Comportamiento del paciente de la clínica dental. Modelo basado en la percepción de la calidad del servicio y fidelización del paciente

Esta tesis doctoral propone un modelo de comportamiento del paciente de la clínica dental, basado en la percepción de la calidad del servicio (SERVQUAL), la fidelización del paciente, acciones de Marketing Relacional y aspectos socioeconómicos relevantes, de los pacientes de clínicas dentales. En particular, el estudio de campo se lleva a cabo en el ámbito geográfico de la Comunidad de Madrid, España, durante los años 2012 y 2013. La primera parte del proceso de elaboración del modelo está basada en la recolección de datos. Para ello, se realizaron cinco entrevistas a expertos dentistas y se aplicaron dos tipos encuestas diferentes: una para el universo formado por el conjunto de los pacientes de las clínicas dentales y la otra para el universo formado el conjunto de los dentistas de las clínicas dentales de la Comunidad de Madrid. Se obtuvo muestras de: 200 encuestas de pacientes y 220 encuestas de dentistas activos colegiados en el Ilustre Colegio Oficial de Odontólogos y Estomatólogos de la I Región Madrid. En la segunda parte de la elaboración del modelo, se realizó el análisis de los datos, la inducción y síntesis del modelo propuesto. Se utilizó la metodología de modelos gráficos probabilísticos, específicamente, una Red Bayesiana, donde se integraron variables (nodos) y sus dependencias estadísticas causales (arcos dirigidos), que representan el conocimiento obtenido de los datos recopilados en las encuestas y el conocimiento derivado de investigaciones precedentes en el área. Se obtuvo una Red Bayesiana compuesta por 6 nodos principales, de los cuales dos de ellos son nodos de observación directa: “Revisit Intention” y “SERVQUAL”, y los otros cuatro nodos restantes son submodelos (agrupaciones de variables), estos son respectivamente: “Attitudinal”, “Disease Information”, “Socioeconomical” y “Services”. Entre las conclusiones principales derivadas del uso del modelo, como herramientas de inferencia y los análisis de las entrevistas realizadas se obtiene que: (i) las variables del nodo “Attitudinal” (submodelo), son las más sensibles y significativas. Al realizarse imputaciones particulares en las variables que conforman el nodo “Attitudinal” (“RelationalMk”, “Satisfaction”, “Recommendation” y “Friendship”) se obtienen altas probabilidades a posteriori en la fidelidad del paciente de la clínica dental, medida por su intención de revisita. (ii) En el nodo “Disease Information” (submodelo) se destaca la relación de dependencia causal cuando se imputa la variable “Perception of disease” en “SERVQUAL”, demostrando que la percepción de la gravedad del paciente condiciona significativamente la percepción de la calidad del servicio del paciente. Como ejemplo destacado, si se realiza una imputación en la variable “Clinic_Type” se obtienen altas probabilidades a posteriori de las variables “SERVQUAL” y “Revisit Intention”, lo que evidencia, que el tipo de clínica dental influye significativamente en la percepción de la calidad del servicio y en la fidelidad del paciente (intención de revisita). (iii) En el nodo “Socioeconomical” (submodelo) la variable “Sex” resultó no ser significativa cuando se le imputaban diferentes valores, por el contrario, la variable “Age” e “Income” mostraban altas variabilidades en las probabilidades a posteriori cuando se imputaba alguna variable del submodelo “Services”, lo que evidencia, que estas variables condicionan la intención de contratar servicios (“Services”), sobretodo en las franjas de edad de 30 a 51 años en pacientes con ingresos entre 3000€ y 4000€. (iv) En el nodo “Services” (submodelo) los pacientes de las clínicas dentales mostraron altas probabilidades a priori para contratar servicios de fisiotrapia oral y gingival: “Dental Health Education” y “Parking”. (v) Las variables de fidelidad del paciente medidas desde su perspectiva comportamental que fueron utilizadas en el modelo: “Visit/year” “Time_clinic”, no aportaron información significativa. Tampoco, la variable de fidelidad del cliente (actitudinal): “Churn Efford”. (vi) De las entrevistas realizadas a expertos dentistas se obtiene que, los propietarios de la clínica tradicional tienen poca disposición a implementar nuevas estrategias comerciales, debido a la falta de formación en la gestión comercial y por falta de recursos y herramientas. Existe un rechazo generalizado hacia los nuevos modelos de negocios de clínicas dentales, especialmente en las franquicias y en lo que a políticas comerciales se refiere. Esto evidencia una carencia de gerencia empresarial en el sector. Como líneas futuras de investigación, se propone profundizar