1. Home
  2. Issues
  3. Volume 34, Issue 1 (2023)
  4. Providing a Framework for Evaluating the ...

Informatica


Providing a Framework for Evaluating the Quality of Health Care Services Using the HealthQual Model and Multi-Attribute Decision-Making Under Imperfect Knowledge of Data
Volume 34, Issue 1 (2023), pp. 85–120
Pub. online: 13 March 2023      Type: Research Article      Open accessOpen Access
Received
1 July 2022
Accepted
1 February 2023
Published
13 March 2023

Abstract

Due to the increasing importance of evaluating the quality of health care services using the patient-centred approach, this study aimed to propose a novel framework by combining the SERVQUAL model and multi-attribute decision-making (MADM) methods using interval-valued triangular fuzzy numbers (IVTFN). In this study, after an initial overview of related work and expert opinions, a list of the most important dimensions and indicators for measuring the quality of health care services was extracted and localized. Then, to determine the importance of each of the identified factors, one of MADM’s acceptable methods called step-wise weight assessment ratio analysis (SWARA) was used. Then, in order to use the developed framework for comparing different health centres and ranking them, after collecting evaluation data in the form of linguistic variables, another practical method in the field of MADM has been used, namely, Additive Ratio Assessment (ARAS) method. The dimensions and sub-dimensions identified are, on the one hand, appropriate to the conditions of the case study and, on the other hand, the findings from the implementation show that among the dimensions of health service quality, responsiveness and then reliability has the highest rank in this case. Also, the use of IVTFN, on the one hand, eliminates the problems related to the use of Likert scale in other quality assessment methods and, on the other hand, reduces the possibility of facing imperfect knowledge of data which is a common problem in the field of qualitative evaluations. Utilizing the results of this study can significantly help decision makers in their choice of strategies to improve service quality. Furthermore, improving the quality of services can play an important role in promoting the competitiveness and performance of health care providers by increasing patient satisfaction with the services received. Also, as a side effect, the developed framework can be used to compare the performance of different hospitals and health centres, as well as their ranking.

References

 
Afkham, L., Abdi, F., Komijan, A. (2012). Evaluation of service quality by using fuzzy MCDM: a case study in Iranian health-care centers. Management Science Letters, 2, 291–300.
 
Akdag, H., Kalaycı, T., Karagöz, S., Zülfikar, H., Giz, D. (2014). The evaluation of hospital service quality by fuzzy MCDM. Applied Soft Computing, 23, 239–248.
 
AlOmari, F. (2020). Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407–420.
 
Altuntas, S., Kansu, S. (2019). An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: a case study. Kybernetes, 49(10), 2419–2453.
 
Altuntas, S., Dereli, T., Yilmaz, M.K. (2012). Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey. Total Quality Management & Business Excellence, 23, 1379–1395.
 
Ampaw, E.M., Chai, J., Liang, B., Tsai, S.B., Frempong, J. (2020). Assessment on health care service quality and patients’ satisfaction in Ghana. Kybernetes, 49(12), 3047–3068.
 
Asiamah, N., Adu-Gyamfi, K., Frimpong, F.K.S., Avor, W.M.K. (2021). Development of a scale measuring nurses’ physical activity counseling in a primary care facility: implications for healthcare quality. Hospital Topics, 99(3), 119–129.
 
Aydin, O., Pakdil, F. (2008). Fuzzy SERVQUAL analysis in airline services. Organizacija, 41(3), 108–115.
 
Babakus, E., Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253–268.
 
Bahadori, M., Ravangard, R., Alimohammadzadeh, K., Hosseini, S.M. (2015). Plan and road map for health reform in Iran. BMJ, 18, 351.
 
Behdioğlu, S., Acar, E., Burhan, H.A. (2017). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 1–19.
 
Behdioğlu, S., Acar, E., Burhan, H.A. (2019). Evaluating service quality by fuzzy SERVQUAL: a case study in a physiotherapy and rehabilitation hospital. Total Quality Management & Business Excellence, 30(3–4), 301–319.
 
