An Integrated Evaluation Model for Service Quality of Hospitals: A Case Study From Turkey

Abstract

In this paper, an integrated approach, in which Fuzzy Analytic Hierarchy Process (FAHP) and Fuzzy TOPSIS (FTOPSIS) is used, is proposed to rank the hospitals according to service quality from the patient's point of view. The FAHP is employed to determine the weights of service quality criteria for the hospitals, and FTOPSIS method is used to rank the hospitals. Empirical results show that when reliability is the most important criterion, empathy is the least important criterion in terms of hospital service quality. A sensitivity analysis is also applied to check how sensitive our model is to changes in the various criteria weights.