Determination of critical factors through auditing process
Küçük Resim Yok
Tarih
2011
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
In order to manage a service effectively, its main quality 'elements' need to be evaluated, identifying suitable standards of comparison, and verifying that the quality requirements are fulfilled. It can be argued that a more effective measure of the actual service quality level could be based on the evaluation of the logical structure employed to produce the service and its main characteristics of businesses. Therefore, the current research derives a model aimed at evaluating and controlling the actual quality level of the hospital service. The proposed model stems from the need to provide hospital management with a diagnostic toll to evaluate and control the service quality from the patient satisfaction perspective. In particular, the model uses a chain event analysis to assess the service quality as well as to identify likely problems (i.e. gaps between existing and desired states). Determining the weakest chain that reduces the satisfaction level of patients will help managers to identify the problem areas in hospitals, and then administrative board to take preventive actions. Study uses satisfaction metrics from 0 to 5 and accepted all patients satisfied at 100 percent. Its' practical implementation involves exclusively some quality assessors (experts) who are specifically instructed in simulating, several contacts between customers and hospital service, in a short time.
Açıklama
Anahtar Kelimeler
Auditing income, Hospital management, Performance measurement, Service components
Kaynak
European Journal of Social Sciences
WoS Q Değeri
Scopus Q Değeri
N/A
Cilt
22
Sayı
3
