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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.

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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.


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

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