Beheshtinia, M.A., Omidi, S. (2017). A hybrid MCDM approach for performance evaluation in the banking industry. Kybernetes, 46(8), 1386–1407.
 
Boller, C., Wyss, K., Mtasiwa, D., Tanner, M. (2003). Quality and comparison of antenatal care in public and private providers in the United Republic of Tanzania. Bulletin of the World Health Organization, 81(2), 116–122.
 
Boltürk, E., Kahraman, C. (2022). Interval-valued and circular intuitionistic fuzzy present worth analyses. Informatica, 33(4), 693–711.
 
Bowers, M.R., Kiefe, C.I. (2002). Measuring health care quality: comparing and contrasting the medical and the marketing approaches. American Journal of Medical Quality, 17(4), 136–144.
 
Buawangpong, N., Pinyopornpanish, K., Jiraporncharoen, W., Dejkriengkraikul, N., Sagulkoo, P., Pateekhum, C., Angkurawaranon, C. (2020). Incorporating the patient-centered approach into clinical practice helps improve quality of care in cases of hypertension: a retrospective cohort study. BMC Family Practice, 21, 108.
 
Burns, L.R. (Ed.) (2014). India’s Healthcare Industry: Innovation in Delivery, Financing, and Manufacturing. Cambridge University Press.
 
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8–32.
 
Büyüközkan, G., Çifçi, G., Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8), 9407–9424.
 
Carlucci, D., Renna, P., Schiuma, G. (2013). Evaluating service quality dimensions as antecedents to outpatient satisfaction using back propagation neural network. Health Care Management Science, 16(1), 37–44.
 
Carman, J.M. (1990). Consumer perceptions of service quality: an assessment of T. Journal of Retailing, 66(1), 33.
 
Chai, N., Zhou, W. (2022). A novel hybrid MCDM approach for selecting sustainable alternative aviation fuels in supply chain management. Fuel, 327, 125180.
 
Chen, S.H., Yeh, T.M. (2015). Integration PEM and AHP methods to determine service quality improvement strategy for the medical industry. Applied Mathematics & Information Sciences, 9(6), 3073–3082.
 
Choi, K.S., Lee, H., Kim, C., Lee, S. (2005). The service quality dimensions and patient satisfaction relationships in South Korea: comparisons across gender, age and types of service. Journal of Services Marketing, 19(3), 140–149.
 
Coulthard, L.J.M. (2004). A review and critique of research using SERVQUAL. International Journal of Market Research, 46(4), 479–497.
 
Dahooie, J.H., Zavadskas, E.K., Abolhasani, M., Vanaki, A., Turskis, Z. (2018). A novel approach for evaluation of projects using an interval-valued fuzzy additive ratio assessment (ARAS) method: a case study of oil and gas well drilling projects. Symmetry, 10(2), 45.
 
Dahooie, J.H., Vanaki, A.S., Mohammadi, N. (2019). Choosing the appropriate system for cloud computing implementation by using the interval-valued intuitionistic fuzzy CODAS multiattribute decision-making method (case study: faculty of new sciences and technologies of Tehran University). IEEE Transactions on Engineering Management, 67(3), 855–868.
 
Dahooie, J.H., Meidute-Kavaliauskiene, I., Vanaki, A.S., Podviezko, A., Abadi, E.B.J. (2020). Development of a firm export performance measurement model using a hybrid multi-attribute decision-making method. Management Decision, 58(11), 2349–2385.
 
Dahooie, J.H., Estiri, M., Janmohammadi, M., Zavadskas, E.K., Turskis, Z. (2022). A novel advertising media selection framework for online games in an intuitionistic fuzzy environment. Oeconomia Copernicana, 13(1), 109–150.
 
Dehnavieh, R., Haghdoost, A.A., Majdzadeh, R., Noorihekmat, S., Ravaghi, H., Mehrolhasani, M.H., Barati, O., Salari, H., Masoud, A., Poursheikhali, A., Mirshekari, N., Ghasemi, S., Esfandiary, A. (2018). Quality of health services of the islamic republic of Iran: status, barriers and improvement strategies. Iranian Journal of Epidemiology, 13(Special Issue), 98–109.
 
