This document discusses the revised DEMATEL (Decision Making Trial and Evaluation Laboratory) method and provides examples of its application. It summarizes two examples where revised DEMATEL was used: (1) to analyze the causal relationships between seven criteria for improving hospital service quality based on patient surveys, and (2) to determine the weights of seven dimensions for evaluating innovation support systems in Taiwanese higher education based on expert surveys. It concludes that revised DEMATEL can produce results very similar or equal to the original DEMATEL method across all examples, except where the original method was infeasible. The closeness of the revised method's results depends on the epsilon value chosen.

1. İLERI KARAR TEORISI VE
OYUNLAR
Yrd. Doç. Dr. Tuğba Efendigil
Madina ARTYKOVA
Nima GHESHLAGHI
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2. DEMATEL AND REVISED DEMATEL
1. Application
 hospital service quality
 Taiwanese higher education
2. Conclusions
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3. 1. Application (hospital service quality)
This study first conducted the survey based on SERVQUAL
model to identify seven major criteria from patients’ or their
families’ viewpoints at Show Chwan Memorial Hospital in
Changhua City, Taiwan. When the key criteria were found, the
second survey developed for applying decision-making trial and
evaluation laboratory (DEMATEL) method was issued to the
hospital management by evaluating the importance of criteria and
constructing the causal relations among the criteria.

4. The survey was taken among 218 patients or
their families at Show Chwan Memorial
Hospital from by asking the importance of
each criterion with a Likert-type five-point
scale, where 1 and 5 represent very
unimportant and very important, respectively.
The number of valid questionnaire is 206. The
demographic information of these 206
respondents is summarized in Table.
The demographic information of the respondents.

5. It is unrealistic to improve all of the
criteria simultaneously with limited
resources. In order to improve the
criteria more effectively, seven major
criteria were determined to be in
higher priority after the discussions
with the management team
The importance of 22 criteria.

6. When the key criteria were found, the second
questionnaire
developed
for
applying
decision-making
trial
and
evaluation
laboratory (DEMATEL) method was issued to
the management of Show Chwan Memorial
Hospital to first prioritize the importance of
these criteria and then construct the causal
relations among the criteria.

7. The average matrix A :
Normalized initial direct-relation matrix:

8. Calculate matrix T by the following formula:
Finally, the threshold value used in Step 4 is to
compute the average of the elements in matrix
T, which is 1.2836. The digraph of these seven
criteria is depicted:

9. EXAMPLE( HOSPITAL SERVICE QUALITY )
The total influence matrix T obtained by original DEMATEL is:
revised DEMATEL to matrix A with e = 0.00001. Then we obtain:
S=
It is obvious that the total influence matrix obtained by revised DEMATEL, S, is very close to the total influence matrix
obtained by the original DEMATEL, T.
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10. EXAMPLE 5 (TAIWANESE HIGHER EDUCATION)
The innovation support system consists of seven evaluating dimensions,
which are academic research, administrative process, faculty and staff,
market development, organizational structure, organizational culture, and
leadership style. The DEMATEL is employed to determine the weights of
the evaluating dimensions. Sixty-six educational experts were asked to
specify the relationships between the seven measurement dimensions.

11. EXAMPLE 5 (TAIWANESE HIGHER EDUCATION)
The total influence matrix T obtained by original DEMATEL is:
revised DEMATEL to matrix A with e = 0.00001. Then we obtain:
Note that the total influence matrix obtained by our revised DEMATEL, S, is the same as the total influence matrix obtained
by the original DEMATEL, T
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12. SUMMARY OF THE EXAMPLES &
CONCLUSIONS
The results of these four examples are summarized. The second column of the reports that example 2 is
infeasible under DEMATEL and examples 3 to 5 are feasible under DEMATEL. The third column of the
reports that all examples are feasible under the revised DEMATEL. The fourth column of the reports that the
results of the revised DEMATEL are either very close or equal to those of DEMATEL except example 2
where DEMATEL is infeasible
How closely our method would approach to the original DEMATEL depends on the choice of the small
positive constant epsilon

13. THANKS FOR YOUR ATTENTION
Any Questions…
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