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

Yıl 2017, Cilt: 35 Sayı: 3, 501 - 512, 01.09.2017

Öz

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.

Kaynakça

  • [1] Li L. X., (1997) Relationships between determinants of hospital quality management and service quality performance – a path analytic model, Omega 25(5), 535-545.
  • [2] Tseng M. L., (2009) A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach, Expert Systems with Applications 36(4), 7738-7748.
  • [3] Lee H., Delene M.L., Bunda M.A., Kim C. (2000) Methods of measuring Health-Care Service Quality, Journal of Business Research 48, 233-246.
  • [4] Parasuraman A., Berry L. L., Zeihaml V. A., (1988) SERVQUAL: A Multiple Item Scale For Measureing Consumer Perceptions of Service Quality, Journal of Retailing 64(1), 12-40.
  • [5] Parasuraman A., Zeithaml V.A., Berry L.L., (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing 49(4), 41-50.
  • [6] Bertolini M., Bevilacqua M., Ciarapica F.E., Giacchetta G., (2011) Business process re-engineering in healthcare management: a case study, Business Process Management Journal 17(1), 42-66.
  • [7] Min H., Mitra A., Oswald S., (1997) Competitive benchmarking of health care quality using the analytic hierarchy process: an example from Korean cancer Clinics, Socio-Economic Planning Sciences 31 (2) 147-159.
  • [8] Levine A. S., Plume S. K., Nelson E. C., (1997) Transforming patient feedback into strategic actions plans, Qual. Manag. Health Care 5(3), 28-40.
  • [9] Chang S.-J., Hsiao H.-C., Huang L.-H., Chang H., (2011) Taiwan quality indicator project and hospital productivity growth, Omega 39(1), 14–22.
  • [10] Gilbert F.W., Lumpkin J.R., Dant R.P., (1992) Adaptation and customer expectations of healthcare options, Journal of Health Care Management 12(3), 46-55.
  • [11] Milosevic D., Bayyigit M., (1999) Quality improvement: what is in it for the patient?, IEEE Transactions on Engineering Management 46(3), 346-358.
  • [12] Torres E.J., Guo K.L., (2004) Quality Improvement Techniques to Improve Patient Satisfaction, International Journal of Health Care Quality Assurance 17(6), 334-338.
  • [13] Buyukozkan G., Ciftci G., Güleryüz S., (2011) Strategic analysis of healthcare service quality using fuzzy AHP methodology, Expert Systems with Applications 38, 9407-9424.
  • [14] Choi K.S., Lee H., Kim C., Lee S., (2005) The service quality dimensions and patient satisfaction relationships in South Korea: Comparisons across gender, age and types of service, Journal of Services Marketing 19(3), 140-149.
  • [15] Andaleeb S. S., (2001) Service quality perceptions and patient satisfaction: a study of hospitals in a developing country, Social Science & Medicine 52(9), 1359-1370.
  • [16] Liu K., Lai J. H., (2009) Decision-support for environmental impact assessment: a hybrid approach using fuzzy logic and fuzzy analytic network process, Expert Systems with Applications 36(3), 5119-5136.
  • [17] Kahraman C., Buyukozkan G., Ates N.Y., (2007) A two phase multiattribute decision-making approach for new product introduction, Information Sciences 177(7), 1567-1582.
  • [18] Saaty T. L., (1977) A scaling method for priorities in a hierarchical structure, Journal of Mathematical Psychology 15, 234-281.
  • [19] Hwang C.H., Yoon K., (1981) Multiple Attribute Decision Making, Methods and Applications Springer, Heidelberg.
  • [20] Yu P., (1973) A Class of Solutions for Group Decision Problems, Management Science 19, 936-946.
  • [21] Zeleny M., (1982) Multiple Criteria Decision Making. McGraw Hill, New York.
  • [22] Brans J. P., Vincke P., (1985) A preference ranking organization method: The PROMETHEE method for multiple criteria decision making, Management Science 31(6), 647-656.
  • [23] Benayoun R., Roy B., Sussman N., (1966) Manual de reference du programme electre, Note de Synthese et Formation 25, Direction Scientifique SEMA, Paris, France.
