2020
DOI: 10.1109/access.2020.3037769
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A Novel Decision Making Approach for Benchmarking the Service Quality of Smart Community Health Centers

Abstract: The purpose of this research is to develop a novel approach to benchmark smart community health centers in order to achieve continuous improvement of service quality. Three methods are presented: the fuzzy DEMATEL method is used to determine the criteria weights, the fuzzy ELECTRE III method is employed to obtain the ranking of smart community health centers, and IPA (Importance-Performance Analysis) is employed to formulate improvement strategies. The proposed approach clearly identifies the strengths and wea… Show more

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Cited by 3 publications
(1 citation statement)
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“…A prospect theory-based evidential reasoning (PTER) analytical framework is proposed to comprehensively evaluate the smart community for sustainable development [20]. In addition, in order to achieve continuous improvements in service quality, a contrast approach to benchmarking smart community health centers is developed [32]. However, most studies have focused solely on one aspect of smart community governance, and the comprehensive evaluation indicators specifically for assessing smart community governance are currently unavailable.…”
Section: Introductionmentioning
confidence: 99%
“…A prospect theory-based evidential reasoning (PTER) analytical framework is proposed to comprehensively evaluate the smart community for sustainable development [20]. In addition, in order to achieve continuous improvements in service quality, a contrast approach to benchmarking smart community health centers is developed [32]. However, most studies have focused solely on one aspect of smart community governance, and the comprehensive evaluation indicators specifically for assessing smart community governance are currently unavailable.…”
Section: Introductionmentioning
confidence: 99%