Deng, W.J., Pei, W. (2009). Fuzzy neural based importance-performance analysis for determining critical service attributes. Expert Systems with Applications, 36(2), 3774–3784.
 
Donabedian, A. (1988). The quality of care: how can it be assessed? Jama, 260(12), 1743–1748.
 
Doshmangir, L., Bazyar, M., Najafi, B., Haghparast-Bidgoli, H. (2019). Health financing consequences of implementing health transformation plan in Iran: achievements and challenges. International Journal of Health Policy and Management, 8(6), 384.
 
Fatima, T., Malik, S.A., Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management, 35(6), 1195–1214.
 
Ferreira, D.C., Marques, R.C. (2016). Should inpatients be adjusted by their complexity and severity for efficiency assessment? Evidence from Portugal. Health Care Management Science, 19(1), 43–57.
 
Ferreira, D.C., Marques, R.C., Nunes, A.M., Figueira, J.R. (2018). Patients’ satisfaction: the medical appointments valence in Portuguese public hospitals. Omega, 80, 58–76.
 
Ferreira, D.C., Soares, R., Pedro, M.I., Marques, R.C. (2021). Customer satisfaction in the presence of imperfect knowledge of data. International Transactions in Operational Research, 30(3), 1505–1536.
 
Ghorabaee, M.K., Zavadskas, E.K., Amiri, M., Esmaeili, A. (2016). Multi-criteria evaluation of green suppliers using an extended WASPAS method with interval type-2 fuzzy sets. Journal of Cleaner Production, 137, 213–229.
 
Gill, L., White, L. (2009). A critical review of patient satisfaction. Leadership in Health Services, 22(1), 8–19.
 
Ginter, P.M., Duncan, W.J., Swayne, L.E. (2018). The Strategic Management of Health Care Organizations. John Wiley & Sons.
 
Gorzałczany, M.B. (1987). A method of inference in approximate reasoning based on interval-valued fuzzy sets. Fuzzy Sets and Systems, 21(1), 1–17.
 
Grigoroudis, E., Spyridaki, O. (2003). Derived vs. stated importance in customer satisfaction surveys. Operational Research, 3(3), 229–247.
 
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44.
 
Grönroos, C. (1988). New competition in the service economy: the five rules of service. International Journal of Operations & Production Management, 8(3), 9–19.
 
Hashemkhani Zolfani, S., Yazdani, M., Zavadskas, E.K. (2018). An extended stepwise weight assessment ratio analysis (SWARA) method for improving criteria prioritization process. Soft Computing, 22(22), 7399–7405.
 
Jun, M., Peterson, R.T., Zsidisin, G.A. (1998). The identification and measurement of quality dimensions in health care: focus group interview results. Health Care Management Review, 23(4), 81–96.
 
Kalepu, R.N.P. (2014). Service quality in healthcare sector: an exploratory study on hospitals. IUP Journal of Marketing Management, 13(1), 7–28.
 
Karabasevic, D., Zavadskas, E.K., Turskis, Z., Stanujkic, D. (2016). The framework for the selection of personnel based on the SWARA and ARAS methods under uncertainties. Informatica, 27(1), 49–65.
 
Karasan, A., Erdogan, M., Cinar, M. (2022). Healthcare service quality evaluation: an integrated decision-making methodology and a case study. Socio-Economic Planning Sciences, 82, 101234.
 
Keršuliene, V., Zavadskas, E.K., Turskis, Z. (2010). Selection of rational dispute resolution method by applying new step-wise weight assessment ratio analysis (SWARA). Journal of Business Economics and Management, 11(2), 243–258.
 
Kumar, V., Kalita, K., Chatterjee, P., Zavadskas, E.K., Chakraborty, S. (2022). A SWARA-CoCoSo-based approach for spray painting robot selection. Informatica, 33(1), 35–54.
 
La Fata, C.M., Lupo, T., Piazza, T. (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, 22(1), 106–120.
 
Lee, D. (2017). HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491–516.
 
Li, X., He, Z. (2020). An integrated approach for evaluating hospital service quality with linguistic preferences. International Journal of Production Research, 59(6), 1776–1790.
 
