Document Type : Original Article


1 Department of Information Tecnology, Shahid Beheshti University, Iran

2 School of Medicine, Islamic Azad University, Najafabad, Isfahan, Clinical Research Development Centre, Najafabad Branch, Islamic Azad University, Najafabad, Iran

3 Health Management Research Center, Baqiyatallah University of Medical Sciences, Tehran, Iran


INTRODUCTION: The most important goal of a proper health‑care system is to provide good health.
Today, patients do not consider hospitals as simply a place of rehabilitation; rather, they compare
the hospital with a hotel in terms of environment, facilities, services, and quality of accommodation.
This study aims to use DEMATEL approach to extract factors affecting the hoteling quality.
METHODS: This was a descriptive, cross‑sectional study conducted in 2018. The study was carried
out in two steps. In the first step, the factors affecting the hoteling quality were extracted, and in
the second step, the DEMATEL technique was used to analyze and rank the cause and effect. The
study population consists of all experts in the fields of medicine and health care (hospital managers,
deputies, and faculty members familiar with accreditation and hoteling), among which twenty experts
were selected using purposeful sampling and a questionnaire designed by the researcher consisting
of 11 dimensions was distributed among them. The reliability of the questionnaire was calculated
using Cronbach’s alpha coefficient which was equal to 0.85 while its validity was confirmed using
Delphi technique. DEMATEL approach was used for data analysis.
RESULTS: The results show that among factors, human factors and economical–financial factors
and, among subfactors, maintaining human dignity and quick action in providing emergency services
are among the most important factors affecting the hoteling quality. Maintaining human dignity and
speed of action in providing emergency services to patients was identified as the most important
factor in improving hoteling quality.
CONCLUSION: The results of this study can be used to evaluate the quality of accommodations
and health facilities, medical equipment, and building quality of hospitals, which can lead to effective
actions and improvement of patient satisfaction and the eventual success of health transformation plan.


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