  • [24] Saaty T. L., (1996) The analytic network process New York McGraw-Hill.
  • [25] Womack J. P. Byrne O. J., Fiume G. S. Kaplan and J. Toussaint, (2005) Going Lean in Health Care Institute for Healthcare Improvement. Cambridge, USA.
  • [26] Zidel T. G., (2006) A Lean Toolbox—Using Lean Principles and Techniques in Healthcare, Journal for Healthcare Quality 28(1), W1-7–W1-15.
  • [27] Grove A. L., Meredith J. O., MacIntyre M., Angelis J., Neailey K., (2010) UK health visiting: Challenges faced during lean implementation, Leadership in Health Services 23(3), 204-218.
  • [28] Talib F., Azam M., Rahman Z., (2015) Service Quality in Healthcare Establishments: A Literature Review, International Journal of Behavioural and Healthcare Research (IJBHR) 5, 1-24.
  • [29] Mardani A., Jusoh A., Zavadskas E.K., Khalifah Z., Nor, K. M. D., (2015) Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature, Journal of Business Economics and Management 16(5), 1034-1068.
  • [30] Bahadori M., Ravangard R., Yaghoubi M., Alimohammadzadeh J., (2014) Assessing the service quality of Iran military hospitals: Joint Commission International standards and Analytic Hierarchy Process (AHP) technique, Journal of Education and Health Promotion 3(1), 98.
  • [31] Alimohammadzadeh K., Bahadori M., Hassani F., (2015) Application of Analytical Hierarchy Process Approach for Service Quality Evaluation in Radiology Departments: A Cross-Sectional Study, Iranian Journal of Radiology 13(1), 1-7.
  • [32] Herrera A. O., Gonzalez R. C., Abu-Humor E. B., (2008) Multi Criteria Decision Model for Assessing Health Service Information Technology Network Support Using the Analytical Hierarcy Process, Computacion y Sistemas (12)2, 173-182.
  • [33] Amole B.B., Oyatoye E.O., Kuye O.L., (2015) Determinants Of Patient Satisfaction On Service Quality Dimensions In The Nigeria Teaching Hospitals, Economics Management Innovation 7(3), 3-20.
  • [33] Zhang W., YANG Tu-bao, WU Zhi-jian, (2007) Comprehensive Evaluation on Quality of Hospital Medical Services by Using TOPSIS Method, Practical Preventive Medicine 5-25.
  • [34] Khan A.M.R., Prasad P.N., Rajamanoharane Sw, (2012) Service quality performance measurement management in corporate hospitals using analytical hierarchy process, International Journal of Manufacturing Technology and Management 26(1), 196-212.
  • [35] Basu R., Bhola P., (2014) A Framework to Identify Service Quality Determinants of IT Enabled Scalable Ventures: A Study from Indian Context, Journal of Information & Knowledge Management 13(4), 1-14.
  • [36] Zaim S., Bayyurt N., Turkyilmaz A., Solakoglu N., Zaim H., (2008) Measuring and Evaluating Efficiency of Hospitals Through Total Quality Management: A Multi-Criteria Data Envelopment Analysis Model, Journal of Transnational Management (12)4, 77-97.
  • [37] Shieh J., Wub H.H., Huang K. K., A DEMATEL method in identifying key success factors of hospital service quality, Knowledge-Based Systems 23(3), 277-282.
  • [38] Manolitzas P., Grigoroudis E., Matsatsinis N., Using Multicriteria Decision Analysis to Evaluate Patient Satisfaction in a Hospital Emergency Department, Journal of Health Management 16(2), 245–258.
  • [39] Khan A.M.R., Prasad P.N., Rajamanoharane Sw., (2010) A decision-making framework for service quality measurements in hospitals, International Journal of Enterprise Network Management 4(1), 80-91.
  • [40] Aktas A., Cebi S., Temiz I., (2015) A new evaluation model for service quality of healthcare systems based on AHP and information axiom, Journal of Intelligent & Fuzzy Systems 28(3), 1009–1021.
  • [41] Chang T.H., (2011) Service Quality Evaluation: A Fuzzy Preference Relation Approach, IEEE International Conference on Fuzzy Systems, 27-30 June 2011, Taipei, Taiwan Hospital.
  • [42] Wollmann D., Steiner M.T.A., Vieira G.E., Steiner P.A., (2012) Evaluation of health service providers by consumers through the Analytic Hierarchy Process Method, Rev Saúde Pública 46(5), 777-83.
