An integrated approach for evaluating hospital service quality with linguistic preferences

Xiaobing Li and Zhen He

International Journal of Production Research, 2021, vol. 59, issue 6, 1776-1790

Abstract: Hospital service quality (HSQ) evaluation is seriously challenged due to the uncertainties of evaluators’ subjective perception and the choice of evaluation methods. A new HSQ evaluation framework using 2-tuple Borda method is presented to reduce uncertainty of evaluation information and diversity of evaluation results and to provide more consensus evaluation result. A detailed case study, involving 25 evaluation criteria and 5 public hospitals, is conducted to demonstrate the proposed approach.

Date: 2021
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DOI: 10.1080/00207543.2020.1725681

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