How to cite this paper
Golrizgashti, S., Safaie, N & Saadatmand, M. (2024). A multi-criteria decision-making integrated approach for identifying and ranking factors affecting the quality of cosmetic surgery clinic services.Decision Science Letters , 13(1), 45-66.
Refrences
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Aakriti Gupta, MD, MS., Yuan Yu, MD., Qi Tan, MPH., Liu, S., Frederick A. Masoudi, MD, MSPH., Xue Du, MD., Jian Zhang, MD., Harlan M. Krumholz, MD, SM., & Jing Li, MD. (2020). Quality of Care for Patients Hospitalized for Heart Failure in China. JAMA Netw Open, 3(1), e1918619. doi:10.1001/jamanetworkopen.2019.18619
Arasli, H., Haktan ekiz E., & Turan Katricioglu, S. (2008). Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. International journal of health care quality assurance, 21(1), 8-23.
Aliman, N., & Mohamad, W. (2016). Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An inves-tigation on Private Healthcare in Malaysia. Procedia- Social and Behavioral Sciences, 224 (2016), 141–148.
Asgari, N., Hessam, S., Asl, IM., & Vahdat., S. (2020). Designing Accreditation Standards for Limited Surgery Facilities in Iran. Health Scope, 9(3), e99351.
Altuntas, S., Dereli., T., & Erdoğan., Z. (2022). Evaluation of service quality using SERVQUAL scale and machine learn-ing algorithms: a case study in healthcare. Kybernetes, 51(2), 846-875. https://doi.org/10.1108/K-10-2020-0649
Al Awadh, M. (2022). Utilizing Multi-Criteria Decision Making to Evaluate the Quality of healthcare Services. Sustaina-bility, 14(19), 12745. https://doi.org/10.3390/su141912745
Büyüközkan, G., Cifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP meth-odology. Expert Systems with Applications, 38(8), 9407-24.
Boulkedid, R., Abdoul, H., Loustau, M., Sibony, O., & Alberti, C. (2018). Using and Reporting the Delphi Method for Se-lecting Healthcare Quality Indicators: A Systematic Review. PLoS ONE, 6(6), e20476.
Brailsford, S., & Vissers, J. (2011). OR in healthcare: A European perspective. European Journal of Operational Re-search, 212(2), 223–234.
Boulkedid, R., Abdoul, H., Loustau, M., Sibony, O., & Alberti, C. (2011). Using and Reporting the Delphi Method for Se-lecting Healthcare Quality Indicators: A Systematic Review. PLoS One, 6(6), e20476.
Bakar, C., Akgun, HS., & Al Assaf, AF. (2009). The role of expectations in patient assessments of hospital care: an ex-ample from a university hospital network, Turkey. International Journal of Health Care Quality Assurance, 21(4), 343-55.
Budivwan, V., & Efendi. (2016). The Understanding of Indonesian Patients of Hospital Service Quality in Singapore. Procedia - Social and Behavioral Sciences, 224(2016), 176 – 183.
Dabibi, M., Moghaddam, B., & Afshar Kazemi., M. (2016). Locating distribution/service centers based on multi objective decision making using set covering and proximity to stock market. International Journal of Industrial Engineering Computations, 7 (2016), 635–648.
Díaz-López, D., López-Valencia, N., González-Neira, E., Barrera, D., R. Suárez, D., Caro-Gutiérrez, M., & Sefair. C. (2018). A simulation-optimization approach for the surgery scheduling problem: a case study considering stochastic surgical times. International Journal of Industrial Engineering Computations, 9 (2018), 409-422.
Farhadi, P., Niyas, M., Shokrpour, N., & Ravangard, R. (2020). Prioritizing Factors Affecting Health Service Quality us-ing Integrated Fuzzy DEMATEL and ANP: A Case of Iran. Open Public Health Journal, 13(1), 263–272.
Fontela, E., & Gabus, A. (1976). The DEMATEL observer. DEMATEL 1976 Report. Switzerland Geneva: Battelle Geneva Research Center.
