Analysis of Factors Affecting the Quality of Dental Services Using Integrated Tools Kano and Fuzzy Analytical Hierarchy Process

One of the criteria in the evaluation of hospitals، medical institutions and the practice of dentistry in recent years is evaluation of services quality. This study aimed to analyze and prioritize the factors affecting the quality of dental services from customers perspective. The Method of the study was descriptive- analytical based on combination of the fuzzy hierarchical analysis process and Kano. The population of the study were patients of dentistry centers in Isfahan in 1391. Thus، 490 patients were selected randomized. Data collection tools was included Kano questionnaire and was Analytical Hierarchy Process. Analysis of data was Based on fuzzy methods using SPSS software and Excel. Data analysis using the Kano model shows that the standards of professional competence، behavior of the dentist and pain control are required criteria and time of the treatment، environment and climate، Easy accessible location، waiting for treatment، punctuality and service fees are one-dimensional criteria and finally dentist''s reputation، clinics route and layout and parking facilities are attractive criteria. Also findings indicate that using FAHP dimensions indicate that from the customer perspective of the dental services، respectively required dimension (with amount of 0. 4641)، one-dimensional (with amount of 0. 3346)، and attractive (with amount of 0. 2013) the priorities are more important. Dental care centers managers، with using a combination of Kano and Fuzzy Analytical Hierarchy Process will be able to identify factors that affecting the quality of dental services and have program for strengthen and reform of weaknesses in this section