en algunas relaciones de dependencia (causales) como SERVQUALServices; SatisfactionServices; RelationalMKServices, Perception of diseaseSatisfaction, entre otras. Así como, otras variables de medición de la fidelidad comportamental que contribuyan a la mejora del modelo, como por ej. Gasto del paciente y rentabilidad de la visita. ABSTRACT This doctoral dissertation proposes a model of the behavior of the dental-clinic customer, based on the service-quality perception (SERVQUAL), loyalty, Relational Marketing and some relevant socio-economical characteristics, of the dental-clinic customers. In particular, the field study has been developed in the geographical region of Madrid, Spain during the years 2012 and 2013. The first stage of the preparation of the model consist in the data gathering process. For this purpose, five interviews where realized to expert dentists and also two different types of surveys: one for the universe defined by the set of dental-clinic patients and the second for the universe defined by the set of the dentists of the dental clinics of the Madrid Community. A sample of 200 surveys where collected for patients and a sample of 220 surveys where collected from active dentists belonging to the Ilustre Colegio Oficial de Odontólogos y Estomatólogos de la I Región Madrid. In the second stage of the model preparation, the processes of data-analysis, induction and synthesis of the final model where performed. The Graphic Probabilistic Models methodology was used to elaborate the final model, specifically, a Bayesian Network, where the variables (nodes) and their statistical and causal dependencies where integrated and modeled, representing thus, the obtained knowledge from the data obtained by the surveys and the scientific knowledge derived from previous research in the field. A Bayesian Net consisting on six principal nodes was obtained, of which two of them are directly observable: “Revisit Intention” y “SERVQUAL”, and the remaining four are submodels (a grouping of variables). These are: “Attitudinal”, “Disease Information”, “Socioeconomical” and “Services”. The main conclusions derived from the model, as an inference tool, and the analysis of the interviews are: (i) the variables inside the “Attitudinal” node are the most sensitive and significant. By making some particular imputations on the variables that conform the “Attitudinal” node (“RelationalMk”, “Satisfaction”, “Recommendation” y “Friendship”), high posterior probabilities (measured in revisit intention) are obtained for the loyalty of the dental-clinic patient. (ii) In the “Disease Information” node, the causal relation between the “Perception of disease” and “SERVQUAL” when “Perception of disease” is imputed is highlighted, showing that the perception of the severity of the patient’s disease conditions significantly the perception of service quality. As an example, by imputing some particular values to the “Clinic_Type” node high posterior probabilities are obtained for the “SERVQUAL” variables and for “Revisit Intention” showing that the clinic type influences significantly in the service quality perception and loyalty (revisit intention). (iii) In the “Socioeconomical” variable, the variable “Sex” showed to be non-significant, however, the “Age” variable and “Income” show high variability in its posterior probabilities when some variable from the “Services” node where imputed, showing thus, that these variables condition the intention to buy new services (“Services”), especially in the age range from 30 to 50 years in patients with incomes between 3000€ and 4000€. (iv) In the “Services” submodel the dental-clinic patients show high priors to buy services such as oral and gingival therapy, Dental Health Education and “Parking” service. (v) The obtained loyalty measures, from the behavioral perspective, “Visit/year” and “Time_clinic”, do not add significant information to the model. Neither the attitudinal loyalty component “Churn Efford”. (vi) From the interviews realized to the expert dentists it is observed that the owners of the traditional clinics have a low propensity to apply new commercial strategies due to a lack of resources and tools. In general, there exists an opposition to new business models in the sector, especially to the franchise dental model. All of this evidences a lack in business management in the sector. As future lines of research, a deep look into some statistical and causal relations is proposed, such as: SERVQUALServices; SatisfactionServices; RelationalMKServices, Perception of diseaseSatisfaction, as well as new measurement variables related to attitudinal loyalty that contribute to improve the model, for example, profit per patient and per visit.