García-Madariaga, J., & Rodríguez-Rivera, F. (2017). Corporate social responsibility, customer satisfaction, corporate reputation, and firms’ market value: Evidence from the automobile industry. Spanish Journal of Marketing, 1(2017), 39-53.
Gao, H., Lu, S., & Kou, X. (2022). Research on the identification of medical service quality factors: based on a data-driven method. Internet Research, 32(5), 1617-1645. https://doi.org/10.1108/INTR-10-2020-0554
Hulshof, P. J. H., Kortbeek, N., Boucherie, R. J., Hans, E. W., & Bakker, P. J. M. (2012). Taxonomic classification of planning decisions in health care: a structured review of the state of the art in OR/MS. Health Systems, 1(2), 129–175.
Hopkins, S., Brune, P., Chapman, JR., Horton, M., Oskouian, R., Patel, A., & Moisi, MD. (2020) Quality and Clinical Care Development in Spine Surgery—Connecting the Dots: An Expanded Clinical Narrative. Sage Journals, 10(1), 10S-16S. https://doi.org/10.1177/2192568219871248
Handayani, P.W., Hidayanto, A,N., Sandhayaduhita, P.I., & Kasiyah, ayuningtyas, D. (2015) Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications, 42(6), 3067-3078.
Kilbourne, AM., Beck, K., Spaeth‐Rublee, B., Ramanuj, P., O'Brien, RW., Tomoyasu, N., & Pincus, HA. (2018). Measur-ing and improving the quality of mental health care: a global perspective. World Psychiatry, 17(1), 30-38.
Kimweri, A., Hermosilla, S., Larson, E., Mbaruku, G., & Kruk. M. (2016). Service quality influences delivery decisions: A qualitative study on maternity care in rural Tanzania. Journal of Reproductive Health and Medicine, 2(1), S11-S15.
Karatas, M., Karacan, I., & Tozan, H. (2018). An integrated multi-criteria decision making methodology for health tech-nology assessment, European Journal of Industrial Engineering, 12 (4), 504 – 534.
Lupo, T. (2016) A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily. Applied Soft Computing, 40 (2016), 468–478.
Li, M., Lowrie, D.B., Huang, C.Y., Lu, X.C., Zhu, Y.C., Wu, X.H., SHayiti, M., Tan. Q.Z., Yang. H.Z., Chen. S.Y., Zhao. P., He. S. H., Wang. X.R., & Lu. H. Z. (2015) Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.
Lopes Sauers, AD., Sauers, EL, & Snyder Valier, AR. (2017). Quality Improvement in Athletic Health Care. Journal of Athletic Training, 52(11), 1070–1078.
Samartzis, L., & A. Talias, M (2020). Assessing and Improving the Quality in Mental Health Services. Int. J. Environ. Res. Public Health, 17(1), 249. https://doi.org/10.3390/ijerph17010249
Meesala, A. , & Paul, J. (2016). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future .Journal of Retailing and Consumer Services, 40( 2018), 261-269.
Martins, A.L., Carvalho, J.C., Ramos, T., & Fael. J. (2015). Assessing Obstetrics Perceived Service Quality at a Public Hospital. Procedia - Social and Behavioral Sciences, 181, 414-422.
Mitropoulos, P., Vasileiou, K. , & Mitropoulos, I. (2017). Understanding quality and satisfaction in public hospital ser-vices: A nationwide inpatient survey in Greece. Journal of Retailing and Consumer Services, 40(2018), 270-275.
Marinelli, M. (2020). Emergency Healthcare Facilities: Managing Design in a Post Covid-19 World. IEEE Engineering management review, 48(4), 65-71.
Rodriguez, ARSC., & Oliveira, PVD. (2022). An extension of systematic layout planning by using fuzzy AHP and fuzzy VIKOR methods: a case study. European Journal of Industrial Engineering, 16(1),1 – 30.