  • [43] Ho C.C., Construct factor evaluation model of Health Management Center selected by customers with Fuzzy Analytic Hierarchy Process Expert Systems with Applications 39(1), 954–959.
  • [44] Sinimole K.R., (2012) Performance evaluation of the hospital services – a fuzzy analytic hierarchy process model, International Journal of Productivity and Quality Management 10(1), 112-130.
  • [45] Lupo T., (2016) A fuzzy framework to evaluate service healthcare industry: An empirical case of public hospital service evaluation in Sicily, Applied Soft Computing 40, 468–478.
  • [46] Chang T.H., (2014) Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan, Information Sciences 271, 196–212.
  • [47] Taskin H., Kahraman Ü.A., Kubat C., (2015) Evaluation of the hospital service in Turkey using fuzzy decision making approach, Journal of Intelligent Manufacturing, 1-12.
  • [48] Altuntas S., Dereli T., Yilmaz M.K., (2012) Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey, Total Quality Management 23(12), 1379–1395.
  • [49] Hojati E., Shahin A., Shirouyehzad H., (2012) Prioritization of Service Quality Dimension and Performance Indicators Using Analytic Network Process with the Approach of Balanced Score Card; a Case Study, Interdisciplinary Journal of Contemporary Research in Business 3(9), 1190-1198.
  • [50] Lambert D.M., Sharma A., (1990) A customer-based competitive analysis for logistics decisions, International Journal of Physical Distribution and Logistics Management 20, 17-24.
  • [51] Chen S.H., Yeh T.M., (2015) Integration PEM and AHP Methods to Determine Service Quality Improvement Strategy for the Medical Industry, Applied Mathematics & Information Sciences 9(6), 3073-3082.
  • [52] Khanjankhani K., Rafiei S., Ezzatabadi M.R., Askari R., Abooee F., Shafii M., (2016) Evaluation and Prioritization of Service Quality Dimensions Using Dematel and Topsis (A Case Study in Iran), Bali Medical Journal 5(2), 118-123.
  • [53] Kuo R.J., Wu Y.H., Hsu T.S., (2012) Integration of fuzzy set theory and TOPSIS into HFMEA to improve outpatient service for elderly patients in Taiwan, Journal of the Chinese Medical Association 75, 341-348.
  • [54] Buyukozkan G., Ciftci G., (2010) An Integrated Multi Criteria Decision Making Approach for Electronic Service Quality Analysis of Healthcare Industry, International Conference on Information Society, 522-527.
  • [55] Buyukozkan G., Ciftci G., (2012) A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare, Expert Systems with Applications 39(3), 2341–2354.
  • [56] Hamidi N., Gheibdoust H., Ramezanian M.R., (2014) A combined ANP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare service, International Journal of Management and Humanity Sciences 3(3), 1596-1602.
  • [57] Bilsel R.U., Büyüközkan G., Ruan D., (2006) A Fuzzy Preference-Ranking Model for a Quality Evaluation of Hospital Web Sites, Internatıonal Journal Of Intellıgent Systems 21(11), 1181–1197.
  • [58] Akdag H., Kalaycı T., Karagöz S., Zülfikar H., Giz D., (2014) The evaluation of hospital service quality by fuzzy MCDM, Applied Soft Computing 23, 239–248.
  • [59] Afkham L., Abdia F., Komijanb A.R., Evaluation of service quality by using fuzzy MCDM: A case study in Iranian health-care centers, Management Science Letters 2, 291–300.
  • [60] Gul M., Guneri A.F., Derin B., (2014) Evaluation of Service Quality Criteria For a Private Medical Center By Using Servqual and Dematel Methods, Sigma Journal of Engineering and Natural Sciences 32(2), 240-253.
  • [61] Lee W.H., Wang C.H., Pang C.T., (2010) Evaluating Service Quality of Online Auction by Fuzzy MCDM, World Academy of Science, Engineering and Technology 65, 1070-1076.
  • [62] Mirbargkar S.M., Zadmehr O., (2015) Investigating the Quality of Electronic Services Using Multiple Attribute Decision-Making Techniques Case Study (Aria, Ghaem, and Golsar Hospitals), Science Journal (CSJ) 36(6).
Yıl 2017, Cilt: 35 Sayı: 3, 501 - 512, 01.09.2017

