Fuzzy Interpretive Structural Modeling regarding Factors Affecting Employees’ Experience Management in Mashhad University of Medical Sciences

Background: Employees are considered internal customers of the organization, and today, employee’s experience has become a prominent topic in the field of human resources. This study aims to model the factors affecting employees’ experience management in Mashhad University of Medical Sciences using fuzzy interpretive structural modeling. Methods: This applied study was descriptive-analytical conducted in 2023. 10 faculty members, managers, and staff of Mashhad University of Medical Sciences were selected using a purposive sampling method. Interpretive Structural Modeling (ISM) questionnaire consisting of a 7x7 matrix was then given to them, and they were asked to find the contextual relationship between the variables based on the pairwise comparison scale. In the analysis section, fuzzy interpretive structural modeling and MICMAC analysis were used to structure and analyze the status of the factors. Results: 7 organized themes (organizational, physical environment, technological, job, managerial, cultural, and individual factors) were identified for employees’ experience in Mashhad University of Medical Sciences. Findings showed that cultural and managerial factors are at the lowest level of the structure and have more influence and less dependence. In other words, these are the most influential factors on employees’ experience. Job, technology, and organizational factors were placed at the second level. In contrast, individual and physical factors were at the highest level of the structure and had less influence and more dependence on other factors. Conclusion: The findings indicate that Mashhad University of Medical Sciences should focus on strengthening and improving cultural and managerial factors to improve employees’ experience. Additionally, attention to job, technology, and organizational factors, along with addressing individual employee’s needs and providing a favorable physical environment, are essential for employees’ effective experience management at the university. This study, by providing a comprehensive model of factors influencing employees’ experience, assists universities and other organizations in gaining a deeper understanding of this concept and developing effective strategies for its enhancement.