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Healthcare service quality evaluation: An integrated decision-making methodology and a case study

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  • Karasan, Ali
  • Erdogan, Melike
  • Cinar, Melih

Abstract

Developments and changes in health services give importance to the concept of competition and encourage to increase quality among the healthcare centers. During these processes, the most required expectations from the system are achieving the desired quality and maintenance of the system environments. In this sense, measurement and continuous improvement of service quality are crucial for health centers to provide better service to patients. For this aim, this paper presents an integrated assessment methodology based on the distance-based Pythagorean Fuzzy Multiple Criteria Decision Making (MCDM) method, TOPSIS, and Fuzzy Inference System (FIS) for the measurement of health care service quality. To show the efficiency of the proposed method, a case study is carried out by comparing the ten clinics of a private hospital. Five dimensions of service quality (SERVQUAL) have been used as the main criteria for evaluating the service quality levels of the clinics, and multiple sub-criteria are determined for each dimension for a detailed analysis. Pythagorean Fuzzy TOPSIS is executed to the determined decision matrices to obtain inputs of the fuzzy rule-based system. Then, the clinic's service quality levels are calculated by implementing the fuzzy inference system. Moreover, sensitivity analyses based on the changes in the decision makers' weights are also applied to check the flexibility of the results. Finally, implementations with respect to theoretical, managerial, and policy aspects are discussed based on the obtained results.

Suggested Citation

  • Karasan, Ali & Erdogan, Melike & Cinar, Melih, 2022. "Healthcare service quality evaluation: An integrated decision-making methodology and a case study," Socio-Economic Planning Sciences, Elsevier, vol. 82(PA).
    • Handle: RePEc:eee:soceps:v:82:y:2022:i:pa:s003801212200012x
    DOI: 10.1016/j.seps.2022.101234
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    References listed on IDEAS

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    1. Taghreed Abu-Salim & Okey Peter Onyia & Tina Harrison & Valerie Lindsay, 2017. "Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(4), pages 173-186, December.
    2. J. M. Tapia García & M. J. Del Moral & M. A. Martínez & E. Herrera-Viedma, 2012. "A Consensus Model For Group Decision-Making Problems With Interval Fuzzy Preference Relations," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 11(04), pages 709-725.
    3. Chen, Ting-Yu & Chang, Chien-Hung & Rachel Lu, Jui-fen, 2013. "The extended QUALIFLEX method for multiple criteria decision analysis based on interval type-2 fuzzy sets and applications to medical decision making," European Journal of Operational Research, Elsevier, vol. 226(3), pages 615-625.
    4. Concetta Manuela La Fata & Toni Lupo & Tommaso Piazza, 2019. "Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare context," Health Care Management Science, Springer, vol. 22(1), pages 106-120, March.
    5. A. Mohamed Riyazh Khan & P.N. Prasad & Sw. Rajamanoharane, 2012. "Service quality performance measurement management in corporate hospitals using analytical hierarchy process," International Journal of Manufacturing Technology and Management, Inderscience Enterprises Ltd, vol. 26(1/2/3/4), pages 196-212.
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    Cited by:

    1. Adabavazeh, Nazila & Nikbakht, Mehrdad & Tirkolaee, Erfan Babaee, 2023. "Identifying and prioritizing resilient health system units to tackle the COVID-19 pandemic," Socio-Economic Planning Sciences, Elsevier, vol. 85(C).
    2. Zhao, Meng & Wang, Yajun & Zhang, Xueyi & Xu, Chang, 2023. "Online doctor-patient dynamic stable matching model based on regret theory under incomplete information," Socio-Economic Planning Sciences, Elsevier, vol. 87(PB).
    3. Zhang, Cai Wen & Yang, Yuanhui, 2023. "Appraisal of regional hospital efficiency and healthcare quality in China: Impacts of subsidies and marketization," Socio-Economic Planning Sciences, Elsevier, vol. 89(C).

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