Öz

Kaynakça

  • [1] Li L. X., (1997) Relationships between determinants of hospital quality management and service quality performance – a path analytic model, Omega 25(5), 535-545.
  • [2] Tseng M. L., (2009) A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach, Expert Systems with Applications 36(4), 7738-7748.
  • [3] Lee H., Delene M.L., Bunda M.A., Kim C. (2000) Methods of measuring Health-Care Service Quality, Journal of Business Research 48, 233-246.
  • [4] Parasuraman A., Berry L. L., Zeihaml V. A., (1988) SERVQUAL: A Multiple Item Scale For Measureing Consumer Perceptions of Service Quality, Journal of Retailing 64(1), 12-40.
  • [5] Parasuraman A., Zeithaml V.A., Berry L.L., (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing 49(4), 41-50.
  • [6] Bertolini M., Bevilacqua M., Ciarapica F.E., Giacchetta G., (2011) Business process re-engineering in healthcare management: a case study, Business Process Management Journal 17(1), 42-66.
  • [7] Min H., Mitra A., Oswald S., (1997) Competitive benchmarking of health care quality using the analytic hierarchy process: an example from Korean cancer Clinics, Socio-Economic Planning Sciences 31 (2) 147-159.
  • [8] Levine A. S., Plume S. K., Nelson E. C., (1997) Transforming patient feedback into strategic actions plans, Qual. Manag. Health Care 5(3), 28-40.
  • [9] Chang S.-J., Hsiao H.-C., Huang L.-H., Chang H., (2011) Taiwan quality indicator project and hospital productivity growth, Omega 39(1), 14–22.
  • [10] Gilbert F.W., Lumpkin J.R., Dant R.P., (1992) Adaptation and customer expectations of healthcare options, Journal of Health Care Management 12(3), 46-55.
  • [11] Milosevic D., Bayyigit M., (1999) Quality improvement: what is in it for the patient?, IEEE Transactions on Engineering Management 46(3), 346-358.
  • [12] Torres E.J., Guo K.L., (2004) Quality Improvement Techniques to Improve Patient Satisfaction, International Journal of Health Care Quality Assurance 17(6), 334-338.
  • [13] Buyukozkan G., Ciftci G., Güleryüz S., (2011) Strategic analysis of healthcare service quality using fuzzy AHP methodology, Expert Systems with Applications 38, 9407-9424.
  • [14] Choi K.S., Lee H., Kim C., Lee S., (2005) The service quality dimensions and patient satisfaction relationships in South Korea: Comparisons across gender, age and types of service, Journal of Services Marketing 19(3), 140-149.
  • [15] Andaleeb S. S., (2001) Service quality perceptions and patient satisfaction: a study of hospitals in a developing country, Social Science & Medicine 52(9), 1359-1370.
  • [16] Liu K., Lai J. H., (2009) Decision-support for environmental impact assessment: a hybrid approach using fuzzy logic and fuzzy analytic network process, Expert Systems with Applications 36(3), 5119-5136.
  • [17] Kahraman C., Buyukozkan G., Ates N.Y., (2007) A two phase multiattribute decision-making approach for new product introduction, Information Sciences 177(7), 1567-1582.
  • [18] Saaty T. L., (1977) A scaling method for priorities in a hierarchical structure, Journal of Mathematical Psychology 15, 234-281.
  • [19] Hwang C.H., Yoon K., (1981) Multiple Attribute Decision Making, Methods and Applications Springer, Heidelberg.
  • [20] Yu P., (1973) A Class of Solutions for Group Decision Problems, Management Science 19, 936-946.
  • [21] Zeleny M., (1982) Multiple Criteria Decision Making. McGraw Hill, New York.
  • [22] Brans J. P., Vincke P., (1985) A preference ranking organization method: The PROMETHEE method for multiple criteria decision making, Management Science 31(6), 647-656.
  • [23] Benayoun R., Roy B., Sussman N., (1966) Manual de reference du programme electre, Note de Synthese et Formation 25, Direction Scientifique SEMA, Paris, France.
  • [24] Saaty T. L., (1996) The analytic network process New York McGraw-Hill.
  • [25] Womack J. P. Byrne O. J., Fiume G. S. Kaplan and J. Toussaint, (2005) Going Lean in Health Care Institute for Healthcare Improvement. Cambridge, USA.
  • [26] Zidel T. G., (2006) A Lean Toolbox—Using Lean Principles and Techniques in Healthcare, Journal for Healthcare Quality 28(1), W1-7–W1-15.