Liao, H., Wu, X., Mi, X., Herrera, F. (2020). An integrated method for cognitive complex multiple experts multiple criteria decisions making based on ELECTRE III with weighted Borda rule. Omega, 93, 102052.
 
Lim, P.C., Tang, N.K. (2000). A study of patients’ expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290–299.
 
Liu, N., Xu, Z. (2021). An overview of ARAS method: theory development, application extension, and future challenge. International Journal of Intelligent Systems, 36(7), 3524–3565.
 
Liu, P., Li, Y. (2021). An improved failure mode and effect analysis method for multi-criteria group decision-making in green logistics risk assessment. Reliability Engineering & System Safety, 215, 107826.
 
Liu, P., Zhu, B., Seiti, H., Yang, L. (2021). Risk-based decision framework based on R-numbers and best-worst method and its application to research and development project selection. Information Sciences, 571, 303–322.
 
Liu, P., Li, Y., Zhang, X., Pedrycz, W. (2022). A multiattribute group decision-making method with probabilistic linguistic information based on an adaptive consensus reaching model and evidential reasoning. IEEE Transactions on Cybernetics, 53(3), 1905–1919.
 
Lucadamo, A., Camminatiello, I., D’Ambra, A. (2021). A statistical model for evaluating the patient satisfaction. Socio-Economic Planning Sciences, 73, 100797.
 
Lupo, T. (2015). Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily. Journal of Air Transport Management, 42, 249–259.
 
Lupo, T. (2016). A fuzzy framework to evaluate service quality in the healthcare industry: an empirical case of public hospital service evaluation in Sicily. Applied Soft Computing, 40, 468–478.
 
Mahdavi, M., Parsaeian, M., Jaafaripooyan, E., Ghaffari, S. (2018). Recent Iranian health system reform: an operational perspective to improve health services quality. International Journal of Health Policy and Management, 7(1), 70–74.
 
Mardani, A., Hooker, R.E., Ozkul, S., Yifan, S., Nilashi, M., Sabzi, H.Z., Fei, G.C. (2019). Application of decision making and fuzzy sets theory to evaluate the healthcare and medical problems: a review of three decades of research with recent developments. Expert Systems with Applications, 137, 202–231.
 
Meesala, A., Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269.
 
Mohammadian, A., Heidary Dahooie, J., Qorbani, A.R., Zavadskas, E.K., Turskis, Z. (2021). A new multi-attribute decision-making framework for policy-makers by using interval-valued triangular fuzzy numbers. Informatica, 32(3), 583–618.
 
Mostafa, M.M. (2005). An empirical study of patients’ expectations and satisfactions in Egyptian hospitals. International Journal of Health Care Quality Assurance, 18(7), 516–532.
 
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4), 366–381.
 
Nemati, R., Bahreini, M., Pouladi, S., Mirzaei, K., Mehboodi, F. (2020). Hospital service quality based on HEALTHQUAL model and trusting nurses at Iranian university and non-university hospitals: a comparative study. BMC Nursing, 19, 118.
 
Otani, K., Waterman, B., Faulkner, K.M., Boslaugh, S., Burroughs, T.E., Dunagan, W.C. (2009). Patient satisfaction: focusing on “excellent”. Journal of Healthcare Management, 54(2), 93–102.
 
Otay, İ., Oztaysi, B., Onar, S.C., Kahraman, C. (2017). Multi-expert performance evaluation of healthcare institutions using an integrated intuitionistic fuzzy AHP&DEA methodology. Knowledge-Based Systems, 133, 90–106.
 
Pamucar, D., Yazdani, M., Montero-Simo, M.J., Araque-Padilla, R.A., Mohammed, A. (2021). Multi-criteria decision analysis towards robust service quality measurement. Expert Systems with Applications, 170, 114508.
 
Pandey, M.M. (2016). Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method. Journal of Air Transport Management, 57, 241–249.
 
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
 
Parasuraman, A., Zeithaml, V.A., Berry, L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
 
Pekkaya, M., İmamoğlu Ö, P., Koca, H. (2019). Evaluation of healthcare service quality via Servqual scale: an application on a hospital. International Journal of Healthcare Management, 12(4), 340–347.
 
