Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology
Hospitals are the most important part of the healthcare system. Statistics show that a significant portion of health budgets are allocated to hospitals. The continuous impact of information technology on hospitals’ performance has led to perfect competition. Accordingly, this study aimed to evaluate...
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| Format: | Article |
| Language: | English |
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University of Tehran
2023-04-01
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| Series: | Journal of Information Technology Management |
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| Online Access: | https://jitm.ut.ac.ir/article_87235_8710f88f442863937d1b1bb0811b1c27.pdf |
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| author | Farshid Jahanshahee Nezhad Ali Zamani Babgohari Mohammadreza Taghizadeh-Yazdi |
| author_facet | Farshid Jahanshahee Nezhad Ali Zamani Babgohari Mohammadreza Taghizadeh-Yazdi |
| author_sort | Farshid Jahanshahee Nezhad |
| collection | DOAJ |
| description | Hospitals are the most important part of the healthcare system. Statistics show that a significant portion of health budgets are allocated to hospitals. The continuous impact of information technology on hospitals’ performance has led to perfect competition. Accordingly, this study aimed to evaluate the quality indicators of hospital services considering information technology using a hybrid approach of the Kano model, Analytical Hierarchy Process (AHP), and Quality Function Deployment (QFD). In this regard, based on related studies, a total of 18 needs were recognized to evaluate the service quality of a hospital. The statistical population of the study consisted of patients of the hospital and due to the difficulty of access to the patient, a limited sample of 50 patients was selected. After collecting data, the identified needs were classified into three categories called basic, functional, and motivational using the Kano model, and 7 needs were set as basic needs. Then, using the AHP technique, the importance of the basic needs was calculated and considered as the input of the QFD model in the next phase. After providing some solutions based on the literature to meet these 7 needs, solutions were ranked and prioritized using the QFD model. Since the organization had limited resources, the Pareto technique was used to respond to 20% of these strategies and achieve 80% satisfaction. The results of the study showed that the hospitals can achieve 80% satisfaction by implementing the strategies of “holding ethics training courses online” and “creating team spirit and using health information technology in the hospital”, respectively. |
| format | Article |
| id | doaj-art-887fc714feb8487cb95c12f43c09aa27 |
| institution | Kabale University |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2023-04-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-887fc714feb8487cb95c12f43c09aa272025-08-20T03:38:06ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592023-04-0115211613710.22059/jitm.2022.339412.302887235Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information TechnologyFarshid Jahanshahee Nezhad0Ali Zamani Babgohari1Mohammadreza Taghizadeh-Yazdi2MSc., Department of Industrial Management, Faculty of Management, University of Tehran, Iran.PhD Candidate, Department of Industrial Management, Faculty of Management, University of Tehran, Iran.Associate prof., Department of Industrial Management, Faculty of Management, University of Tehran, Iran.Hospitals are the most important part of the healthcare system. Statistics show that a significant portion of health budgets are allocated to hospitals. The continuous impact of information technology on hospitals’ performance has led to perfect competition. Accordingly, this study aimed to evaluate the quality indicators of hospital services considering information technology using a hybrid approach of the Kano model, Analytical Hierarchy Process (AHP), and Quality Function Deployment (QFD). In this regard, based on related studies, a total of 18 needs were recognized to evaluate the service quality of a hospital. The statistical population of the study consisted of patients of the hospital and due to the difficulty of access to the patient, a limited sample of 50 patients was selected. After collecting data, the identified needs were classified into three categories called basic, functional, and motivational using the Kano model, and 7 needs were set as basic needs. Then, using the AHP technique, the importance of the basic needs was calculated and considered as the input of the QFD model in the next phase. After providing some solutions based on the literature to meet these 7 needs, solutions were ranked and prioritized using the QFD model. Since the organization had limited resources, the Pareto technique was used to respond to 20% of these strategies and achieve 80% satisfaction. The results of the study showed that the hospitals can achieve 80% satisfaction by implementing the strategies of “holding ethics training courses online” and “creating team spirit and using health information technology in the hospital”, respectively.https://jitm.ut.ac.ir/article_87235_8710f88f442863937d1b1bb0811b1c27.pdfhealth information technologypatient satisfactionkano modelahp techniqueqfd model |
| spellingShingle | Farshid Jahanshahee Nezhad Ali Zamani Babgohari Mohammadreza Taghizadeh-Yazdi Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology Journal of Information Technology Management health information technology patient satisfaction kano model ahp technique qfd model |
| title | Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology |
| title_full | Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology |
| title_fullStr | Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology |
| title_full_unstemmed | Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology |
| title_short | Analyzing Hospital Services Quality Using a Hybrid Approach: Evidence from Information Technology |
| title_sort | analyzing hospital services quality using a hybrid approach evidence from information technology |
| topic | health information technology patient satisfaction kano model ahp technique qfd model |
| url | https://jitm.ut.ac.ir/article_87235_8710f88f442863937d1b1bb0811b1c27.pdf |
| work_keys_str_mv | AT farshidjahanshaheenezhad analyzinghospitalservicesqualityusingahybridapproachevidencefrominformationtechnology AT alizamanibabgohari analyzinghospitalservicesqualityusingahybridapproachevidencefrominformationtechnology AT mohammadrezataghizadehyazdi analyzinghospitalservicesqualityusingahybridapproachevidencefrominformationtechnology |