An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey

Aziz Kemal Konyalıoğlu; Tuğçe Beldek; Hatice Camgöz Akdağ; Gizem Deniz

doi:10.1007/978-3-030-31343-2_10

An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey

Aziz Kemal Konyalıoğlu, Tuğçe Beldek^*, Hatice Camgöz Akdağ, Gizem Deniz

^*Corresponding author for this work

Department of Management Engineering

Istanbul Technical University

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Improving quality is a very important issue in hospitals. Measuring quality is directly proportional to measuring sustainability criteria. Customer satisfaction is seemingly correlated with the factors which affect sustainability evaluation. Besides, the evaluation sustainability and satisfaction consist of different kinds of uncertainties. In this case, Quality Function Deployment (QFD) is very useful tool to evaluate customer satisfaction integrated with the fact that the weights of QFD are calculated by the method of Analytic Hierarchy Process (AHP). In this study, we propose an integrated approach for the evaluation of sustainability in Turkish Hospitals by using Quality Function Deployment and Analytic Hierarchy Process in order to assess patient satisfaction by considering the most important criterium in hospitals. This study enlightens the relations between patient satisfaction in hospitals and sustainability assessments in the same place.

Original language	English
Title of host publication	Proceedings of the International Symposium for Production Research 2019
Editors	Numan M. Durakbasa, Muhammed Nafis Osman Zahid, Radhiyah Abd. Aziz, Ahmad Razlan Yusoff, Nafrizuan Mat Yahya, Fazilah Abdul Aziz, Mohd Yazid Abu, M. Günes Gençyilmaz
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	119-128
Number of pages	10
ISBN (Print)	9783030313425, 9789811509490
DOIs	https://doi.org/10.1007/978-3-030-31343-2_10
Publication status	Published - 2020
Event	19th International Symposium for Production Research, ISPR 2019 - Vienna, Austria Duration: 28 Aug 2019 → 30 Aug 2019

Publication series

Name	Lecture Notes in Mechanical Engineering
ISSN (Print)	2195-4356
ISSN (Electronic)	2195-4364

Conference

Conference	19th International Symposium for Production Research, ISPR 2019
Country/Territory	Austria
City	Vienna
Period	28/08/19 → 30/08/19

Bibliographical note

Publisher Copyright:
© 2020, Springer Nature Switzerland AG.

Keywords

AHP
Healthcare
QFD
Quality management

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-31343-2_10

Cite this

Konyalıoğlu, A. K., Beldek, T., Akdağ, H. C., & Deniz, G. (2020). An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey. In N. M. Durakbasa, M. N. Osman Zahid, R. Abd. Aziz, A. R. Yusoff, N. Mat Yahya, F. Abdul Aziz, M. Yazid Abu, & M. G. Gençyilmaz (Eds.), Proceedings of the International Symposium for Production Research 2019 (pp. 119-128). (Lecture Notes in Mechanical Engineering). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-030-31343-2_10

Konyalıoğlu, Aziz Kemal ; Beldek, Tuğçe ; Akdağ, Hatice Camgöz et al. / An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals : A Case of Turkey. Proceedings of the International Symposium for Production Research 2019. editor / Numan M. Durakbasa ; Muhammed Nafis Osman Zahid ; Radhiyah Abd. Aziz ; Ahmad Razlan Yusoff ; Nafrizuan Mat Yahya ; Fazilah Abdul Aziz ; Mohd Yazid Abu ; M. Günes Gençyilmaz. Springer Science and Business Media Deutschland GmbH, 2020. pp. 119-128 (Lecture Notes in Mechanical Engineering).

