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Journals / Beykoz Akademi Dergisi / 2025 / Cilt: 13 Sayı: 1

A TOPSIS AND FUZZY QFD BASED APPROACH TO THE EVALUATION OF PATIENT SATISFACTION

HASTA MEMNUNİYETİNİN DEĞERLENDİRİLMESİNE TOPSIS ve BULANIK KFG TEMELLİ BİR YAKLAŞIM

Elif Yafez(YILDIZ TEKNİK ÜNİVERSİTESİ, SOSYAL BİLİMLER ENSTİTÜSÜ)0000-0003-0485-3310
Beyza Özkök(YILDIZ TEKNİK ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ, İŞLETME PR.)0000-0003-2763-1665
Pages
470–501
Publication Date
2025-06-18
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Separate evaluation results were obtained for each patient group receiving emergency, outpatient and inpatient treatment.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Technology advancements and shifting living standards are causing rapid changes in the health sector.
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Key Findings & Data:Thus, the uncertainty brought by the human factor and perception was integrated into the fuzzy decision-making method by considering it.
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Conclusion & Impact:Separate evaluation results were obtained for each patient group receiving emergency, outpatient and inpatient treatment.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Hasta Memnuniyeti · TOPSIS · KFG

Abstract

Technology advancements and shifting living standards are causing rapid changes in the health sector. Service providers aim to ensure the continuity of institutions by adapting to these rapid changes in an intensely competitive environment. The sustainability of institutions depends on ensuring the satisfaction of the patients they serve and creating the intention to receive service again. The concept of satisfaction is seen as the output of the technical and service dimension evaluations of service recipients. With this motivation, the aim of the research is to examine patient satisfaction on a foundation university hospital sample. In order to analyze the service provided by the hospital from the perspective of the service recipients, the expectations of the patients and their opinions about the service quality were defined as Patient Voice (PV) through satisfaction surveys. Patient voice was prioritized using the TOPSIS method. Technical Requirements (TR) were reached within the framework of literature review, expert opinions, and legislation. Quality Function Deployment (QFD) was used based on the information obtained to examine the process holistically. Thus, the uncertainty brought by the human factor and perception was integrated into the fuzzy decision-making method by considering it. Separate evaluation results were obtained for each patient group receiving emergency, outpatient and inpatient treatment.

Özet

Sağlık sektörü teknolojik gelişmeler ve değişen yaşam şartlarına bağlı olarak hızlı değişimler göstermektedir. Hizmet sağlayıcılar yoğun rekabet ortamında bu hızlı değişimlere uyum sağlayarak kurumların devamlılıklarını sağlamayı amaçlamaktadır. Kurumların sürdürülebilirlikleri, hizmet verdikleri hastaların memnuniyetlerini sağlamaları ve tekrar hizmet alma niyeti oluşturmalarına bağlıdır. Memnuniyet kavramı hizmet alıcıların teknik boyut ve hizmet boyutu değerlendirmelerinin çıktısı olarak görülmektedir. Bu motivasyonla araştırmada bir vakıf üniversitesi hastanesi örneklemi üzerinde hasta memnuniyetinin incelenmesi amaçlanmaktadır. Hastane tarafından sunulan hizmeti hizmet alanların gözünden analiz etmek için hastaların beklentileri ve hizmet kalitesi hakkındaki görüşleri memnuniyet anketleri aracılığıyla hasta sesi (HS) olarak tanımlanmıştır. Hasta sesi TOPSIS yöntemi kullanılarak önceliklendirilmiştir. Literatür taraması, uzman görüşleri ve mevzuatlar çerçevesinde teknik gereksinimlere (TG) ulaşılmıştır. Süreci bütüncül incelemek için elde edilen bilgiler temel alınarak kalite fonksiyon göçerimi (KFG) kullanılmıştır. Böylece insan faktörü ve algısının getirdiği belirsizlik göz önünde bulundurularak bulanık karar verme yönteme entegre edilmiştir. Acil, ayaktan ve yatarak tedavi alan her bir hasta grubu için ayrı değerlendirme sonuçları elde edilmiştir.

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Cite This Article

Yafez, E., Özkök, B., *, E. Y. (2025). A TOPSIS AND FUZZY QFD BASED APPROACH TO THE EVALUATION OF PATIENT SATISFACTION. Beykoz Akademi Dergisi, Cilt: 13 Sayı: 1, 470–501. https://doi.org/10.14514/beykozad.1669566

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