Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare context

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14 Citazioni (Scopus)

Abstract

A novel fuzzy-based approach which combines ELECTRE III along withthe Importance-Performance Analysis (IPA) is proposed in the present workto comparatively evaluate the service quality in the public healthcarecontext. Specifically, ELECTRE III is firstly considered to compare theservice 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. Theproposed approach also incorporates features of the Fuzzy Set Theory so asto address the possible uncertainty, subjectivity and vagueness of involvedexperts in evaluating the service quality. The model is applied to five majorSicilian public hospitals, and strengths and criticalities of the deliveredservice are finally highlighted and discussed. Although several approachescombining multi-criteria methods have already been proposed in theliterature to evaluate the service performance in the healthcare field, to thebest of the authors’ knowledge the present work represents the first attemptat comparing service performance of alternatives in a noncompensatorymanner in the investigated context.
Lingua originaleEnglish
pagine (da-a)106-120
Numero di pagine15
RivistaHealth Care Management Science
Volume22
Stato di pubblicazionePublished - 2019

All Science Journal Classification (ASJC) codes

  • Medicine (miscellaneous)
  • ???subjectarea.asjc.3600.3600???

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