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- W2783019787 abstract "Given the increasing importance of patient’s satisfaction with healthcare services in the management planning and decision making, the aim of this study is to identify and prioritize the components affecting patients’ satisfaction with healthcare public hospitals using SERVQUAL developed model and Multiple Attribute Decision Making (MADM). This is an applied study in terms of goal and the method and the nature of the study is descriptive survey. Statistical population consisted of all the patients who were admitted in one of the clinics of public hospitals in Tehran and data were collected using SERVQUAL model questionnaire. After the reliability and validity test, SAW and TOPSIS and ELECTRE techniques were used in order to prioritize the components affecting patient’s satisfaction and finally, the results of different techniques were combined together using Copeland Method and a ranking of the components was obtained. The results show that the most important components affecting patient’s satisfaction with the healthcare services from consumers’ perspective including “employing employees with sufficient knowledge and skills,” “new facilities of clinic,” and “assurance” are of the highest importance and the cost is almost the least importance." @default.
- W2783019787 created "2018-01-26" @default.
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- W2783019787 date "2017-12-31" @default.
- W2783019787 modified "2023-09-26" @default.
- W2783019787 title "Prioritizing the Components Affecting Patient`s Satisfaction with Healthcare Services using Multiple Attribute Decision Making Technique" @default.
- W2783019787 doi "https://doi.org/10.7232/iems.2017.16.4.479" @default.
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