Critical success factors of service quality in hospitals: A hybrid fuzzy multiple attribute decision-making approach

Healthcare systems help to improve the quality of working life. Therefore, high-quality services are essential in hospitals as the main party of healthcare systems. While there are limited resources in healthcare systems and hospitals, many factors may influence providing appropriate services. Therefore, finding and allocating rare resources of the hospitals to the most important factors can help to increase customer satisfaction. In this paper, a hybrid fuzzy multiple attribute decision-making approach is proposed to prioritize critical success factors (CSFs) of service quality of healthcare systems. The uncertainty of measuring qualitative factors has been modeled using fuzzy sets. The proposed hybrid approach consists of Fuzzy Delphi, Fuzzy DEMATEL, Fuzzy ANP, and Fuzzy VIKOR to find and prioritize the CSFs based on SEVQUAL method. The proposed hybrid approach has been applied to a real case study where its applicability and efficacy have been illustrated.