Identifying and ranking the quality of services in the wards of teaching hospitals using ARAS multi-criteria decision making method

Prerequisite for the success of service organizations is the provision of superior services.  Hospitals play an important role in providing medical services and the opinions of the clients determine the quality of the services provided. The purpose of this article is to identify and rank the quality of services provided based on SERVQUAL model in selected wards of Ali Ibn Abitaleb Hospital in Zahedan.

Using the results of Ahmadi and medical research and library and field studies, 5 criteria (SERVQUAL's Five Model) and 22 sub-criterions were collected. By collecting data by distributing this questionnaire among the patients (patients and companions) in four departments of CCU, men's surgery, pediatrics 1 and internal medicine 1. Sampling method was random and using Morgan's table, 100 people were selected. The ranking criteria were ranked by Shanon's entropy weighting method and the service quality of the departments was ranked by ARAS multi-criteria decision-making method.

The research findings show the inequality in the quality of services provided between the four selected departments, so that the CCU, men's surgery, pediatrics and internal medicine ranked first to fourth, respectively. The framework presented in this research can be used as a criterion for evaluating the performance and improving the quality of services in hospitals.

According to the results of this study, hospital managers can improve the quality of services and ultimately patient satisfaction by using medical facilities and equipment, increasing staff and treatment staff, increasing the number of rooms with low beds and increasing welfare facilities and increasing the number of physicians in different shifts.