کاربرد روش‌های تحلیل شبکه‌ای و تاپسیس فازی در تحلیل کیفیت خدمات الکترونیک بخش مراقبت‌های بهداشتی

Introduction: Reducing health care costs and providing high quality health care services are of prime importance. The present study aims to employ the concept of electronic service quality in health care industry to provide a framework for analysis and evaluation of electronic health care services. Methods: This study was conducted between 2012 and 2013, and the data collection was done in the same period. In this study, a model was developed on the basis of multi-criteria decision making methods which included a combination of Analysis Network Process for obtaining criteria of electronic service quality and FUZZY TOPSIS for evaluation and prioritization of E-health care providers. The instrument of the study was the questionnaire of analytic network process and FUZZY TOPSIS, evaluated in four hospitals in Rasht. The data were analyzed by Super-decision Software. Criteria associated with SERVQUAL electronic evaluation were also used. Results: In the present study, six primary criteria and 19 sub-criteria were used. Four hospitals Golsar, Qaem, Aria and Pour Sina obtained ranks 1 to 4, respectively, and each one received a rank based on criteria and sub-criteria identified in the study reflecting their importance. Conclusions: The findings of the present study show the importance of each criterion pertaining to Electronic Service Quality leading to improvement of health care service delivery.