scholarly journals Large Group Decision-Making Approach Based on Stochastic MULTIMOORA: An Application of Doctor Evaluation in Healthcare Service

Complexity ◽  
2018 ◽  
Vol 2018 ◽  
pp. 1-13 ◽  
Author(s):  
Yuxuan Gao ◽  
Yueping Du ◽  
Haiming Liang ◽  
Bingzhen Sun
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Index System ◽  
Healthcare Service ◽  
Two Dimensions ◽  
Healthcare Management ◽  
Decision Makers ◽  
New Method ◽  
Large Group

Purpose.This paper presents a new method and model based on stochastic MULTIMOORA method and discuss its application to the doctor evaluation in healthcare service.Design/Methodology/Approach. In the previous studies, the number of decision group is often assumed to be small, and the different dimensions of the evaluation indexes were also less. In this paper, the authors study how to evaluate the healthcare service quality of doctors by the large group. Based on the stochastic MULTIMOORA theory, the authors use the method that builds the function of the net probability, the distance between the ideal solutions, and the utility of each doctor.Findings.This paper presents a novel model to determine the optimal doctor that considers both two dimensions in the index system and balances the evaluation results of the two dimensions. The authors designed the questionnaire and conducted field survey to make the proposed method closer to the actual situation in China. Then, they determined the optimal evaluation result for the healthcare service quality of doctors.Research Limitations/Implications.In the process of practical decision-making, there are differences in intellectual literacy level, regional background, and language preference between different decision-makers. it is impossible for the method we proposed to consider the differentiation index system of decision-makers’ preference comprehensively. And this will be a further research direction.Practical Implications.The authors proposed two evaluation index dimensions and tryed to balance the evaluation results of the two dimensions as much as possible. Meanwhile, the information aggregation method based on stochastic MULTIMOORA is distinguished.Social Implications.The proposed method can be applied to the evaluation of doctors in actual healthcare service. It is helpful to improve the healthcare service quality and the hospital management level, further improve the core competition of hospitalsOriginality/Value.This paper makes up for the lack of existing studies of the large group evaluation decision in the healthcare service. A new method on the evaluation of doctors by the large group is established and applied to a healthcare management decision-making problem with Chinese characteristics in reality.

scholarly journals Healthcare employee's personality traits and service quality: Do team relationships matter?

2020 ◽  
Vol 30 (Supplement_5) ◽  
Author(s):  
A Gur ◽  
D Weimann Saks ◽  
L Stavi
Keyword(s):  
College Students ◽  
Decision Making ◽  
Service Quality ◽  
Personality Traits ◽  
Peer Support ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Team Members ◽  
Employee Relationships

Abstract Background Employee personality is an important factor that affects healthcare service delivery. It appears from the literature that customers perceive employees with personality traits of conscientiousness and agreeableness as more reliable and empathetic and therefore will rank higher service quality. Relationships between team members also affect the perception of service quality. The research examined whether healthcare employees' personality traits (conscientiousness and agreeableness) are related to their perception of service quality, mediated by the quality of team relationships (trust among team members, peer support, and participation in decision-making). Methods First, 35 nurses (Israeli college students completing their BA) were asked to rate 22 items based on the Big Five Personality Traits, that most influence employee relationships. The two prominent personality traits were conscientiousness and agreeableness. Next, 174 self-administered questionnaires were completed by nurses who are college students completing their BA (72% return rate). The questionnaire examined personality traits (conscientiousness and agreeableness), service quality, and employee relationships (trust among team members, peer support, and participation in decision-making). Results The mediation model was significant [F(4, 169)=35.03, p < 0.001, R Square=0.45]. However, only trust among team members was found as a mediator between employee personality and perceptions of service quality. Conclusions Employee personality characterized by conscientiousness and agreeableness encourages trust-based employee relationship, which in turn positively affect the quality of service provided. Healthcare organizations should consider this in their human resources policies and procedures, in order to improve healthcare services. Key messages Employee's personality traits are relevant to healthcare service quality. Nurturing trust among healthcare employees may result in improved healthcare services.

