A GRA-based method for evaluating medical service quality

Aijun Liu, Xingru Guo, Taoning Liu, Yan Zhang, Sang-Bing Tsai, Qiuyun Zhu, Chao-Feng Hsu
2019 IEEE Access  
Medical service quality is the foundation and core of the medical institution's management. However, the abstraction of service quality makes it difficult to measure by general measurement approaches. This paper proposes a new fuzzy multi-attribute decision-making model to evaluate hospital service performance based on a grey relational analysis. First, the Delphi method is used to determine criteria and establish an evaluation system. Then, the existing uncertainty and ambiguity are quantified
more » ... by the interval-valued intuitionistic trapezoidal fuzzy numbers. Second, the subjective and objective information is aggregated to determine criteria weights, and then the grey relational analysis method is proposed to evaluate alternatives. Finally, a case is provided to illustrate an application of the proposed model. In addition, comparative analysis and sensitivity analysis are performed to verify the feasibility and effectiveness. The results show that the proposed model is an effective tool for evaluating medical service quality. INDEX TERMS Medical service quality, grey relational analysis, order relation analysis, information entropy. 34252 2169-3536
doi:10.1109/access.2019.2903684 fatcat:z3tqvducdjbd5n42fgo3jofufa