Singh, A ., & Prasher, A. (2019). Measuring healthcare service quality from patients’ perspective: using Fuzzy AHP ap-plication. Total Quality Management & Business Excellence, 30(3-4), 284-300. DOI: 10.1080/14783363.2017.1302794
Saaty, T.L. (2002). Decision making, scaling, and number crunching, Journal of Decision Sciences, 20(2), 404-409.
Skulmoski, G,J., Hartman, F.T., & Krahn, J. (2007). The Delphi method for graduate research. Journal of Information Technology Education, 6(1), 1–21.
Sufiyan, M., Haleem, A., Khan, S., & Khan, M. I. (2019). Evaluating food supply chain performance using hybrid fuzzy MCDM technique. Sustainable Production and Consumption, 20(2019), 40-57.
Thakkar, J., Deshmukh, S. G., Gupta, A. D., & Shankar, R. (2007). Development of a Balanced Scorecard an Integrated Approach of Interpretive Structural Modeling (ISM) and Analytic Network Process (ANP). International Journal of Productivity and Performance Management, 56(1), 25-59.
Tzeng, G. H., Chen, W. H., Yu, R., & Shih, M. L. (2010). Fuzzy decision maps: a generalization of the DEMATEL meth-ods. Soft Computing, 14(11), 1141–1150.
Tzeng, G.H., Chiang, C.H., & Li, C.W. (2007). Evaluating intertwined effects in e-learning programs: a novel hybrid MCDM model based on factor analysis and DEMATEL. Expert systems with Applications, 32(2007), 1028–1044.
Vaish. A., Vaish, A., Vaishya, R., & Bhawal, S. (2016). Customer relationship management (CRM) towards service orien-tation in hospitals: A review. Apollo Medicine, 13(4), 224-228.
Wu, W.W. (2008). Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Ex-pert Systems with Applications, 35(3), 828-835.
Wehde, M. (2019). Healthcare 4.0. IEEE Engineering Management Review, 47(3), 24-28. doi: 10.1109/EMR.2019.2930702.
Aakriti Gupta, MD, MS., Yuan Yu, MD., Qi Tan, MPH., Liu, S., Frederick A. Masoudi, MD, MSPH., Xue Du, MD., Jian Zhang, MD., Harlan M. Krumholz, MD, SM., & Jing Li, MD. (2020). Quality of Care for Patients Hospitalized for Heart Failure in China. JAMA Netw Open, 3(1), e1918619. doi:10.1001/jamanetworkopen.2019.18619
Arasli, H., Haktan ekiz E., & Turan Katricioglu, S. (2008). Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. International journal of health care quality assurance, 21(1), 8-23.
Aliman, N., & Mohamad, W. (2016). Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An inves-tigation on Private Healthcare in Malaysia. Procedia- Social and Behavioral Sciences, 224 (2016), 141–148.
Asgari, N., Hessam, S., Asl, IM., & Vahdat., S. (2020). Designing Accreditation Standards for Limited Surgery Facilities in Iran. Health Scope, 9(3), e99351.
Altuntas, S., Dereli., T., & Erdoğan., Z. (2022). Evaluation of service quality using SERVQUAL scale and machine learn-ing algorithms: a case study in healthcare. Kybernetes, 51(2), 846-875. https://doi.org/10.1108/K-10-2020-0649
Al Awadh, M. (2022). Utilizing Multi-Criteria Decision Making to Evaluate the Quality of healthcare Services. Sustaina-bility, 14(19), 12745. https://doi.org/10.3390/su141912745
Büyüközkan, G., Cifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP meth-odology. Expert Systems with Applications, 38(8), 9407-24.
Boulkedid, R., Abdoul, H., Loustau, M., Sibony, O., & Alberti, C. (2018). Using and Reporting the Delphi Method for Se-lecting Healthcare Quality Indicators: A Systematic Review. PLoS ONE, 6(6), e20476.
Brailsford, S., & Vissers, J. (2011). OR in healthcare: A European perspective. European Journal of Operational Re-search, 212(2), 223–234.
