چکیده:
One of the increasing trends in service strategy is the examination of service quality, which provides the possibility of optimally ranking service providers in various fields with the aim of gaining customer satisfaction. Institutionalizing quality is effective in repeat customer usage. The purpose of this research is to rank the hospitals of the city of Isfahan based on service quality using the VIKOR/AHP combined model. For this purpose, the dimensions of service quality were questioned according to the patients' opinions, and these dimensions were weighted using the AHP method. Then, hospitals were ranked using these dimensions and their importance with the VIKOR decision-making technique. The findings of the present research first weigh the dimensions of service quality based on their importance. Tangible dimensions, reliability, responsiveness, assurance, and empathy have had more importance and influence in ranking hospitals, respectively. This research was conducted among three large hospitals in Isfahan and is generalizable to all hospitals in the city of Isfahan.
خلاصه ماشینی:
ir Introduction The importance of productivity and optimal use of limited resources, as well as accurate evaluation of the quality of services provided for ensuring, maintaining, and improving the health of patients in hospitals, is considered one of the most important missions of treatment centers.
). The results of Anderson and colleagues' research on measuring the quality of services provided in cancer clinics at a university in Texas showed that from the patients' point of view, among the components of quality, reliability had the most importance.
Among the multi-criteria decision-making methods, AHP (Agazadeh & Ansari, 1383; Alvani & Riyahi, 1382), TOPSIS (Saati, 1387; Samadi, 1384), and DEMATEL (Mehrgan, 1383) have been used for have been used to evaluate service quality.
In this article, a multi-criteria decision-making method based on the combined concept of AHP and VIKOR methods was used to evaluate the quality of hospital services.
The five dimensions of the SERVQUAL model were weighted using the AHP method to examine and evaluate the quality of services of three hospitals in Isfahan province, and their final weights were shown in Table 3 based on the standard AHP questionnaire and Expert Choice software, according to the importance of the dimensions of tangibles (C1), reliability (C2), responsiveness (C3), assurance (C4), and empathy (C5).
We ranked three large hospitals in Isfahan based on SERVQUAL with the VIKOR decision-making technique in terms of service quality performance using the same criteria.
The third and perhaps most important advantage of this model is the use of a combined multi-criteria decision-making method to evaluate and upgrade the quality level of hospitals.
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