Decision-Making Model for Convention Site Selection

2012 ◽  
Vol 538-541 ◽  
pp. 895-900 ◽  
Author(s):  
Han Chen Huang
Keyword(s):  
Decision Making ◽  
Site Selection ◽  
Political Conflict ◽  
Decision Makers ◽  
City Image ◽  
Analytic Hierarchy ◽  
Number Of Factors ◽  
Decision Making Model ◽  
Hierarchy Process

A number of factors must be considered when selecting a convention site. Typically, most selections are based on the decision makers’ knowledge and experience, which may lead to biased decisions based on the decision makers’ subjective judgment. This study establishes decision-making evaluation factors and attributes for convention site selection based on a literature review. After surveying experts’ opinions using questionnaires, we employed the fuzzy analytic hierarchy process (FAHP) to analyze the weighting of the factors and attributes. The results show that of the five evaluation factors, site environment is the most important, followed by meeting and accommodation facilities, local support, extraconference opportunities, and costs. Additionally, the five most important attributes among the 20 evaluation attributes are the suitability of convention facilities, suitability and quality of local infrastructure, climate, city image, and political conflict or terrorist threats.

Evaluating the total quality and its role in measuring consumer satisfaction with e-healthcare services using the 5Qs model: a structure equation modeling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Prachi Verma ◽  
Satinder Kumar ◽  
Sanjeev K. Sharma
Keyword(s):  
Service Quality ◽  
Consumer Satisfaction ◽  
Healthcare Service ◽  
Healthcare Services ◽  
Public Hospitals ◽  
Equation Modeling ◽  
Total Quality ◽  
Content Type ◽  
Quality Perceptions

PurposeThis article initially aims to explore the factors of every quality construct of the 5Qs model of service quality and, second, identify the significant factors affecting the total quality of e-healthcare services and its association with consumer satisfaction using a multidimensional hierarchical 5Qs model of e-healthcare service quality.Design/methodology/approachQuestionnaire-oriented research was performed at three public hospitals of Punjab and Chandigarh. In total, 53 variables were covered in all quality constructs for data collection from the designated public hospitals. The respondents who agreed to have knowledge regarding e-Healthcare services and were availing these services were included in the study. The analysis comprised structural equation modeling technique using AMOS 21.FindingsThe outcomes suggest that the 5Qs model is more comprehensive and can be used to evaluate service quality perceptions using e-Healthcare services. The research identified 11 sub-dimensions for the five quality constructs of the 5Qs model, representing total quality, which is primary to consumer satisfaction. “Overall objectivity” and “technical objectivity” defined the quality of object. The quality of process of e-Healthcare services was characterized by “functionality,” “timeliness” and “responsiveness.” Quality of infrastructure was defined by “technical infrastructure,” “physical infrastructure,” “manpower skills” and “organizational infrastructure.” “Manner of interaction” and “timely interaction” defined the quality of interaction. The atmosphere was represented by only one factor. The results also suggest that quality of infrastructure, quality of interaction and quality of atmosphere play the most significant role in total quality leading to consumer satisfaction.Research limitations/implicationsTheoretical implications: The multidimensional hierarchical model will help the researchers study the e-Healthcare service quality in a more organized manner, and the outcomes of this study can be linked with that of future studies for more generalized application in other public hospitals. The sub-dimensions of each quality construct of the 5Qs model can be applied in private hospitals, and the hierarchical model can be tested in different industries to measure service quality perceptions of the consumerPractical implicationsThe outcomes of the study can be applied in various public sector hospitals to redesign the e-Healthcare services based on consumers' perception for better consumer satisfaction and quality services. This paper identifies the role of each quality construct in e-Healthcare services for improvement in the total quality, which in turn will lead to higher satisfaction for the consumers.Originality/valueIn this study, the original 5Qs model has been used for the first time in a new instrument to understand better and design quality e-Healthcare services. The paper explores the sub-factors of each quality construct and its significance in measuring the total quality.