Boulkedid, R., Abdoul, H., Loustau, M., Sibony, O., & Alberti, C. (2011). Using and Reporting the Delphi Method for Se-lecting Healthcare Quality Indicators: A Systematic Review. PLoS One, 6(6), e20476.
Bakar, C., Akgun, HS., & Al Assaf, AF. (2009). The role of expectations in patient assessments of hospital care: an ex-ample from a university hospital network, Turkey. International Journal of Health Care Quality Assurance, 21(4), 343-55.
Budivwan, V., & Efendi. (2016). The Understanding of Indonesian Patients of Hospital Service Quality in Singapore. Procedia - Social and Behavioral Sciences, 224(2016), 176 – 183.
Dabibi, M., Moghaddam, B., & Afshar Kazemi., M. (2016). Locating distribution/service centers based on multi objective decision making using set covering and proximity to stock market. International Journal of Industrial Engineering Computations, 7 (2016), 635–648.
Díaz-López, D., López-Valencia, N., González-Neira, E., Barrera, D., R. Suárez, D., Caro-Gutiérrez, M., & Sefair. C. (2018). A simulation-optimization approach for the surgery scheduling problem: a case study considering stochastic surgical times. International Journal of Industrial Engineering Computations, 9 (2018), 409-422.
Farhadi, P., Niyas, M., Shokrpour, N., & Ravangard, R. (2020). Prioritizing Factors Affecting Health Service Quality us-ing Integrated Fuzzy DEMATEL and ANP: A Case of Iran. Open Public Health Journal, 13(1), 263–272.
Fontela, E., & Gabus, A. (1976). The DEMATEL observer. DEMATEL 1976 Report. Switzerland Geneva: Battelle Geneva Research Center.
García-Madariaga, J., & Rodríguez-Rivera, F. (2017). Corporate social responsibility, customer satisfaction, corporate reputation, and firms’ market value: Evidence from the automobile industry. Spanish Journal of Marketing, 1(2017), 39-53.
Gao, H., Lu, S., & Kou, X. (2022). Research on the identification of medical service quality factors: based on a data-driven method. Internet Research, 32(5), 1617-1645. https://doi.org/10.1108/INTR-10-2020-0554
Hulshof, P. J. H., Kortbeek, N., Boucherie, R. J., Hans, E. W., & Bakker, P. J. M. (2012). Taxonomic classification of planning decisions in health care: a structured review of the state of the art in OR/MS. Health Systems, 1(2), 129–175.
Hopkins, S., Brune, P., Chapman, JR., Horton, M., Oskouian, R., Patel, A., & Moisi, MD. (2020) Quality and Clinical Care Development in Spine Surgery—Connecting the Dots: An Expanded Clinical Narrative. Sage Journals, 10(1), 10S-16S. https://doi.org/10.1177/2192568219871248
Handayani, P.W., Hidayanto, A,N., Sandhayaduhita, P.I., & Kasiyah, ayuningtyas, D. (2015) Strategic hospital services quality analysis in Indonesia. Expert Systems with Applications, 42(6), 3067-3078.
Kilbourne, AM., Beck, K., Spaeth‐Rublee, B., Ramanuj, P., O'Brien, RW., Tomoyasu, N., & Pincus, HA. (2018). Measur-ing and improving the quality of mental health care: a global perspective. World Psychiatry, 17(1), 30-38.
Kimweri, A., Hermosilla, S., Larson, E., Mbaruku, G., & Kruk. M. (2016). Service quality influences delivery decisions: A qualitative study on maternity care in rural Tanzania. Journal of Reproductive Health and Medicine, 2(1), S11-S15.
Karatas, M., Karacan, I., & Tozan, H. (2018). An integrated multi-criteria decision making methodology for health tech-nology assessment, European Journal of Industrial Engineering, 12 (4), 504 – 534.
