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

Document Type : Research Paper


Islamic Azad University-Tehran South Branch-faculty of Industrial Engineering


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.


Main Subjects

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Volume 11, Issue 4 - Serial Number 4
November 2018
Pages 19-33
  • Receive Date: 23 May 2018
  • Revise Date: 15 October 2018
  • Accept Date: 30 October 2018
  • First Publish Date: 31 October 2018