An integrated approach for evaluating hospital service quality with linguistic preferences

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.

Keywords:

• hospital service quality
• 2-tuple Borda
• fuzzy linguistic approach
• multi-criteria decision making

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This research was partially supported by the National Natural Science Foundation of China (Project Nos. 71501028, 71661147003, 71831003, 71831006, and 71972031).