2024
DOI: 10.1108/ijhg-08-2023-0082
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Performance measurement of factors affecting consumer experience in healthcare services using fuzzy and grey techniques

Shubham Senapati,
Rajeev Kumar Panda

Abstract: PurposeThe importance of consumer experience in service industries, particularly healthcare, is widely acknowledged as it captures the intricacies of quality management. In tandem with the emerging research trends that evaluate service excellence through user experience, this study renders a performance analysis of the dimensions of consumer experience that individually or collectively shape healthcare consumers’ perceptions of service quality.Design/methodology/approachA cross-sectional study was conducted ac… Show more

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