Lupo, T. (2016) A fuzzy framework to evaluate service quality in the healthcare industry: An empirical case of public hospital service evaluation in Sicily. Applied Soft Computing, 40 (2016), 468–478.
Li, M., Lowrie, D.B., Huang, C.Y., Lu, X.C., Zhu, Y.C., Wu, X.H., SHayiti, M., Tan. Q.Z., Yang. H.Z., Chen. S.Y., Zhao. P., He. S. H., Wang. X.R., & Lu. H. Z. (2015) Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pacific Journal of Tropical Biomedicine, 5(6), 497-504.
Lopes Sauers, AD., Sauers, EL, & Snyder Valier, AR. (2017). Quality Improvement in Athletic Health Care. Journal of Athletic Training, 52(11), 1070–1078.
Samartzis, L., & A. Talias, M (2020). Assessing and Improving the Quality in Mental Health Services. Int. J. Environ. Res. Public Health, 17(1), 249. https://doi.org/10.3390/ijerph17010249
Meesala, A. , & Paul, J. (2016). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future .Journal of Retailing and Consumer Services, 40( 2018), 261-269.
Martins, A.L., Carvalho, J.C., Ramos, T., & Fael. J. (2015). Assessing Obstetrics Perceived Service Quality at a Public Hospital. Procedia - Social and Behavioral Sciences, 181, 414-422.
Mitropoulos, P., Vasileiou, K. , & Mitropoulos, I. (2017). Understanding quality and satisfaction in public hospital ser-vices: A nationwide inpatient survey in Greece. Journal of Retailing and Consumer Services, 40(2018), 270-275.
Marinelli, M. (2020). Emergency Healthcare Facilities: Managing Design in a Post Covid-19 World. IEEE Engineering management review, 48(4), 65-71.
Rodriguez, ARSC., & Oliveira, PVD. (2022). An extension of systematic layout planning by using fuzzy AHP and fuzzy VIKOR methods: a case study. European Journal of Industrial Engineering, 16(1),1 – 30.
Singh, A ., & Prasher, A. (2019). Measuring healthcare service quality from patients’ perspective: using Fuzzy AHP ap-plication. Total Quality Management & Business Excellence, 30(3-4), 284-300. DOI: 10.1080/14783363.2017.1302794
Saaty, T.L. (2002). Decision making, scaling, and number crunching, Journal of Decision Sciences, 20(2), 404-409.
Skulmoski, G,J., Hartman, F.T., & Krahn, J. (2007). The Delphi method for graduate research. Journal of Information Technology Education, 6(1), 1–21.
Sufiyan, M., Haleem, A., Khan, S., & Khan, M. I. (2019). Evaluating food supply chain performance using hybrid fuzzy MCDM technique. Sustainable Production and Consumption, 20(2019), 40-57.
Thakkar, J., Deshmukh, S. G., Gupta, A. D., & Shankar, R. (2007). Development of a Balanced Scorecard an Integrated Approach of Interpretive Structural Modeling (ISM) and Analytic Network Process (ANP). International Journal of Productivity and Performance Management, 56(1), 25-59.
Tzeng, G. H., Chen, W. H., Yu, R., & Shih, M. L. (2010). Fuzzy decision maps: a generalization of the DEMATEL meth-ods. Soft Computing, 14(11), 1141–1150.
Tzeng, G.H., Chiang, C.H., & Li, C.W. (2007). Evaluating intertwined effects in e-learning programs: a novel hybrid MCDM model based on factor analysis and DEMATEL. Expert systems with Applications, 32(2007), 1028–1044.
Vaish. A., Vaish, A., Vaishya, R., & Bhawal, S. (2016). Customer relationship management (CRM) towards service orien-tation in hospitals: A review. Apollo Medicine, 13(4), 224-228.
Wu, W.W. (2008). Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Ex-pert Systems with Applications, 35(3), 828-835.
Wehde, M. (2019). Healthcare 4.0. IEEE Engineering Management Review, 47(3), 24-28. doi: 10.1109/EMR.2019.2930702.