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

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dc.authoridÇınar, Melih/0000-0002-4684-3631
dc.authorwosidÇınar, Melih/AAZ-4661-2020
dc.contributor.authorKaraşan, Ali
dc.contributor.authorErdoğan, Melike
dc.contributor.authorÇınar, Melih
dc.date.accessioned2023-07-26T11:55:14Z
dc.date.available2023-07-26T11:55:14Z
dc.date.issued2022
dc.departmentDÜ, Mühendislik Fakültesi, Endüstri Mühendisliği Bölümüen_US
dc.description.abstractDevelopments 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.en_US
dc.description.sponsorshipScientific and Technological Research Council of Turkey (TUBITAK)en_US
dc.description.sponsorshipWe sincerely appreciated the respected reviewers for their careful reading of our manu-script and their insightful comments and suggestions, which improved our paper remarkably. The author, Melih Cinar, thanks the Scientific and Technological Research Council of Turkey (TUBITAK) for the financial support of the 2211-A Fellowship Program.en_US
dc.identifier.doi10.1016/j.seps.2022.101234
dc.identifier.issn0038-0121
dc.identifier.issn1873-6041
dc.identifier.scopus2-s2.0-85124325998en_US
dc.identifier.scopusqualityQ1en_US
dc.identifier.urihttps://doi.org/10.1016/j.seps.2022.101234
dc.identifier.urihttps://hdl.handle.net/20.500.12684/13028
dc.identifier.volume82en_US
dc.identifier.wosWOS:000833547700008en_US
dc.identifier.wosqualityQ1en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.institutionauthorErdoğan, Melike
dc.language.isoenen_US
dc.publisherElsevier Science Incen_US
dc.relation.ispartofSocio-Economic Planning Sciencesen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.snmz$2023V1Guncelleme$en_US
dc.subjectApplied Sciences; Fuzzy Inference System; Healthcare Management; Interval Valued Fuzzy Sets; Pythagorean Fuzzy Sets; Service Qualityen_US
dc.subjectCustomer Satisfaction; Consensus Model; Fuzzy Ahp; Benchmarking; Hospitals; Framework; Industry; Numbers; Systems; Topsisen_US
dc.titleHealthcare service quality evaluation: An integrated decision-making methodology and a case studyen_US
dc.typeArticleen_US

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