Key performance indicators in achieving medical tourism objectives in community hospitals: The view of balanced scorecard method

• Main Authors: Chang Li-Jen, 張立人
• Other Authors: Lin Yung-Sen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/xzuvge

碩士 === 嶺東科技大學 === 觀光與休閒管理系碩士班 === 103 === This study aimed to construct the key performance indicators in achieving medical tourism objectives in community hospitals. The study used the methods of fuzzy Delphi and fuzzy analytic hierarchy process to construct key performance indicators. The questionnaire was distributed to 14 academics, government officers, and business operators in related fields. By fuzzy Delphi method, this study has found 31 indicators in 9 sub-dimensions from the four dimensions of customer, internal processing, learning and growing, as well as finance derived from Balanced Scorecard (BSC). The result of fuzzy analytic hierarchy process shows that “internal processing” is the most important dimension, next is “customer”. In the evaluation indicators, “industry culture” is the most important indicator, next is “human resource”, and “customer loyalty” rank third critical. The results of this study hope to help community hospitals improve their operational performance and maintain sustainable competitive advantages of medical tourism.