Isotope ratio mass spectrometry as a tool for source inference in forensic science: a critical review

Isotope ratio mass spectrometry (IRMS) has been used in numerous fields of forensic science in a source inference perspective. This review compiles the studies published on the application of isotope ratio mass spectrometry (IRMS) to the traditional fields of forensic science so far. It completes the review of Benson et al. [1] and synthesises the extent of knowledge already gathered in the following fields: illicit drugs, flammable liquids, human provenancing, microtraces, explosives and other specific materials (packaging tapes, safety matches, plastics, etc.). For each field, a discussion assesses the state of science and highlights the relevance of the information in a forensic context. Through the different discussions which mark out the review, the potential and limitations of IRMS, as well as the needs and challenges of future studies are emphasized. The paper elicits the various dimensions of the source which can be obtained from the isotope information and demonstrates the transversal nature of IRMS as a tool for source inference.

ProbFAST: Probabilistic Functional Analysis System Tool

Background: The post-genomic era has brought new challenges regarding the understanding of the organization and function of the human genome. Many of these challenges are centered on the meaning of differential gene regulation under distinct biological conditions and can be performed by analyzing the Multiple Differential Expression (MDE) of genes associated with normal and abnormal biological processes. Currently MDE analyses are limited to usual methods of differential expression initially designed for paired analysis. Results: We proposed a web platform named ProbFAST for MDE analysis which uses Bayesian inference to identify key genes that are intuitively prioritized by means of probabilities. A simulated study revealed that our method gives a better performance when compared to other approaches and when applied to public expression data, we demonstrated its flexibility to obtain relevant genes biologically associated with normal and abnormal biological processes. Conclusions: ProbFAST is a free accessible web-based application that enables MDE analysis on a global scale. It offers an efficient methodological approach for MDE analysis of a set of genes that are turned on and off related to functional information during the evolution of a tumor or tissue differentiation. ProbFAST server can be accessed at http://gdm.fmrp.usp.br/probfast.

PHYLOViZ: phylogenetic inference and data visualization for sequence based typing methods

Background: With the decrease of DNA sequencing costs, sequence-based typing methods are rapidly becoming the gold standard for epidemiological surveillance. These methods provide reproducible and comparable results needed for a global scale bacterial population analysis, while retaining their usefulness for local epidemiological surveys. Online databases that collect the generated allelic profiles and associated epidemiological data are available but this wealth of data remains underused and are frequently poorly annotated since no user-friendly tool exists to analyze and explore it. Results: PHYLOViZ is platform independent Java software that allows the integrated analysis of sequence-based typing methods, including SNP data generated from whole genome sequence approaches, and associated epidemiological data. goeBURST and its Minimum Spanning Tree expansion are used for visualizing the possible evolutionary relationships between isolates. The results can be displayed as an annotated graph overlaying the query results of any other epidemiological data available. Conclusions: PHYLOViZ is a user-friendly software that allows the combined analysis of multiple data sources for microbial epidemiological and population studies. It is freely available at http://www.phyloviz.net.

Data fusion with computational intelligence techniques: a case study of fuzzy inference for terrain assessment

Dissertação apresentada para obtenção do Grau de Mestre em Engenharia Electrotécnica e de Computadores, pela Universidade Nova de Lisboa, Faculdade de Ciências e Tecnologia

Quantitative genetic modeling and inference in the presence of nonignorable missing data.