Rahim, A.I., Ibrahim, M.I., Musa, K.I., Chua, S.L., Yaacob, N.M. (2021). Assessing patient-perceived hospital service quality and sentiment in Malaysian public hospitals using machine learning and Facebook reviews. International Journal of Environmental Research and Public Health, 18(18), 9912.
 
Ranjbar, E.M., Bahrami, M., Zare, A.H., Arab, M., Nasiri, S., Hataminasab, H. (2012). Analysis of SERVQUAL in Shahid Sadoghi hospital, Yazd, Iran. Hormozgan Medical Journal, 16(4), 333–340.
 
Ranjbar, M., Bazyar, M., Jafari, H., Pakdaman, M., Pirasteh, V. (2021). Investigating the effect of health transformation plan on the public hospitals performance indicators; a case study from Iran. BMC Health Services Research, 21(1), 1133.
 
Rezaei, J. (2015). Best-worst multi-criteria decision-making method. Omega, 53, 49–57.
 
Rezaei, S., Rahimi, F.A., Arab, M., Jaafaripooyan, E. (2016). Effects of the new health reform plan on the performance indicators of Hamedan university hospitals. Journal of School of Public Health and Institute of Public Health Research, 14(2), 51–60 (in Persian).
 
Scobie, S., Thomson, R., McNeil, J.J., Phillips, P.A. (2006). Measurement of the safety and quality of health care. Medical Journal of Australia, 184(S10), S51–S55.
 
Sharifi, T., Hosseini, S.E., Mohammadpour, S., Javan-Noughabi, J., Ebrahimipour, H., Hooshmand, E. (2021). Quality assessment of services provided by health centers in Mashhad, Iran: SERVQUAL versus HEALTHQUAL scales. BMC Health Services Research, 21, 397.
 
Sharma, S., Conduit, J. (2016). Cocreation culture in health care organizations. Journal of Service Research, 19(4), 438–457.
 
Singh, A. (2019). An integrated approach towards ranking hospitals using Fuzzy AHP and ELECTRE-I technique. International Journal of Healthcare Management, 14(2), 499–508.
 
Singh, A., Prasher, A. (2019). Measuring healthcare service quality from patients’ perspective: using fuzzy AHP application. Total Quality Management & Business Excellence, 30(3–4), 284–300.
 
Singh, A., Prasher, A., Kaur, N. (2020). Assessment of hospital service quality parameters from patient, doctor and employees’ perspectives. Total Quality Management & Business Excellence, 31(13–14), 1467–1486.
 
Stanujkic, D. (2015). Extension of the ARAS method for decision-making problems with interval-valued triangular fuzzy numbers. Informatica, 26(2), 335–355. https://doi.org/10.15388/Informatica.2015.51.
 
Stević, Ž., Das, D.K., Tešić, R., Vidas, M., Vojinović, D. (2022). Objective criticism and negative conclusions on using the fuzzy SWARA method in multi-criteria decision making. Mathematics, 10(4), 635.
 
Tsai, W.H., Hsu, W., Chou, W.C. (2011). A gap analysis model for improving airport service quality. Total Quality Management & Business Excellence, 22(10), 1025–1040.
 
Vahdani, B., Mousavi, S.M., Tavakkoli-Moghaddam, R., Ghodratnama, A., Mohammadi, M. (2014). Robot selection by a multiple criteria complex proportional assessment method under an interval-valued fuzzy environment. The International Journal of Advanced Manufacturing Technology, 73(5–8), 687–697.
 
Vouri, H. (1982). Quality assurance of health services: principles and concepts. Public Health in Europe, 16. WHO, Copenhagen.
 
Wu, W.Y., Hsiao, S.W., Kuo, H.P. (2004). Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality. Total Quality Management & Business Excellence, 15(4), 439–456.
 
Yeşilada, F., Direktör, E. (2010). Health care service quality: a comparison of public and private hospitals. African Journal of Business Management, 4(6), 962–971.
 
