A DEMATEL method in identifying key success factors of hospital service quality
Tóm tắt
Từ khóa
Tài liệu tham khảo
Andaleeb, 2001, Service quality perceptions and patient satisfaction: a study of hospitals in a developing country, Soc. Sci. Med., 52, 1359, 10.1016/S0277-9536(00)00235-5
Babakus, 1992, Adapting the SERVQUAL scale to hospital services: an empirical investigation, Health Serv. Res., 26, 767
Bitner, 1994, Encounter satisfaction versus overall satisfaction versus quality: the customer’s voice, 72
Bowers, 1994, What attributes determine quality and satisfaction with health care delivery?, Health Care Manage. Rev., 19, 49, 10.1097/00004010-199401940-00006
Fornell, 1994, Customer satisfaction, market share and profitility: finding from Sweden, J. Mark., 59, 53
George, 2003
Gronroos, 1984, A service quality model and its marketing implications, Eur. J. Mark., 18, 36, 10.1108/EUM0000000004784
Headley, 1993, Measuring service quality and its relationship to future consumer behavior, J. Health Care Mark., 13, 32
Hsu, 2007, FMCDM with fuzzy DEMATEL approach for customers’ choice behavior model, Int. J. Fuzzy Syst., 9, 236
Kim, 2006, Study on impact mechanism for beef cattle farming and importance of evaluating agricultural information in Korea using DEMATEL, PCA and AHP, Agric. Inf. Res., 15, 267
Koerner, 2000, The conceptual domain of service quality for inpatient nursing services, J. Bus. Res., 48, 267, 10.1016/S0148-2963(98)00092-7
Lee, 2008, Using importance–performance analysis and decision making trial and evaluation laboratory to enhance order-winner criteria – a study of computer industry, Inf. Technol. J., 7, 396, 10.3923/itj.2008.396.408
Liou, 2007, Airline safety measurement using a hybrid model, J. Air Transp. Manage., 13, 243, 10.1016/j.jairtraman.2007.04.008
Lovelock, 2001
McAlexander, 1994, Service quality measurement, J. Health Care Mark., 14, 34
Mowen, 1993, Waiting in the emergency room: how to improve patient satisfaction, J. Health Care Mark., 13, 26
Murfin, 1995, Perceived service quality and medical outcome: an interdisciplinary review and suggestions for future research, J. Mark. Manage., 11, 97, 10.1080/0267257X.1995.9964332
Oliver, 1994
Parasuraman, 1985, A conceptual model of service quality and its implications for future research, J. Mark., 49, 41, 10.2307/1251430
Parasuraman, 1988, SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, J. Retail., 64, 12
Tsai, 2009, Selecting management systems for sustainable development in SMEs: a novel hybrid model based on DEMATEL, ANP, and ZOGP, Expert Syst. Appl., 36, 1444, 10.1016/j.eswa.2007.11.058
Tzeng, 2007, Evaluating intertwined effects in e-learning programs: a novel hybrid MCDM model based on factor analysis and DEMATEL, Expert Syst. Appl., 32, 1028, 10.1016/j.eswa.2006.02.004
Vandamme, 1993, Development of a multiple-item scale for measuring hospital service quality, Int. J. Serv. Ind. Manag., 4, 30, 10.1108/09564239310041661
Wu, 2007, Developing global managers’ competencies using the fuzzy DEMATEL method, Expert Syst. Appl., 32, 499, 10.1016/j.eswa.2005.12.005
Wu, 2008, Choosing knowledge management strategies by using a combined ANP and DEMATEL approach, Expert Syst. Appl., 35, 828, 10.1016/j.eswa.2007.07.025
Yoo, 2005, Service quality at hospitals, vol. 6, 188