On the Maturity of Software Maintenance and Other IT Services

2011 ◽  
pp. 51-74
Author(s):  
Frank Niessink
Keyword(s):  
Service Quality ◽  
Software Development ◽  
Software Maintenance ◽  
Two Dimensions ◽  
Point Of View ◽  
Technical Quality ◽  
It Services ◽  
High Quality ◽  
Functional Quality

In this chapter, we examine the differences between software maintenance and software development from a service point of view, and the consequences thereof for the maturity of software maintenance organizations. We argue that software maintenance can be seen as providing a service, whereas software development is primarily concerned with the development of products. Differences between products and services affect the way in which customers assess their respective quality. In particular, service quality is assessed in two dimensions: the technical quality — what the result of the service is — and the functional quality — how the service is delivered. Consequently, customers will judge the quality of software maintenance differently from that of software development. This in turn means that to deliver high quality results in software maintenance, both the functional quality and the technical quality dimension are important.

Analysis and Intuition in Strategic Decision Making

2011 ◽  
pp. 1531-1542
Author(s):  
Zita Zoltay Paprika
Keyword(s):  
Decision Making ◽  
Decision Makers ◽  
Strategic Decision ◽  
Strategic Decision Making ◽  
Decision Making Process ◽  
Strategic Decisions ◽  
Managerial Skills ◽  
Research Scholarship ◽  
Empirical Tests

Many management scholars believe that the process used to make strategic decisions affects the quality of those decisions. However, several authors have observed a lack of research on the strategic decision-making process. Empirical tests of factors that have been hypothesized to affect the way strategic decisions are made are notably absent (Fredrickson, 1985). This article reports the results of a study that attempts to assess the effects of decision-making circumstances, focusing mainly on the approaches applied and the managerial skills and capabilities the decision makers built on during concrete strategic decisionmaking procedures. The study was conducted in California between September 2005 and June 2006 and it was sponsored by a Fulbright research scholarship grant.

scholarly journals 3200 Balancing Cost and Quality of Care in the US and Denmark: Lessons for Nations Transitioning from Volume-Based to Value-Based Care

2019 ◽  
Vol 3 (s1) ◽  
pp. 140-140
Author(s):  
Negin Fouladi ◽  
Margit Malmmose
Keyword(s):  
Decision Making ◽  
Quality Of Care ◽  
Control Strategies ◽  
Decision Makers ◽  
Sources Of Information ◽  
Healthcare Organizations ◽  
Regulatory Oversight ◽  
Physician Practices ◽  
The Us

OBJECTIVES/SPECIFIC AIMS: Promote knowledge translation and evidence-informed decision-making by assessing barriers and facilitators to balancing cost and quality of care within the US state of Maryland and nation of Denmark. METHODS/STUDY POPULATION: Open-ended and semi-structured key-informant interviews were conducted in 2016 and 2017 among high level decision-makers in Maryland (N=21) and the Danish (N=17) healthcare systems, including hospital, local, regional, and cross-organizational administrators and elected officials. The interviews consisted of questions related to: (1) currently practiced and preferred approaches to resource allocation and development and use of quality performance measures, and (2) preferred sources, formats/styles, modes of information, and decision-making strategies based on a shift from volume to quality-driven care. RESULTS/ANTICIPATED RESULTS: Decision-makers in Maryland expressed the need for collaboration in a changing environment, yet increasingly rely on cost and quality outcomes data to drive decisions and note the struggle to identify credible and useful information. Maryland decision-makers also face challenges in regulating utilization and costs without mandated participation of physician practices within the global budget cap model, which is perceived to be a primary driver of healthcare utilization in the hospital sector. Similarly, decision-makers in Denmark conveyed the importance of quantitative data to aid decisions, however, stress collaboration and dialogue as driving factors and important sources of information. Danish decision-makers also express challenges to wide-spread adoption of a quality-driven approach due to unsustained quality assurance regulatory bodies. DISCUSSION/SIGNIFICANCE OF IMPACT: The findings suggest implementation of value-based healthcare is highly driven and influenced by availability of credible data, which may significantly impact development of policies and innovative cost control strategies, and regulatory oversight to promote adoption of quality measures in decision-making. Furthermore, collaboration within and across healthcare organizations remains a key component to health system improvement as it fosters dialogue and sharing of best practices among stakeholders.

