A new evaluation model for service quality of health care systems based on AHP and information axiom

Abstract

Evaluation of service quality of public hospitals has been largely ignored by health care providers although it is vital for human life. For this, some regulations are being done by Turkish Ministry of Health to improve service quality. One of them is to construct quality teams for hospitals. The other is classification of hospitals into five groups based on their service quality and government provides promotion to hospitals based on this classifications. However, the current classification procedure is not based on an analytical method. Therefore, in the scope of this paper, service quality index has been developed in order to present a scientific basis for classification of hospitals by using multiple criteria decision making tools with respect to existing parameters in the literature. In the scope of this study, service quality parameters are determined and importance degrees of them are obtained by using analytic hierarchy process in terms of service providers and patients. Then, a formulation has been provided to obtain service quality index (SQI) for hospitals. A case study for public hospitals is presented to test applicability of the proposed method.

Inverse multiple criteria sorting problem with fuzzy parameters: an application of building energy labelling improvement

“…to improve present classes of objects. For example, Bhuniya et al [31]'s study can be extended as a customer service level improvement study in a supply chain or Aktas et al [6]'s study as a hospital service quality improvement study by using the proposed model. Also, the proposed model can be tested on several industrial case studies in further studies.…”

“…Decision making techniques have largely been used by researchers and practitioners to solve different problems in a wide application area. Some of these areas can be listed as inventory management [1,2,3], production planning [4], supplier selection [5], quality evaluation [6], website ranking [7], site selection [8], business aircraft selection This provisional PDF is the accepted version. The article should be cited as: RAIRO: RO, doi: 10.1051/ro/2022024 [9], etc.…”

Aksiyomatik Tasarim ile Tedarikçi Seçimi: Bebek Mamasi Üretimi için Türkiye'de Bir Uygulama

“…Information Axiom proposes that amongst design alternatives that provide Independence Axiom, the best design is the one which has the minimum information content. Investigating the literature, it can be seen that Information Axiom is used as an MCDM tool in selecting the most suitable system while selecting designed systems such as equipment, logistics companies, modern production or service systems [26]. Information is expressed by information content and related to given functional requirements' (FR) actualization probability.…”

Collective intelligence and databases in eHealth: A survey1

“…Despite the application of innovative techniques to improve the services of the healthcare system, there is not enough evidence of these improvements. This thought was presented by the Turkish Ministry of Health which implanted some regulations in order to quantify it [4]. The resource used for this study was a multiple criteria decision making tool that was based on numerous parameters of the qualification of the service obtained from the literature.…”