Cargando…

Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach

The main purpose of this study is to explore the application of the balanced scorecard (BSC) to service performance measurements of medical institutions using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). According to the concept of BSC, a total...

Descripción completa

Detalles Bibliográficos
Autores principales: Lin, Chieh-Yu, Shih, Fu-Chiang, Ho, Yi-Hui
Formato: Online Artículo Texto
Lenguaje:English
Publicado: MDPI 2023
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9859192/
https://www.ncbi.nlm.nih.gov/pubmed/36673778
http://dx.doi.org/10.3390/ijerph20021022
_version_ 1784874293828517888
author Lin, Chieh-Yu
Shih, Fu-Chiang
Ho, Yi-Hui
author_facet Lin, Chieh-Yu
Shih, Fu-Chiang
Ho, Yi-Hui
author_sort Lin, Chieh-Yu
collection PubMed
description The main purpose of this study is to explore the application of the balanced scorecard (BSC) to service performance measurements of medical institutions using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). According to the concept of BSC, a total of four evaluation dimensions and twenty-two indicators of medical service performance measurements were developed. To collect data, this study delivered expert questionnaires to medical-related professional supervisors, deans, and heads of medical institutions in Taiwan. By combining the AHP and DEMATEL, the priority and causality of service performance standards in medical institutions were obtained. The results of this study show that the customer dimension is the most important service performance measurement dimension for medical institutions. The seven key service performance measurement indicators that are most important for medical institutions, in order, are “complete and comfortable equipment”, “competitiveness of the medical profession”, “continuity of patient-to-hospital treatment”, “classification of medical profession according to customers (VIP system)”, “complete medical service”, “complete salary, remuneration, and policy”, and “medical incomes of institutions”. In terms of causality, provided the complete services of medical institutions are improved, the continuity of patient-to-hospital treatment, the competitiveness of the medical profession, and the medical incomes of institutions would be influenced.
format Online
Article
Text
id pubmed-9859192
institution National Center for Biotechnology Information
language English
publishDate 2023
publisher MDPI
record_format MEDLINE/PubMed
spelling pubmed-98591922023-01-21 Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach Lin, Chieh-Yu Shih, Fu-Chiang Ho, Yi-Hui Int J Environ Res Public Health Article The main purpose of this study is to explore the application of the balanced scorecard (BSC) to service performance measurements of medical institutions using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). According to the concept of BSC, a total of four evaluation dimensions and twenty-two indicators of medical service performance measurements were developed. To collect data, this study delivered expert questionnaires to medical-related professional supervisors, deans, and heads of medical institutions in Taiwan. By combining the AHP and DEMATEL, the priority and causality of service performance standards in medical institutions were obtained. The results of this study show that the customer dimension is the most important service performance measurement dimension for medical institutions. The seven key service performance measurement indicators that are most important for medical institutions, in order, are “complete and comfortable equipment”, “competitiveness of the medical profession”, “continuity of patient-to-hospital treatment”, “classification of medical profession according to customers (VIP system)”, “complete medical service”, “complete salary, remuneration, and policy”, and “medical incomes of institutions”. In terms of causality, provided the complete services of medical institutions are improved, the continuity of patient-to-hospital treatment, the competitiveness of the medical profession, and the medical incomes of institutions would be influenced. MDPI 2023-01-06 /pmc/articles/PMC9859192/ /pubmed/36673778 http://dx.doi.org/10.3390/ijerph20021022 Text en © 2023 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
spellingShingle Article
Lin, Chieh-Yu
Shih, Fu-Chiang
Ho, Yi-Hui
Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title_full Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title_fullStr Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title_full_unstemmed Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title_short Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach
title_sort applying the balanced scorecard to build service performance measurements of medical institutions: an ahp-dematel approach
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9859192/
https://www.ncbi.nlm.nih.gov/pubmed/36673778
http://dx.doi.org/10.3390/ijerph20021022
work_keys_str_mv AT linchiehyu applyingthebalancedscorecardtobuildserviceperformancemeasurementsofmedicalinstitutionsanahpdematelapproach
AT shihfuchiang applyingthebalancedscorecardtobuildserviceperformancemeasurementsofmedicalinstitutionsanahpdematelapproach
AT hoyihui applyingthebalancedscorecardtobuildserviceperformancemeasurementsofmedicalinstitutionsanahpdematelapproach