Natural selection is typically exerted at some specific life stages. If natural selection takes place before a trait can be measured, using conventional models can cause wrong inference about population parameters. When the missing data process relates to the trait of interest, a valid inference requires explicit modeling of the missing process. We propose a joint modeling approach, a shared parameter model, to account for nonrandom missing data. It consists of an animal model for the phenotypic data and a logistic model for the missing process, linked by the additive genetic effects. A Bayesian approach is taken and inference is made using integrated nested Laplace approximations. From a simulation study we find that wrongly assuming that missing data are missing at random can result in severely biased estimates of additive genetic variance. Using real data from a wild population of Swiss barn owls Tyto alba, our model indicates that the missing individuals would display large black spots; and we conclude that genes affecting this trait are already under selection before it is expressed. Our model is a tool to correctly estimate the magnitude of both natural selection and additive genetic variance.

Student modeling based on fuzzy inference mechanisms

The paper presents a competence-based instructional design system and a way to provide a personalization of navigation in the course content. The navigation aid tool builds on the competence graph and the student model, which includes the elements of uncertainty in the assessment of students. An individualized navigation graph is constructed for each student, suggesting the competences the student is more prepared to study. We use fuzzy set theory for dealing with uncertainty. The marks of the assessment tests are transformed into linguistic terms and used for assigning values to linguistic variables. For each competence, the level of difficulty and the level of knowing its prerequisites are calculated based on the assessment marks. Using these linguistic variables and approximate reasoning (fuzzy IF-THEN rules), a crisp category is assigned to each competence regarding its level of recommendation.

Inference of chromosomal inversion dynamics from Pool-Seq data in natural and laboratory populations of Drosophila melanogaster.

Sequencing of pools of individuals (Pool-Seq) represents a reliable and cost-effective approach for estimating genome-wide SNP and transposable element insertion frequencies. However, Pool-Seq does not provide direct information on haplotypes so that, for example, obtaining inversion frequencies has not been possible until now. Here, we have developed a new set of diagnostic marker SNPs for seven cosmopolitan inversions in Drosophila melanogaster that can be used to infer inversion frequencies from Pool-Seq data. We applied our novel marker set to Pool-Seq data from an experimental evolution study and from North American and Australian latitudinal clines. In the experimental evolution data, we find evidence that positive selection has driven the frequencies of In(3R)C and In(3R)Mo to increase over time. In the clinal data, we confirm the existence of frequency clines for In(2L)t, In(3L)P and In(3R)Payne in both North America and Australia and detect a previously unknown latitudinal cline for In(3R)Mo in North America. The inversion markers developed here provide a versatile and robust tool for characterizing inversion frequencies and their dynamics in Pool-Seq data from diverse D. melanogaster populations.

Study of isotopic variations in black powder: reflections on the use of stable isotopes in forensic science for source inference.

Isotope ratio mass spectrometry (IRMS) has recently made its appearance in the forensic community. This high-precision technology has already been applied to a broad range of forensic fields such as illicit drugs, explosives and flammable liquids, where current, routinely used techniques have limited powers of discrimination. The conclusions drawn from the majority of these IRMS studies appear to be very promising. Used in a comparative process, as in food or drug authentication, the measurement of stable isotope ratios is a new and remarkable analytical tool for the discrimination or the identification of a substance with a definite source or origin. However, the research consists mostly of preliminary studies. The significance of this 'new' piece of information needs to be evaluated in light of a forensic framework to assess the actual potential and validity of IRMS, considering the characteristics of each field. Through the isotopic study of black powder, this paper aims at illustrating the potential of the method and the limitations of current knowledge in stable isotopes when facing forensic problems.

