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An integrated approach for evaluating hospital service quality with linguistic preferences

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  • Xiaobing Li
  • Zhen He

Abstract

Hospital service quality (HSQ) evaluation is seriously challenged due to the uncertainties of evaluators’ subjective perception and the choice of evaluation methods. A new HSQ evaluation framework using 2-tuple Borda method is presented to reduce uncertainty of evaluation information and diversity of evaluation results and to provide more consensus evaluation result. A detailed case study, involving 25 evaluation criteria and 5 public hospitals, is conducted to demonstrate the proposed approach.

Suggested Citation

  • Xiaobing Li & Zhen He, 2021. "An integrated approach for evaluating hospital service quality with linguistic preferences," International Journal of Production Research, Taylor & Francis Journals, vol. 59(6), pages 1776-1790, March.
    • Handle: RePEc:taf:tprsxx:v:59:y:2021:i:6:p:1776-1790
    DOI: 10.1080/00207543.2020.1725681
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    Cited by:

    1. Sarthak Sahu & Saket Shanker & Aditya Kamat & Akhilesh Barve, 2023. "India’s public transportation system: the repercussions of COVID-19," Public Transport, Springer, vol. 15(2), pages 435-478, June.

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