Document Type : Original Article
Authors
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
Abstract
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.
Keywords
- Shirzadi SM, Raeissi P, Nasiripour AA, Tabibi SJ. Factors affecting
the quality of hospital hotel services from the patients and their
companions’ point of view: A national study in Iran. J Res Med
Sci 2016;21:46.
2. Aghamolaei T, Eftekhaari TE, Rafati S, Kahnouji K, Ahangari S,
Shahrzad ME, et al. Service quality assessment of a referral
hospital in southern Iran with servqual technique: Patients’
perspective. BMC Health Serv Res 2014;14:322.
3. Sahney S, Banwet DK, Karunes S. An integrated framework
of indices for quality management in education: A faculty
perspective. TQM J 2008;20:502‑19.
4. Chahal H, Bala M. Significant components of service brand equity
in healthcare sector. Int J Health Care Qual Assur 2012;25:343‑62.
5. Rotar AM, Botje D, Klazinga NS, Lombarts KM, Groene O,
Sunol R, et al. The involvement of medical doctors in hospital
governance and implications for quality management: A quick
scan in 19 and an in depth study in 7 OECD countries. BMC Health
Serv Res 2016;16 Suppl 2:160.
6. Sohrabinejad MS, Shakki MH. Evaluation of the quality of
performance of Rajaee hospital, Tonekabon, Iran, based on
malcolm baldrige model. J Health Res Community 2016;1:45‑52.
7. Mohammadi A. Provided the Appropriate model for TQM
Hospitals Zanjan province Based on Perceptions and Expectations
of Service Recipients and Providers of care Quality of Service
Azmvlfhhay TQM Dissertation. Tehran Medical Sciences
University; 2004, 2005.
8. Guo X, Duff A, Hair M. Service quality measurement in the
Chinese corporate banking market. Int J Bank Marketing
2008;26:305‑27.
9. Garvin D. Competing on the eight dimensions of quality. Harv
Bus Rev 1987; 6:101‑9. - 10. Abinama A, Jafari M. The impact of the design of hospitals on
hospital hoteling, healing process and medical tourism. Modern
Applied Science, 9 (12), 43–51
11. Aiello TH. Top Management’s Perceptions of Service Excellence
and Hospitality: The Case of Dr. P. Phillips Hospital: University
of Central Florida; 2008.
12. Pasuranman A, Zeithakm V, Berry L. A Multiple‑Item Scale for
Measuring Consumer Perceptions of Service Quality; 1985.
13. Zarei E, Daneshkohan A, Khabiri R, Arab M. The effect of
hospital service quality on patient’s trust. Iran Red Crescent Med
J 2015;17:e17505.
14. Tefera O, Govender K. Hotel grading, service quality, satisfaction
and loyalty‑proposing a theoretical model and relationship. Afr
J Hosp Tour Leis 2015;4:1‑17.
15. Shirzadi SM, Nasiripour AA, Raeissi P, et al. Hoteling services
quality in teaching hospitals of Iran: Model development and
Validation. Iran Red Crescent Med J 2017;19:e16794.
16. Kerfoot KM. Hospitality and service: Leading real change.
Dermatol Nurs 2009;21:153‑4, 152.
17. Wu Z, Robson S, Hollis B. The application of hospitality elements
in hospitals. J Healthc Manag 2013;58:47‑62.
18. Brekke KR, Cellini R, Siciliani L, Straume OR. Competition and
quality in health care markets: A differential‑game approach.
J Health Econ 2010;29:508‑23.
19. Burak DN. Information Technology and the Baldrige Quality
Award: The role and Impact of Information, Systems, and Service
Quality at a Community College: Capella University; 2010.
20. Shieh JI, Wu HH, Huang KK. A dematel method in identifying
key success factors of hospital service quality. Knowl Based Syst
2010;23:277‑82.
21. Jin S, Qian S, Zhu H. Identifying key factors of patient satisfaction
based on servqual and dematel. J Theor Appl Form Technol
2013;48:973‑8.
22. Trevithick S, Flabouris A, Tall G, Webber CF. International
EMS systems: New South Wales, Australia. Resuscitation
2003;59:165‑70.
23. Thakkar J, Deshmukh S, Gupta A, Shankar R. Development of
a balanced scorecard: an integrated approach of interpretive
structural modeling (ISM) and analytic network process (ANP).
Int J Productivity Perform Management 2006;56:25‑59.
24. Stewart KE, Halverson PK, Rose AV, Walker SK. Public
health workforce training: application of the Council on
Linkages’ Core Competencies. J Public Health Manag Pract.
2010;16 (5):465–469.
25. Khatri N, Gupta V, Varma A. The relationship between hr
capabilities and quality of patient care: The mediating role of
proactive work behaviors. Hum Resour Manage 2017;56:673‑91.
26. Hosseini‑Shokouh S, Sadeghian K, Ameryoun A, Zaboli R.
Organizational Factors Affecting a Patient’s Average Length
of Stay in Hospital: Systematic Review. J Mil Med. 2019;
20 (6):577‑588.
27. Moayeri A, Mahmoudi G, Dabaghi F. Factors affecting patients’
preference in choosing a hospital based on marketing mix (7p)
in Iran. Sci J Ilam Univ Med Sci 2018;26:62‑72.
28. Noorian K, Hashemi H, Salehi Z, Rahimi Madiseh M. Comparison
of operation room staffs and patients perspectives from patient
privacy in the operating room. J Clin Nurs Midwifery 2016;5:
47-57.
29. Ravaghi H, Gohari M, Adham Marellelu D, Mehrtak M, Jafari
Oori M, Azari A, et al. Assessing the inpatients awareness from
patients rights and their satisfaction from observance of that
rights in the general‑educational hospitals of tehran university
of medical sciences. J Health 2016;7:26‑34.
30. De Carvalho N, Carvalho E, Nogueira L, Falcão M, Aguiar Lopes
VC, Santos J, et al. Hospital-hotel service and quality of nursing
care according to the perspective of inpatients. International
Archives of Medicine Section: Nursing 2016;9:1-11.
)