÇALIŞMASI

Literatürde hizmet kalitesinin ölçülmesinde SERVQUAL modelinden yararlanan çok sayıda araştırma bulunmaktadır. Bu çalışmada önce, alan araştırması yoluyla SERVQUAL modeli kullanılarak hasta yada hasta yakını bakış açısından hizmet kalitesini belirleyen faktörler tespit edilmiştir. Bu araştırma sonucuna göre dokuz faktörün önemli olduğu tespit edilmiştir; hizmet sunan personelin kıyafeti temiz ve düzgündür, hekimlerin hastaya karşı tutumu olumludur, hekimler hastaları hakkında detaylı tıbbi kayıt ve rapor hazırlamaktadır, hastanede sıcak ve rahat bir ortam vardır, sağlık personelinin uzmanlık düzeyleri yeterlidir, hastanede sunulan hizmetler, hastalara güven vermektedir, hastane, tıbbi cihazlarda tam donanımlıdır, hastane personelinin hasta ile iletişim becerileri yeterlidir”, hekimler akılcı ilaç kullanımı konusunda hastaları bilgilendirmektedir. Hizmet kalitesini etkileyen ana faktörler tespit edildikten sonra uzman kabul edilen hastane yöneticilerine çok amaçlı karar verme yöntemlerinden biri olan DEMATEL (Decision Making Trial and Evaluation Laboratory) yöntemi uygulanarak tespit edilen her bir faktörün önem derecesi ve faktörler arasındaki nedensel ilişkiler kurulmuştur. Araştırma sonuçlarına göre hizmet kalitesinin belirlenmesinde en önemli faktör; hastalara verilen hizmetlerin hastada uyandırdığı güven duygusu, en önemsiz faktör ise, hizmet sunan personelin kıyafeti temiz ve düzgündür ifadesi tespit edilmiştir.

APPLYING DEMATEL APPROACH TO DETERMINE FACTORS AFFECTING HOSPITAL SERVICE QUALITY IN A UNIVERSITY HOSPITAL: A CASE STUDY

There are many studies in the literature that utilized SERVQUAL model for measuringservice quality. In this study, first of all, the factors determining service qualitywere identified from point of views of patients or those of their relatives by using theSERVQUAL model via a field study. The result of this research; reveals nine essentialfactors; appearance of service personnel, doctors attitude towards patients, sufficientexploratory information on the status of patients, warm and comfortable environment,staffs’ experience level, feeling of trust to services, sufficiency of medical equipment,communication skills, advice on rational medicine usage. After identifying the mainfactors affecting service quality, the importance level of each of the identified factorsas well as the causal relationships among them are determined by applying the DEMATEL(Decision Making Trial and Evaluation Laboratory) method, which is one of themulti-criteria decision making methods, to the hospital administrators that are regardedas experts within the field of health. According to the results of the study, patients’feeling a sense of security from the medical services provided to them emerged as themost important factor in determining service quality, whereas dress and tidy appearanceof service personnel appears to be the least significant factor.

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