İLERI KARAR TEORISI VE OYUNLAR

Yrd. Doç. Dr. Tuğba Efendigil

Madina ARTYKOVANima GHESHLAGHI

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DEMATEL AND REVISED DEMATEL

1. Application

hospital service quality

Taiwanese higher education

2. Conclusions

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1. Application (hospital service quality)

This study first conducted the survey based on SERVQUAL model to identify seven major criteria from patients’ or their families’ viewpoints at Show Chwan Memorial Hospital in Changhua City, Taiwan. When the key criteria were found, the second survey developed for applying decision-making trial and evaluation laboratory (DEMATEL) method was issued to the hospital management by evaluating the importance of criteria and constructing the causal relations among the criteria.

The demographic information of the respondents.

The survey was taken among 218 patients or their families at Show Chwan Memorial Hospital from by asking the importance of each criterion with a Likert-type five-point scale, where 1 and 5 represent very unimportant and very important, respectively. The number of valid questionnaire is 206. The demographic information of these 206 respondents is summarized in Table.

The importance of 22 criteria.

It is unrealistic to improve all of the criteria simultaneously with limited resources. In order to improve the criteria more effectively, seven major criteria were determined to be in higher priority after the discussions with the management team

When the key criteria were found, the second questionnaire developed for applying decision-making trial and evaluation laboratory (DEMATEL) method was issued to the management of Show Chwan Memorial Hospital to first prioritize the importance of these criteria and then construct the causal relations among the criteria.

The average matrix A :

Normalized initial direct-relation matrix:

Calculate matrix T by the following formula:

Finally, the threshold value used in Step 4 is to compute the average of the elements in matrix T, which is 1.2836. The digraph of these seven criteria is depicted:

EXAMPLE( HOSPITAL SERVICE QUALITY )

The total influence matrix T obtained by original DEMATEL is:

revised DEMATEL to matrix A with e = 0.00001. Then we obtain:

It is obvious that the total influence matrix obtained by revised DEMATEL, S, is very close to the total influence matrix obtained by the original DEMATEL, T.

S=

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The innovation support system consists of seven evaluating dimensions, which are academic research, administrative process, faculty and staff, market development, organizational structure, organizational culture, and leadership style. The DEMATEL is employed to determine the weights of the evaluating dimensions. Sixty-six educational experts were asked to specify the relationships between the seven measurement dimensions.

EXAMPLE 5 (TAIWANESE HIGHER EDUCATION)

EXAMPLE 5 (TAIWANESE HIGHER EDUCATION)The total influence matrix T obtained by original DEMATEL is:

revised DEMATEL to matrix A with e = 0.00001. Then we obtain:

Note that the total influence matrix obtained by our revised DEMATEL, S, is the same as the total influence matrix obtained by the original DEMATEL, T

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The results of these four examples are summarized. The second column of the reports that example 2 is infeasible under DEMATEL and examples 3 to 5 are feasible under DEMATEL. The third column of the reports that all examples are feasible under the revised DEMATEL. The fourth column of the reports that the results of the revised DEMATEL are either very close or equal to those of DEMATEL except example 2 where DEMATEL is infeasible

SUMMARY OF THE EXAMPLES & CONCLUSIONS

How closely our method would approach to the original DEMATEL depends on the choice of the small positive constant epsilon

THANKS FOR YOUR ATTENTION Any Questions…

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