IDEAS home Printed from https://ideas.repec.org/a/taf/japsta/v43y2016i13p2474-2489.html
   My bibliography  Save this article

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

Author

Listed:
  • Mehmet Ozer Demir
  • Murat Alper Basaran
  • Biagio Simonetti

Abstract

Health 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.

Suggested Citation

  • Mehmet Ozer Demir & Murat Alper Basaran & Biagio Simonetti, 2016. "Determining factors affecting healthcare service satisfaction utilizing fuzzy rule-based systems," Journal of Applied Statistics, Taylor & Francis Journals, vol. 43(13), pages 2474-2489, October.
    • Handle: RePEc:taf:japsta:v:43:y:2016:i:13:p:2474-2489
    DOI: 10.1080/02664763.2016.1181727
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02664763.2016.1181727
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02664763.2016.1181727?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Epstein, Ronald M. & Franks, Peter & Fiscella, Kevin & Shields, Cleveland G. & Meldrum, Sean C. & Kravitz, Richard L. & Duberstein, Paul R., 2005. "Measuring patient-centered communication in Patient-Physician consultations: Theoretical and practical issues," Social Science & Medicine, Elsevier, vol. 61(7), pages 1516-1528, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Hyojung Tak & Gregory Ruhnke & Ya-Chen Shih, 2015. "The Association between Patient-Centered Attributes of Care and Patient Satisfaction," The Patient: Patient-Centered Outcomes Research, Springer;International Academy of Health Preference Research, vol. 8(2), pages 187-197, April.
    2. Lee, Yin-Yang & Lin, Julia L., 2010. "Do patient autonomy preferences matter? Linking patient-centered care to patient-physician relationships and health outcomes," Social Science & Medicine, Elsevier, vol. 71(10), pages 1811-1818, November.
    3. Mukherjee, Meghna, 2020. "The Management of Unequal Patient Status in Fertility Medicine: Donors' and Intended Parents’ Experiences of Participatory and Imposed Enrollment," Social Science & Medicine, Elsevier, vol. 247(C).
    4. Teal, Cayla R. & Street, Richard L., 2009. "Critical elements of culturally competent communication in the medical encounter: A review and model," Social Science & Medicine, Elsevier, vol. 68(3), pages 533-543, February.
    5. Stephen J. Aragon & Liana J. Richardson & Wanda Lawrence & Sabina B. Gesell, 2013. "Nurses’ Patient-Centeredness and Perceptions of Care among Medicaid Patients in Hospital Obstetrical Units," Nursing Research and Practice, Hindawi, vol. 2013, pages 1-7, August.
    6. Davenport, Nancy H.M., 2011. "Medical residents' use of narrative templates in storytelling and diagnosis," Social Science & Medicine, Elsevier, vol. 73(6), pages 873-881, September.
    7. Liberati, Elisa Giulia & Gorli, Mara & Moja, Lorenzo & Galuppo, Laura & Ripamonti, Silvio & Scaratti, Giuseppe, 2015. "Exploring the practice of patient centered care: The role of ethnography and reflexivity," Social Science & Medicine, Elsevier, vol. 133(C), pages 45-52.
    8. Lo, Ming-Cheng Miriam & Bahar, Roxana, 2013. "Resisting the colonization of the lifeworld? Immigrant patients' experiences with co-ethnic healthcare workers," Social Science & Medicine, Elsevier, vol. 87(C), pages 68-76.
    9. Bergen, Clara & McCabe, Rose, 2021. "Negative stance towards treatment in psychosocial assessments: The role of personalised recommendations in promoting acceptance," Social Science & Medicine, Elsevier, vol. 290(C).
    10. Joanne R. Duffy & Barbara B. Brewer & Michael T. Weaver, 2014. "Revision and Psychometric Properties of the Caring Assessment Tool," Clinical Nursing Research, , vol. 23(1), pages 80-93, February.
    11. Antonio Noguera & María Arantzamendi & Jesús López-Fidalgo & Alfredo Gea & Alberto Acitores & Leire Arbea & Carlos Centeno, 2019. "Student’s Inventory of Professionalism (SIP): A Tool to Assess Attitudes towards Professional Development Based on Palliative Care Undergraduate Education," IJERPH, MDPI, vol. 16(24), pages 1-12, December.
    12. Lawless, Michael T. & Tieu, Matthew & Feo, Rebecca & Kitson, Alison L., 2021. "Theories of self-care and self-management of long-term conditions by community-dwelling older adults: A systematic review and meta-ethnography," Social Science & Medicine, Elsevier, vol. 287(C).
    13. Swastika Chandra & Masoud Mohammadnezhad, 2021. "Doctor–Patient Communication in Primary Health Care: A Mixed-Method Study in Fiji," IJERPH, MDPI, vol. 18(14), pages 1-12, July.
    14. Xesfingi, Sofia & Karamanis, Dimitrios, 2015. "In- and Out-patient satisfaction assessment: the case of a greek General Hospital," MPRA Paper 66672, University Library of Munich, Germany.
    15. Griffiths, Frances & Cave, Jonathan & Boardman, Felicity & Ren, Justin & Pawlikowska, Teresa & Ball, Robin & Clarke, Aileen & Cohen, Alan, 2012. "Social networks – The future for health care delivery," Social Science & Medicine, Elsevier, vol. 75(12), pages 2233-2241.
    16. Petra Boelens & Claire Taylor & Geoffrey Henning & Perla Marang-van de Mheen & Eloy Espin & Theo Wiggers & Jola Gore-Booth & Barbara Moss & Vincenzo Valentini & Cornelis Velde, 2014. "Involving Patients in a Multidisciplinary European Consensus Process and in the Development of a ‘Patient Summary of the Consensus Document for Colon and Rectal Cancer Care’," The Patient: Patient-Centered Outcomes Research, Springer;International Academy of Health Preference Research, vol. 7(3), pages 261-270, September.
    17. Elina Weiste & Sari Käpykangas & Lise-Lotte Uusitalo & Melisa Stevanovic, 2020. "Being Heard, Exerting Influence, or Knowing How to Play the Game? Expectations of Client Involvement among Social and Health Care Professionals and Clients," IJERPH, MDPI, vol. 17(16), pages 1-19, August.
    18. Franks, Peter & F Jerant, Anthony & Fiscella, Kevin & G Shields, Cleveland & J Tancredi, Daniel & M Epstein, Ronald, 2006. "Studying physician effects on patient outcomes: Physician interactional style and performance on quality of care indicators," Social Science & Medicine, Elsevier, vol. 62(2), pages 422-432, January.
    19. Fariba Ghaffari & Akram Ghahramanian & Vahid Zamanzadeh & Tonia C. Onyeka & Arefeh Davoodi & Effat Mazaheri & Mohammad Asghari‐Jafarabadi, 2020. "Patient‐centred communication for women with breast cancer: Relation to body image perception," Journal of Clinical Nursing, John Wiley & Sons, vol. 29(23-24), pages 4674-4684, December.
    20. O Rodríguez Nogueira & J Botella-Rico & M C Martínez González & M Leal Clavel & J Morera-Balaguer & A R Moreno-Poyato, 2020. "Construction and content validation of a measurement tool to evaluate person-centered therapeutic relationships in physiotherapy services," PLOS ONE, Public Library of Science, vol. 15(3), pages 1-19, March.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:japsta:v:43:y:2016:i:13:p:2474-2489. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/CJAS20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.