Testing a new multigroup inference approach to reconstructing past environmental conditions

A new, quantitative, inference model for environmental reconstruction (transfer function), based for the first time on the simultaneous analysis of multigroup species, has been developed. Quantitative reconstructions based on palaeoecological transfer functions provide a powerful tool for addressing questions of environmental change in a wide range of environments, from oceans to mountain lakes, and over a range of timescales, from decades to millions of years. Much progress has been made in the development of inferences based on multiple proxies but usually these have been considered separately, and the different numeric reconstructions compared and reconciled post-hoc. This paper presents a new method to combine information from multiple biological groups at the reconstruction stage. The aim of the multigroup work was to test the potential of the new approach to making improved inferences of past environmental change by improving upon current reconstruction methodologies. The taxonomic groups analysed include diatoms, chironomids and chrysophyte cysts. We test the new methodology using two cold-environment training-sets, namely mountain lakes from the Pyrenees and the Alps. The use of multiple groups, as opposed to single groupings, was only found to increase the reconstruction skill slightly, as measured by the root mean square error of prediction (leave-one-out cross-validation), in the case of alkalinity, dissolved inorganic carbon and altitude (a surrogate for air-temperature), but not for pH or dissolved CO2. Reasons why the improvement was less than might have been anticipated are discussed. These can include the different life-forms, environmental responses and reaction times of the groups under study.

Automatic Inference of Graph Models for Complex Networks with Genetic Programming

Complex networks can arise naturally and spontaneously from all things that act as a part of a larger system. From the patterns of socialization between people to the way biological systems organize themselves, complex networks are ubiquitous, but are currently poorly understood. A number of algorithms, designed by humans, have been proposed to describe the organizational behaviour of real-world networks. Consequently, breakthroughs in genetics, medicine, epidemiology, neuroscience, telecommunications and the social sciences have recently resulted. The algorithms, called graph models, represent significant human effort. Deriving accurate graph models is non-trivial, time-intensive, challenging and may only yield useful results for very specific phenomena. An automated approach can greatly reduce the human effort required and if effective, provide a valuable tool for understanding the large decentralized systems of interrelated things around us. To the best of the author's knowledge this thesis proposes the first method for the automatic inference of graph models for complex networks with varied properties, with and without community structure. Furthermore, to the best of the author's knowledge it is the first application of genetic programming for the automatic inference of graph models. The system and methodology was tested against benchmark data, and was shown to be capable of reproducing close approximations to well-known algorithms designed by humans. Furthermore, when used to infer a model for real biological data the resulting model was more representative than models currently used in the literature.

SCaFoS: a tool for Selection, Concatenation and Fusion of Sequences for phylogenomics

Affiliation: Département de Biochimie, Université de Montréal

Learning disability prediction tool using ANN and ANFIS

Learning Disability (LD) is a neurological condition that affects a child’s brain and impairs his ability to carry out one or many specific tasks. LD affects about 15 % of children enrolled in schools. The prediction of LD is a vital and intricate job. The aim of this paper is to design an effective and powerful tool, using the two intelligent methods viz., Artificial Neural Network and Adaptive Neuro-Fuzzy Inference System, for measuring the percentage of LD that affected in school-age children. In this study, we are proposing some soft computing methods in data preprocessing for improving the accuracy of the tool as well as the classifier. The data preprocessing is performed through Principal Component Analysis for attribute reduction and closest fit algorithm is used for imputing missing values. The main idea in developing the LD prediction tool is not only to predict the LD present in children but also to measure its percentage along with its class like low or minor or major. The system is implemented in Mathworks Software MatLab 7.10. The results obtained from this study have illustrated that the designed prediction system or tool is capable of measuring the LD effectively

Use of bayesian inference to correlate in vitro embryo production and in vivo fertility in Zebu Bulls

The objective of this experiment was to test in vitro embryo production (IVP) as a tool to estimate fertility performance in zebu bulls using Bayesian inference statistics. Oocytes were matured and fertilized in vitro using sperm cells from three different Zebu bulls (V, T, and G). The three bulls presented similar results with regard to pronuclear formation and blastocyst formation rates. However, the cleavage rates were different between bulls. The estimated conception rates based on combined data of cleavage and blastocyst formation were very similar to the true conception rates observed for the same bulls after a fixed-time artificial insemination program. Moreover, even when we used cleavage rate data only or blastocyst formation data only, the estimated conception rates were still close to the true conception rates. We conclude that Bayesian inference is an effective statistical procedure to estimate in vivo bull fertility using data from IVP. © 2011 Mateus José Sudano et al.