MULTI-CRITERIA DECISION MAKING TECHNIQUES FOR HEALTHCARE SERVICE QUALITY EVALUATION: A LITERATURE REVIEW

Year 2017, Volume: 35 Issue: 3, 501 - 512, 01.09.2017

Meltem Mutlu Gülfem Tuzkaya Bahar Sennaroğlu

Abstract

Service quality is a significant factor in development, achievement and survival of any company, assuming the significance of estimating future developments of the company. Evaluating service quality of healthcare management in the light of patient’s sense is beneficial for hospitals’ management to find basic factors affecting service quality and implement effective procedures to solve problems of hospital service quality. The main purpose of this paper is to provide a systematic review of multiple criteria decision-making (MCDM) techniques used in healthcare service quality evaluation to understand the link between service quality and healthcare. MCDM techniques are progressively used to implement decisions in healthcare involving multiple and conflicting criteria. This study reviewed 42 articles from 33 journals, published from 2004 to 2016. Articles are categorized based on the year of publication, country of origin, publication name and methods used in the study.

Keywords

Multiple criteria decision making, healthcare service quality, literature review

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