Determining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems

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dc.contributor.authorDemir, Mehmet Ozer
dc.contributor.authorBasaran, Murat Alper
dc.contributor.authorSimonetti, Biagio
dc.date.accessioned2021-02-19T21:16:10Z
dc.date.available2021-02-19T21:16:10Z
dc.date.issued2016
dc.departmentALKÜ
dc.description7th International Meeting on the Dynamics-of-Social-Economic-Systems (DySES) -- SEP 16-18, 2014 -- Univ Seville, Seville, SPAIN
dc.descriptionBasaran, Murat Alper/0000-0001-9887-5531; Demir, Mehmet Ozer/0000-0002-5035-0530
dc.description.abstractHealth communication, which is a multi-attribute concept, is a generic title describing clinical practice. The literature shows that the relation between health communication and healthcare service satisfaction (HSS) has been found to be significant. The main objective of pursuing better health communication is to achieve the best outcome and patient satisfaction where healthcare systems are supposed to deliver. However, the health communication is a complex process. Also, measuring patients' satisfaction is not an easy task since satisfaction is a complex notion with several factors. In this study, questions in the questionnaire directed to patients are factor-analyzed in order to obtain components which are used as independent attributes that will be modeled by fuzzy rule-based systems (FRBS) in order to explain HSS. Utilizing FRBS brings two different advantages, one of which is to use mathematical functions called membership functions for linguistically expressed responses. The second one is to observe the transition among the linguistic values expressed by patients. The four independent variables, namely, doctor-patient communication (DPC), information seeking behavior (ISB), equal behavior and tolerance to cultural differences (TCD) and the dependent variable HSS are employed in the modeling. Although both DPC and ISB have positive effects on HSS, TCD has none. One interesting finding about DPC is that if DPC scores below the average value tend to lower, it does not have a decreasing effect on HSS, which means that if a patient does expect to have average DPC, his or her evaluation on HSS does not lower, which says that if a patient knows that the doctor has a poor communication skill, the patient does not pay attention to this attribute.
dc.identifier.doi10.1080/02664763.2016.1181727
dc.identifier.endpage2489en_US
dc.identifier.issn0266-4763
dc.identifier.issn1360-0532
dc.identifier.issue13en_US
dc.identifier.scopusqualityQ1
dc.identifier.startpage2474en_US
dc.identifier.urihttps://doi.org/10.1080/02664763.2016.1181727
dc.identifier.urihttps://hdl.handle.net/20.500.12868/287
dc.identifier.volume43en_US
dc.identifier.wosWOS:000382570000010
dc.identifier.wosqualityN/A
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthor0-belirlenecek
dc.language.isoen
dc.publisherTaylor & Francis Ltd
dc.relation.ispartofJournal of Applied Statistics
dc.relation.publicationcategoryKonferans Öğesi - Uluslararası - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.subjectHealthcare service satisfaction
dc.subjectfuzzy set
dc.subjectfuzzy number
dc.subjectmembership function
dc.subjectlinguistic variable
dc.subjectfuzzy rule-based systems
dc.titleDetermining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems
dc.typeConference Object

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