A Grey Simulation-Based Fuzzy Hierarchical Approach for Diagnosing Healthcare Service Quality
نویسندگان
چکیده
This study aims to assess and rank the service quality of healthcare system utilizing a Fuzzy Analytical Hierarchical Process (Fuzzy AHP) Grey Relational Analysis GRA) technique. In this study, six primary characteristics quality, comprising Tangibles (A), Healthcare Staff (B), Responsiveness (C), Relationships (D), Support Service (E), Accessibility (F), are examined through case 20 private public hospitals in Hanoi, Vietnam. The weighting results AHP technique indicated that (C) has highest ranking, followed by (D) (B). Meanwhile, Tangibility finally comprised next priority for increasing satisfaction with industry. Additionally, rankings top 5 via GRA approach. Notably, proposed approach may be applied complex decision-making process, which often makes sense subjective data or imprecise information.
منابع مشابه
A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach
In any organization, the importance of failuremanagement cannot bementionedby a single word. However,most failure analysis is dominated by themanufacturing sector, despite the increasing importance of the service sector. In response, this paper proposes a systematic approach for identifying and evaluating potential failures using a service-specific failure mode and effect analysis (service-spec...
متن کاملA Grey-Based Fuzzy ELECTRE Model for Project Selection
Project selection is considered as an important problem in project management. It is multi-criteria in nature and is based on various quantitative and qualitative factors. The main purpose of this paper is to present a new rank-based method for project selection in outranking relation. According to this approach, decision alternatives were clustered in the concordance matrix and the discordance...
متن کاملFactors Influencing Healthcare Service Quality
Background The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian hea...
متن کاملA Quality Function Deployment Based Approach in Service Quality Analysis to Improve Customer Satisfaction
In metropolitan development management, quality of public services is influential in every public sector to satisfaction of citizens on quality of services. Nowadays, satisfaction are with such important matters that should be considered in the planning, implementation, management and maintenance of many public services such as subway, transportation, traffics, parks, markets and so on. Th...
متن کاملService Quality Measurement Using Fuzzy AHP-Based Approach
Service quality is widely taken as a driver of firms' marketing and financial performance. Evaluating service satisfaction is a multi-criterion decision problem which includes both qualitative and quantitative factors, and it needs more critical analysis. The aim of this paper is to identify and discuss some of the important and critical decision criteria for service satisfaction measurement ba...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Computers, materials & continua
سال: 2023
ISSN: ['1546-2218', '1546-2226']
DOI: https://doi.org/10.32604/cmc.2023.031428