Decoding the Relationship of Service Operations Enablers in Healthcare Industry

Abstract The present study aims to decode the relationship among service operations enablers in healthcare industry. We identified the enablers with the help of literature and expert opinion through Delphi approach. Then, we conducted the semi-structured interview to finalize the scores of enablers in pairwise comparison matrix. We deployed the decision-making trail and evaluation laboratory (DEMATEL) in four steps to decode the degree of relationship and degree of effect and found that patient satisfaction does not directly depend on the professionalism of the staff. Location of the healthcare facility has the highest degree of relationship with other enablers, whereas the personal care abilities have a high impact on the service operations effectiveness. It is also noted that competency of pharmacist and doctor profile do not have a significant impact on service operations and thus on patient satisfaction and safety. The degree of relationship also has been presented in the form of a causal diagram toward the end of result. At the end of the study, the limitations and scope for future research are presented.