scholarly journals Fuzzy SERVQUAL Analysis in Airline Services

Organizacija ◽  
2008 ◽  
Vol 41 (3) ◽  
pp. 108-115 ◽  
Author(s):  
Ozlem Aydin ◽  
Fatma Pakdil
Keyword(s):  
Fuzzy Logic ◽  
Service Quality ◽  
Membership Function ◽  
Decision Makers ◽  
International Airline ◽  
Fuzzy Interval

Fuzzy SERVQUAL Analysis in Airline ServicesThis study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.

scholarly journals How Cognitive Biases Influence the Data Verification of Safety Indicators: A Case Study in Rail

Safety ◽  
2019 ◽  
Vol 5 (4) ◽  
pp. 69
Author(s):  
Burggraaf ◽  
Groeneweg ◽  
Sillem ◽  
van Gelder
Keyword(s):  
Decision Making ◽  
Cognitive Biases ◽  
Decision Makers ◽  
Human Cognition ◽  
Quality Data ◽  
Verification Process ◽  
Support Decision Making ◽  
Good Quality Data

The field of safety and incident prevention is becoming more and more data based. Data can help support decision making for a more productive and safer work environment, but only if the data can be, is and should be trusted. Especially with the advance of more data collection of varying quality, checking and judging the data is an increasingly complex task. Within such tasks, cognitive biases are likely to occur, causing analysists to overestimate the quality of the data and safety experts to base their decisions on data of insufficient quality. Cognitive biases describe generic error tendencies of persons, that arise because people tend to automatically rely on their fast information processing and decision making, rather than their slow, more effortful system. This article describes five biases that were identified in the verification of a safety indicator related to train driving. Suggestions are also given on how to formalize the verification process. If decision makers want correct conclusions, safety experts need good quality data. To make sure insufficient quality data is not used for decision making, a solid verification process needs to be put in place that matches the strengths and limits of human cognition.

scholarly journals A Novel Linguistic Z-Number QUALIFLEX Method and Its Application to Large Group Emergency Decision Making

2020 ◽  
Vol 2020 ◽  
pp. 1-12 ◽  
Author(s):  
Xue-Feng Ding ◽  
Li-Xia Zhu ◽  
Mei-Shun Lu ◽  
Qi Wang ◽  
Yi-Qi Feng
Keyword(s):  
Decision Making ◽  
Group Decision ◽  
Real Life ◽  
Decision Makers ◽  
Decision Matrix ◽  
Large Group ◽  
Emergency Event ◽  
Emergency Decision Making ◽  
Emergency Decision ◽  
Alternative Solutions

After an unconventional emergency event occurs, a reasonable and effective emergency decision should be made within a short time period. In the emergency decision making process, decision makers’ opinions are often uncertain and imprecise, and determining the optimal solution to respond to an emergency event is a complex group decision making problem. In this study, a novel large group emergency decision making method, called the linguistic Z-QUALIFLEX method, is developed by extending the QUALIFLEX method using linguistic Z-numbers. The evaluations of decision makers on the alternative solutions are first expressed as linguistic Z-numbers, and the group decision matrix is then constructed by aggregating the evaluations of all subgroups. The QUALIFLEX method is used to rank the alternative solutions for the unconventional emergency event. Besides, a real-life example of emergency decision making is presented, and a comparison with existing methods is performed to validate the effectiveness and practicability of the proposed method. The results show that the proposed linguistic Z-QUALIFLEX can accurately express the evaluations of the decision makers and obtain a more reasonable ranking result of solutions for emergency decision making.

Sign in / Sign up

Export Citation Format

Share Document