6533b823fe1ef96bd127e262
RESEARCH PRODUCT
Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare context.
Tommaso PiazzaConcetta Manuela La FataToni Luposubject
Operations researchQuality Assurance Health CareComputer scienceFuzzy setMedicine (miscellaneous)Context (language use)Service quality managementFuzzy logicHealth administration03 medical and health sciencesHealth Professions (all)0302 clinical medicineFuzzy LogicSettore ING-IND/17 - Impianti Industriali MeccaniciService quality benchmarkingHumans030212 general & internal medicineELECTRESettore ING-IND/16 - Tecnologie E Sistemi Di LavorazioneELECTRE IIIQuality of Health CareService (business)Service quality030503 health policy & servicesHealthcare qualityBenchmarkingELECTRE III; Fuzzy set theory; Healthcare quality; IPA; Service quality benchmarking; Service quality management; Medicine (miscellaneous); Health Professions (all)Settore ING-IND/35 - Ingegneria Economico-GestionaleBenchmarkingItalyIPAModels OrganizationalGeneral Health ProfessionsFuzzy set theory0305 other medical sciencedescription
A novel fuzzy-based approach which combines ELECTRE III along with the Importance-Performance Analysis (IPA) is proposed in the present work to comparatively evaluate the service quality in the public healthcare context. Specifically, ELECTRE III is firstly considered to compare the service performance of examined hospitals in a noncompensatory manner. Afterwards, IPA is employed to support the service quality management to point out improvement needs and their priorities. The proposed approach also incorporates features of the Fuzzy Set Theory so as to address the possible uncertainty, subjectivity and vagueness of involved experts in evaluating the service quality. The model is applied to five major Sicilian public hospitals, and strengths and criticalities of the delivered service are finally highlighted and discussed. Although several approaches combining multi-criteria methods have already been proposed in the literature to evaluate the service performance in the healthcare field, to the best of the authors’ knowledge the present work represents the first attempt at comparing service performance of alternatives in a noncompensatory manner in the investigated context.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2017-11-21 | Health care management science |