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title = "An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey",

abstract = "Improving quality is a very important issue in hospitals. Measuring quality is directly proportional to measuring sustainability criteria. Customer satisfaction is seemingly correlated with the factors which affect sustainability evaluation. Besides, the evaluation sustainability and satisfaction consist of different kinds of uncertainties. In this case, Quality Function Deployment (QFD) is very useful tool to evaluate customer satisfaction integrated with the fact that the weights of QFD are calculated by the method of Analytic Hierarchy Process (AHP). In this study, we propose an integrated approach for the evaluation of sustainability in Turkish Hospitals by using Quality Function Deployment and Analytic Hierarchy Process in order to assess patient satisfaction by considering the most important criterium in hospitals. This study enlightens the relations between patient satisfaction in hospitals and sustainability assessments in the same place.",

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author = "Konyalıoğlu, {Aziz Kemal} and Tuğ{\c c}e Beldek and Akdağ, {Hatice Camg{\"o}z} and Gizem Deniz",

note = "Publisher Copyright: {\textcopyright} 2020, Springer Nature Switzerland AG.; 19th International Symposium for Production Research, ISPR 2019 ; Conference date: 28-08-2019 Through 30-08-2019",

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doi = "10.1007/978-3-030-31343-2_10",

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Konyalıoğlu, AK, Beldek, T, Akdağ, HC & Deniz, G 2020, An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey. in NM Durakbasa, MN Osman Zahid, R Abd. Aziz, AR Yusoff, N Mat Yahya, F Abdul Aziz, M Yazid Abu & MG Gençyilmaz (eds), Proceedings of the International Symposium for Production Research 2019. Lecture Notes in Mechanical Engineering, Springer Science and Business Media Deutschland GmbH, pp. 119-128, 19th International Symposium for Production Research, ISPR 2019, Vienna, Austria, 28/08/19. https://doi.org/10.1007/978-3-030-31343-2_10

An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey. / Konyalıoğlu, Aziz Kemal; Beldek, Tuğçe; Akdağ, Hatice Camgöz et al.
Proceedings of the International Symposium for Production Research 2019. ed. / Numan M. Durakbasa; Muhammed Nafis Osman Zahid; Radhiyah Abd. Aziz; Ahmad Razlan Yusoff; Nafrizuan Mat Yahya; Fazilah Abdul Aziz; Mohd Yazid Abu; M. Günes Gençyilmaz. Springer Science and Business Media Deutschland GmbH, 2020. p. 119-128 (Lecture Notes in Mechanical Engineering).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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T1 - An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals

T2 - 19th International Symposium for Production Research, ISPR 2019

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AU - Beldek, Tuğçe

AU - Akdağ, Hatice Camgöz

AU - Deniz, Gizem

PY - 2020

Y1 - 2020

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AB - Improving quality is a very important issue in hospitals. Measuring quality is directly proportional to measuring sustainability criteria. Customer satisfaction is seemingly correlated with the factors which affect sustainability evaluation. Besides, the evaluation sustainability and satisfaction consist of different kinds of uncertainties. In this case, Quality Function Deployment (QFD) is very useful tool to evaluate customer satisfaction integrated with the fact that the weights of QFD are calculated by the method of Analytic Hierarchy Process (AHP). In this study, we propose an integrated approach for the evaluation of sustainability in Turkish Hospitals by using Quality Function Deployment and Analytic Hierarchy Process in order to assess patient satisfaction by considering the most important criterium in hospitals. This study enlightens the relations between patient satisfaction in hospitals and sustainability assessments in the same place.

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BT - Proceedings of the International Symposium for Production Research 2019

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A2 - Osman Zahid, Muhammed Nafis

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A2 - Yusoff, Ahmad Razlan

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A2 - Abdul Aziz, Fazilah

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A2 - Gençyilmaz, M. Günes

PB - Springer Science and Business Media Deutschland GmbH

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Konyalıoğlu AK, Beldek T, Akdağ HC, Deniz G. An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey. In Durakbasa NM, Osman Zahid MN, Abd. Aziz R, Yusoff AR, Mat Yahya N, Abdul Aziz F, Yazid Abu M, Gençyilmaz MG, editors, Proceedings of the International Symposium for Production Research 2019. Springer Science and Business Media Deutschland GmbH. 2020. p. 119-128. (Lecture Notes in Mechanical Engineering). doi: 10.1007/978-3-030-31343-2_10

An Integrated Approach for the Evaluation of Sustainability and Patient Satisfaction in Hospitals: A Case of Turkey

Abstract

Publication series

Conference

Bibliographical note

Keywords

UN SDGs

Access to Document

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