نوع مقاله : مقاله پژوهشی
نویسندگان
1 کارشناسی ارشد، مدیریت صنعتی، دانشکده‌ی علوم اداری و اقتصاد، دانشگاه اصفهان، اصفهان، ایران (نویسنده‌ی مسؤول)
2 استادیار، مدیریت، دانشکده‌ی علوم اداری و اقتصاد، دانشگاه اصفهان و پژوهشگر، مرکز تحقیقات مدیریت و اقتصاد سلامت، دانشگاه علوم پزشکی اصفهان، اصفهان، ایران
3 کارشناسی ارشد، مدیریت صنعتی، دانشکده‌ی علوم اداری و اقتصاد، دانشگاه اصفهان، اصفهان، ایران
چکیده
مقدمه:امروزه کیفیت خدمت از مهم‌ترین جنبه‌های مدیریتی سازمان‌های خدماتی هستند و مشتری محوری، استراتژی اول تمام سازمان‌های دنیا به شمار می‌روند. این تحقیق سعی داشته تا با تبیین شاخص‌های مؤثر در کیفیت خدمات بهداشت و درمان و با استفاده از رویکرد ترکیبی Fuzzy AHP - TOPSIS به رتبه‌بندی بیمارستان‌های آموزشی دانشگاه علوم پزشکی مازندران بپردازد. روش بررسی: این تحقیق از نظر هدف کاربردی و از نظر روش توصیفی- پیمایشی است. جامعه‌ی آماری تحقیق، بیمارستان‌های آموزشی دانشگاه علوم پزشکی مازندران بود که با استفاده از روش نمونه‌گیری غیرتصادفی هدف‌مند، 4 بیمارستان آموزشی دانشگاه علوم پزشکی مازندران انتخاب شدند و پرسش‌نامه‌های استاندارد تحقیق توسط گروهی از کارشناسان معاونت بهداشت و درمان این دانشگاه تکمیل شده است. بدین منظور ابتدا با استفاده از تحلیل سلسله مراتبی فازی، اهمیت معیارهای کیفیت خدمات محاسبه وسپس بیمارستان‌ها به وسیله‌ی روش TOPSIS رتبه‌بندی شدند. نتایج با استفاده از نرم‌افزار Excel تحلیل شد. یافته‌ها: یافته‌های تحقیق حاکی از آن است که بیمارستان Cبا وزن 9216/0، بیمارستان B با وزن 4926/0، بیمارستان A با وزن 2121/0 و بیمارستان D با وزن 2063/0 به‌ترتیب به‌صورت اول تا چهارم رتبه‌بندی شده‌اند. نتیجه‌گیری: براساس سنجش انجام شده در ابعاد مختلف کیفیت خدمات، نتایج حاکی از آن است که بیمارستان C در ابعاد پاسخگویی، همدلی و حرفه‌ای بودن که بیش‌ترین وزن را دارا می‌باشند، دارای بهترین عملکرد می‌باشد. در واقع وضعیت عملکرد بیمارستان‌ها بر اساس ابعاد کیفیت خدمات به‌منظور تدوین استراتژی مناسب تعیین شده است. واژه‌های کلیدی:کیفیت مراقبت‌های بهداشتی؛ فرایند تحلیل سلسله مراتبی؛ بیمارستان‌های آموزشی
کلیدواژه‌ها
عنوان مقاله [English]
Rating Hospitals of Mazandaran University of Medical Sciences, Based on the Quality of Health Services Using a Combination Approach Fuzzy AHP – TOPSIS
نویسندگان [English]
- Hadi Balouei Jamkhaneh 1
- Saeedeh Ketabi 2
- Mehdi Pourmostafa khoshkerodi 3
1 Industrial Management, Administrative and Economic Faculty, University of Isfahan, Isfahan, Iran
2 Assistant Professor, Management, Administrative and Economic Faculty, University of Isfahan, Isfahan, Iran
3 Industrial Management, Administrative and Economic Faculty, University of Isfahan, Isfahan, Iran
چکیده [English]
Introduction: The most important aspect of management is service quality and the first strategy in the world can be considered as customer service oriented. This study attempts to clarify the factors affecting the quality of health services using a combination approach of Fuzzy AHP - TOPSIS to rank teaching hospitals of Mazandaran University of Medical Sciences. Methods: According to purpose of this research the method was applied and descriptive survey. The population of research was teaching hospitals of Mazandaran University of Medical Sciences and four teaching hospital of Mazandaran University of Medical Sciences were selected with non-random sampling method And a standard questionnaire by a team of experts has been completed. At first according to fuzzy hierarchical analysis, the importance of service quality standards was defined and by the TOPSIS method the hospitals were ranked. Results were analyzed using Excel software. Results: Research findings suggest that the Hospital C, Hospital B, Hospital A and hospitals D were ranked in order of the first quarter. Conclusion: Results from this study for managers will be very instrumental. Its place in society can properly recognize and apply strategies to maintain or improve it. Keywords: Quality of Health Care; Analytical Hierarchy Process; Hospital, Teaching
کلیدواژه‌ها [English]
- Quality of Health Care
- Analytical Hierarchy Process
- Hospital, Teaching
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