Applying the Balanced Scorecard to Build Service Performance Measurements of Medical Institutions: An AHP-DEMATEL Approach

Chieh-Yu Lin (), Fu-Chiang Shih and Yi-Hui Ho ()
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Chieh-Yu Lin: Department of International Business, Chang Jung Christian University, Tainan 71101, Taiwan
Fu-Chiang Shih: Ph.D. Program in Business and Operations Management, Chang Jung Christian University, Tainan 71101, Taiwan
Yi-Hui Ho: Department of International Business, Chang Jung Christian University, Tainan 71101, Taiwan

IJERPH, 2023, vol. 20, issue 2, 1-17

Abstract: The main purpose of this study is to explore the application of the balanced scorecard (BSC) to service performance measurements of medical institutions using the analytic hierarchy process (AHP) and decision making and trial evaluation laboratory (DEMATEL). According to the concept of BSC, a total of four evaluation dimensions and twenty-two indicators of medical service performance measurements were developed. To collect data, this study delivered expert questionnaires to medical-related professional supervisors, deans, and heads of medical institutions in Taiwan. By combining the AHP and DEMATEL, the priority and causality of service performance standards in medical institutions were obtained. The results of this study show that the customer dimension is the most important service performance measurement dimension for medical institutions. The seven key service performance measurement indicators that are most important for medical institutions, in order, are “complete and comfortable equipment”, “competitiveness of the medical profession”, “continuity of patient-to-hospital treatment”, “classification of medical profession according to customers (VIP system)”, “complete medical service”, “complete salary, remuneration, and policy”, and “medical incomes of institutions”. In terms of causality, provided the complete services of medical institutions are improved, the continuity of patient-to-hospital treatment, the competitiveness of the medical profession, and the medical incomes of institutions would be influenced.

Keywords: service performance; medical institutions; balanced scorecard (BSC); analytic hierarchy process (AHP); decision making and trial evaluation laboratory (DEMATEL) (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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