Background: The expansion of activities and performance areas of organizations and modern management issues imply that organizations are no longer satisfied with success in only a limited number of elements. Mathematical models, thus, were formed and gradually developed for assessing organizations and providing the right tools.
Objectives: This study was conducted to provide a model for improving the quality of services to patients with cataracts.
Methods: The study population consisted of 20 experts in health service management in one group and 396 patients in another group. The data were used for the Importance-Performance Analysis (IPA). The first group consisted of 20 experts selected for the localization of the quality of services and the ISM. This applied descriptive-analytical study used the Fuzzy Delphi method for selecting the elements of the quality of services, the importance-performance analysis for identifying the strengths and weaknesses of these elements, and the Interpretive-Structural modeling for improving the elements of the quality of services by prioritizing the effect of the factors.
Results: The eye hospital has to pay immediate attention to elements including “reliability”, “support services”, “knowledge of personnel”, “waiting time”, “assurance”, “sympathy”, “decorum and modesty”, “understanding the patients”, “patients’ safety”, “continuous services”, “complaints management”, “cleanness/tidiness of environment,” and “rapid provision of services” to improve the quality of its services.
Conclusions: Interpretive structural modeling showed that two variables “technology and innovation” and “reliability” acted as the cornerstone of the model and they should be emphasized first and foremost for the system to begin functioning.
- Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. J Retailing Consum Serv. 2018;40:261-9. doi: 10.1016/j.jretconser.2016.10.011.
- Lupo T. A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily. Appl Soft Comput. 2016;40:468-78. doi: 10.1016/j.asoc.2015.12.010.
- Shafii M, Rafiei S, Abooee F, Bahrami MA, Nouhi M, Lotfi F, et al. Assessment of service quality in teaching hospitals of Yazd University of Medical Sciences: Using multi-criteria decision making techniques. Osong Public Health Res Perspect. 2016;7(4):239-47. doi: 10.1016/j.phrp.2016.05.001. [PubMed: 27635374]. [PubMed Central: PMC5014758].
- Babakus E, Inhofe M. Measuring perceived service quality as a multi-attribute attitude. Proceedings of the 1993 Academy of Marketing Science (AMS) Annual Conference. Germany. Springer, Cham; 2015. p. 376-80.
- Handayani PW, Hidayanto AN, Sandhyaduhita PI, Ayuningtyas D. Strategic hospital services quality analysis in Indonesia. Expert Syst Appl. 2015;42(6):3067-78. doi: 10.1016/j.eswa.2014.11.065.
- Zarei E, Daneshkohan A, Pouragha B, Marzban S, Arab M. An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Glob J Health Sci. 2014;7(1):1-9. doi: 10.5539/gjhs.v7n1p1. [PubMed: 25560338]. [PubMed Central: PMC4796458].
- Mohebifar R, Hasani H, Barikani A, Rafiei S. Evaluating service quality from patients' perceptions: Application of importance-performance analysis method. Osong Public Health Res Perspect. 2016;7(4):233-8. doi: 10.1016/j.phrp.2016.05.002. [PubMed: 27635373]. [PubMed Central: PMC5014747].
- Lee YC, Wu HH, Hsieh WL, Weng SJ, Hsieh LP, Huang CH. Applying importance-performance analysis to patient safety culture. Int J Health Care Qual Assur. 2015;28(8):826-40. doi: 10.1108/IJHCQA-03-2015-0039. [PubMed: 26440485].
- Sindhu S, Nehra V, Luthra S. Identification and analysis of barriers in implementation of solar energy in Indian rural sector using integrated ISM and fuzzy MICMAC approach. Renewable Sustainable Energy Rev. 2016;62:70-88. doi: 10.1016/j.rser.2016.04.033.
- Li M, Lowrie DB, Huang CY, Lu XC, Zhu YC, Wu XH, et al. Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pac J Trop Biomed. 2015;5(6):497-504. doi: 10.1016/j.apjtb.2015.02.003.
- Singh A, Prasher A. Measuring healthcare service quality from patients’ perspective: Using fuzzy AHP application. Total Qual Manage Bus Excellence. 2017;30(3-4):284-300. doi: 10.1080/14783363.2017.1302794.
- Al Fraihi KJ, Latif SA. Evaluation of outpatient service quality in Eastern Saudi Arabia. Patient's expectations and perceptions. Saudi Med J. 2016;37(4):420-8. doi: 10.15537/smj.2016.4.14835. [PubMed: 27052285]. [PubMed Central: PMC4852020].
- Izogo EE, Ogba IE. Service quality, customer satisfaction and loyalty in automobile repair services sector. Int J Qual Reliab Manage. 2015;32(3):250-69. doi: 10.1108/ijqrm-05-2013-0075.
- Famiyeh S, Kwarteng A, Asante-Darko D. Service quality, customer satisfaction and loyalty in automobile maintenance services. J Qual Maint Engin. 2018;24(3):262-79. doi: 10.1108/jqme-10-2016-0056.
- Yin SY, Huang KK, Shieh JI, Liu YH, Wu HH. Telehealth services evaluation: A combination of SERVQUAL model and importance-performance analysis. Qual Quant. 2015;50(2):751-66. doi: 10.1007/s11135-015-0174-4.
- Lee DH. Healthqual: A multi-item scale for assessing healthcare service quality. Serv Bus. 2016;11(3):491-516. doi: 10.1007/s11628-016-0317-2.
- Karimi Shirazi H, Modiri M, Pourhabibi Z, Rafiei Gilevaee A. Improving the quality of clinical dental services using the importance-performance analysis (IPA) approach and interpretive-structural modeling (ISM). J Dentomaxillofacial Radiol Pathol Surg. 2016;6(1):14-26.
- Motaghi M, Kouchaki E. Education services quality of Kashan Medical Science University, based on SERVQUAL model in viewpoints of students. Int Arch Health Sci. 2017;4(4):84. doi: 10.4103/iahs.iahs_9_17.