Youssef, F.N., Nel, D., Bovaird, T. (1996). Health care quality in NHS hospitals. International Journal of Health Care Quality Assurance, 9(1), 15–28.
 
Yucesan, M., Gul, M. (2020). Hospital service quality evaluation: an integrated model based on Pythagorean fuzzy AHP and fuzzy TOPSIS. Soft Computing, 24(5), 3237–3255.
 
Zadeh, L.A. (1965). Information and control. Fuzzy Sets, 8(3), 338–353.
 
Zavadskas, E.K., Turskis, Z. (2010). A new additive ratio assessment (ARAS) method in multicriteria decision-making. Technological and Economic Development of Economy, 16(2), 159–172.
 
Zhou, X., Xu, Z. (2018). An integrated sustainable supplier selection approach based on hybrid information aggregation. Sustainability, 10(7), 2543.

Biographies

Estiri Mehrdad
Mehrdadstiri@ut.ac.ir

M. Estiri is ann associate professor at the Faculty of Management, University of Tehran, Tehran, Iran. He has received BSc degree in business administration management from the Allame Tabatabaei University and MSc in marketing and PhD degree in human resource management from the Department of Business Management, University of Tehran. His research and teaching interests include areas such as strategic human resource management, high performance work systems, organizational behaviour, digital human resource management, service marketing, data mining and multiple criteria decision making. He has published articles in various indexed journals.

Heidary Dahooie Jalil
https://orcid.org/0000-0003-4037-6670
Heidaryd@ut.ac.ir

J. Heidary Dahooie is an associate professor at the Department of Industrial Management, University of Tehran, Tehran, Iran. He has received BSc degree in industrial engineering from the Sharif University of Technology, and MSc and PhD degrees from the Department of Industrial Engineering, Amirkabir University of Technology. His research and teaching interests include areas such as technology and knowledge management, multi-criteria decision making, data mining and business process management. He has published articles in various indexed journals including: International Journal of Fuzzy Systems, Technological Forecasting and Social Change, Journal of Knowledge Management, Expert Systems with Applications and Neural Computing & Applications.

Zavadskas Edmundas Kazimieras
https://orcid.org/0000-0002-3201-949X
zavadskas@vilniustech.lt

E.K. Zavadskas, PhD, DSc, Dr. habil, Dr. H. C. multi, prof. chief researcher of Institute of Sustainable Construction, Faculty of Civil Engineering, Vilnius Gediminas Technical University, Lithuania. PhD in building structures (1973). Dr. Sc. (1987) in building technology and management. Dr. Habil (1993). Founder of Vilnius Gediminas Technical University (1990). Member of the Lithuanian Academy of Science; member of several foreign Academies of Sciences; Honorary doctor from Poznan, Saint-Petersburg, and Kyiv universities. Member of international organizations; member of steering and program committees at many international conferences; Chairman of EURO Working Group ORSDCE; associate editor, guest editor, or editorial board member for 40 international journals (Computers-Aided Civil and Infrastructure Engineering, Automation in Construction, Informatica, International Journal of Information Technology and Decision Making, Archives of Civil and Mechanical Engineering, International Journal of Fuzzy Systems, Symmetry, Sustainability, Applied Intelligence, Energy, Entropy and other); the author and co-author of more than 600 papers and a number of monographs in Lithuanian, English, German and Russian. Founding editor of journals Technological and Economic Development of Economy, Journal of Civil Engineering and Management, International Journal of Strategic Property Management. He was a highly cited researcher in 2014, 2018, 2019, 2020. Research interests: multi-criteria decision making, civil engineering, sustainable development, fuzzy multi-criteria decision making.


Full article Related articles Cited by PDF XML
Full article Related articles Cited by PDF XML

Copyright
© 2023 Vilnius University
Open access article under the CC BY license.

Keywords
service quality health care HealthQual interval-valued triangular fuzzy numbers (IVTFN) step-wise weight assessment ratio analysis (SWARA) additive ratio assessment (ARAS)

Metrics
since January 2020
851

Article info
views

 283

Full article
views
455

PDF
downloads

 87

XML
downloads


Share


RSS