  • [27] Grove A. L., Meredith J. O., MacIntyre M., Angelis J., Neailey K., (2010) UK health visiting: Challenges faced during lean implementation, Leadership in Health Services 23(3), 204-218.
  • [28] Talib F., Azam M., Rahman Z., (2015) Service Quality in Healthcare Establishments: A Literature Review, International Journal of Behavioural and Healthcare Research (IJBHR) 5, 1-24.
  • [29] Mardani A., Jusoh A., Zavadskas E.K., Khalifah Z., Nor, K. M. D., (2015) Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature, Journal of Business Economics and Management 16(5), 1034-1068.
  • [30] Bahadori M., Ravangard R., Yaghoubi M., Alimohammadzadeh J., (2014) Assessing the service quality of Iran military hospitals: Joint Commission International standards and Analytic Hierarchy Process (AHP) technique, Journal of Education and Health Promotion 3(1), 98.
  • [31] Alimohammadzadeh K., Bahadori M., Hassani F., (2015) Application of Analytical Hierarchy Process Approach for Service Quality Evaluation in Radiology Departments: A Cross-Sectional Study, Iranian Journal of Radiology 13(1), 1-7.
  • [32] Herrera A. O., Gonzalez R. C., Abu-Humor E. B., (2008) Multi Criteria Decision Model for Assessing Health Service Information Technology Network Support Using the Analytical Hierarcy Process, Computacion y Sistemas (12)2, 173-182.
  • [33] Amole B.B., Oyatoye E.O., Kuye O.L., (2015) Determinants Of Patient Satisfaction On Service Quality Dimensions In The Nigeria Teaching Hospitals, Economics Management Innovation 7(3), 3-20.
  • [33] Zhang W., YANG Tu-bao, WU Zhi-jian, (2007) Comprehensive Evaluation on Quality of Hospital Medical Services by Using TOPSIS Method, Practical Preventive Medicine 5-25.
  • [34] Khan A.M.R., Prasad P.N., Rajamanoharane Sw, (2012) Service quality performance measurement management in corporate hospitals using analytical hierarchy process, International Journal of Manufacturing Technology and Management 26(1), 196-212.
  • [35] Basu R., Bhola P., (2014) A Framework to Identify Service Quality Determinants of IT Enabled Scalable Ventures: A Study from Indian Context, Journal of Information & Knowledge Management 13(4), 1-14.
  • [36] Zaim S., Bayyurt N., Turkyilmaz A., Solakoglu N., Zaim H., (2008) Measuring and Evaluating Efficiency of Hospitals Through Total Quality Management: A Multi-Criteria Data Envelopment Analysis Model, Journal of Transnational Management (12)4, 77-97.
  • [37] Shieh J., Wub H.H., Huang K. K., A DEMATEL method in identifying key success factors of hospital service quality, Knowledge-Based Systems 23(3), 277-282.
  • [38] Manolitzas P., Grigoroudis E., Matsatsinis N., Using Multicriteria Decision Analysis to Evaluate Patient Satisfaction in a Hospital Emergency Department, Journal of Health Management 16(2), 245–258.
  • [39] Khan A.M.R., Prasad P.N., Rajamanoharane Sw., (2010) A decision-making framework for service quality measurements in hospitals, International Journal of Enterprise Network Management 4(1), 80-91.
  • [40] Aktas A., Cebi S., Temiz I., (2015) A new evaluation model for service quality of healthcare systems based on AHP and information axiom, Journal of Intelligent & Fuzzy Systems 28(3), 1009–1021.
  • [41] Chang T.H., (2011) Service Quality Evaluation: A Fuzzy Preference Relation Approach, IEEE International Conference on Fuzzy Systems, 27-30 June 2011, Taipei, Taiwan Hospital.
  • [42] Wollmann D., Steiner M.T.A., Vieira G.E., Steiner P.A., (2012) Evaluation of health service providers by consumers through the Analytic Hierarchy Process Method, Rev Saúde Pública 46(5), 777-83.
  • [43] Ho C.C., Construct factor evaluation model of Health Management Center selected by customers with Fuzzy Analytic Hierarchy Process Expert Systems with Applications 39(1), 954–959.
  • [44] Sinimole K.R., (2012) Performance evaluation of the hospital services – a fuzzy analytic hierarchy process model, International Journal of Productivity and Quality Management 10(1), 112-130.
  • [45] Lupo T., (2016) A fuzzy framework to evaluate service healthcare industry: An empirical case of public hospital service evaluation in Sicily, Applied Soft Computing 40, 468–478.
  • [46] Chang T.H., (2014) Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan, Information Sciences 271, 196–212.
  • [47] Taskin H., Kahraman Ü.A., Kubat C., (2015) Evaluation of the hospital service in Turkey using fuzzy decision making approach, Journal of Intelligent Manufacturing, 1-12.
  • [48] Altuntas S., Dereli T., Yilmaz M.K., (2012) Multi-criteria decision making methods based weighted SERVQUAL scales to measure perceived service quality in hospitals: a case study from Turkey, Total Quality Management 23(12), 1379–1395.
  • [49] Hojati E., Shahin A., Shirouyehzad H., (2012) Prioritization of Service Quality Dimension and Performance Indicators Using Analytic Network Process with the Approach of Balanced Score Card; a Case Study, Interdisciplinary Journal of Contemporary Research in Business 3(9), 1190-1198.
  • [50] Lambert D.M., Sharma A., (1990) A customer-based competitive analysis for logistics decisions, International Journal of Physical Distribution and Logistics Management 20, 17-24.
  • [51] Chen S.H., Yeh T.M., (2015) Integration PEM and AHP Methods to Determine Service Quality Improvement Strategy for the Medical Industry, Applied Mathematics & Information Sciences 9(6), 3073-3082.
  • [52] Khanjankhani K., Rafiei S., Ezzatabadi M.R., Askari R., Abooee F., Shafii M., (2016) Evaluation and Prioritization of Service Quality Dimensions Using Dematel and Topsis (A Case Study in Iran), Bali Medical Journal 5(2), 118-123.
  • [53] Kuo R.J., Wu Y.H., Hsu T.S., (2012) Integration of fuzzy set theory and TOPSIS into HFMEA to improve outpatient service for elderly patients in Taiwan, Journal of the Chinese Medical Association 75, 341-348.
  • [54] Buyukozkan G., Ciftci G., (2010) An Integrated Multi Criteria Decision Making Approach for Electronic Service Quality Analysis of Healthcare Industry, International Conference on Information Society, 522-527.
  • [55] Buyukozkan G., Ciftci G., (2012) A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare, Expert Systems with Applications 39(3), 2341–2354.
  • [56] Hamidi N., Gheibdoust H., Ramezanian M.R., (2014) A combined ANP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare service, International Journal of Management and Humanity Sciences 3(3), 1596-1602.
  • [57] Bilsel R.U., Büyüközkan G., Ruan D., (2006) A Fuzzy Preference-Ranking Model for a Quality Evaluation of Hospital Web Sites, Internatıonal Journal Of Intellıgent Systems 21(11), 1181–1197.
  • [58] Akdag H., Kalaycı T., Karagöz S., Zülfikar H., Giz D., (2014) The evaluation of hospital service quality by fuzzy MCDM, Applied Soft Computing 23, 239–248.
  • [59] Afkham L., Abdia F., Komijanb A.R., Evaluation of service quality by using fuzzy MCDM: A case study in Iranian health-care centers, Management Science Letters 2, 291–300.
  • [60] Gul M., Guneri A.F., Derin B., (2014) Evaluation of Service Quality Criteria For a Private Medical Center By Using Servqual and Dematel Methods, Sigma Journal of Engineering and Natural Sciences 32(2), 240-253.
  • [61] Lee W.H., Wang C.H., Pang C.T., (2010) Evaluating Service Quality of Online Auction by Fuzzy MCDM, World Academy of Science, Engineering and Technology 65, 1070-1076.
  • [62] Mirbargkar S.M., Zadmehr O., (2015) Investigating the Quality of Electronic Services Using Multiple Attribute Decision-Making Techniques Case Study (Aria, Ghaem, and Golsar Hospitals), Science Journal (CSJ) 36(6).
Toplam 63 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Mühendislik
Bölüm Reviews
Yazarlar

Meltem Mutlu Bu kişi benim 0000-0003-4678-9820

Gülfem Tuzkaya Bu kişi benim 0000-0001-7683-4405

Bahar Sennaroğlu Bu kişi benim 0000-0002-6809-634X

Yayımlanma Tarihi 1 Eylül 2017
Gönderilme Tarihi 22 Ocak 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 35 Sayı: 3

Kaynak Göster

Vancouver Mutlu M, Tuzkaya G, Sennaroğlu B. MULTI-CRITERIA DECISION MAKING TECHNIQUES FOR HEALTHCARE SERVICE QUALITY EVALUATION: A LITERATURE REVIEW. SIGMA. 2017;35(3):501-12.

IMPORTANT NOTE: JOURNAL SUBMISSION LINK https://eds.yildiz.edu.tr/sigma/