The evaluation of pension institution service quality in China: a novel method based on BWM and Grey-TOPSIS

被引：0
|
作者：
Zhang, Weiliang [1 ]
Liu, Sifeng [1 ,2 ]
Du, Junliang [2 ]
Tao, Liangyan [1 ]
Dong, Wenjie [1 ]
Nawaz, Muhammad [1 ]
机构：
[1] Nanjing Univ Aeronaut & Astronaut, Inst Grey Syst Studies, Nanjing, Peoples R China
[2] Northwestern Polytech Univ, Sch Management, Xian 710072, Peoples R China
来源：
OPSEARCH | 2024年 / 61卷 / 03期
基金：
中国国家自然科学基金;
关键词：
Service quality evaluation; Pension institution; BWM; Grey incidence degree; TOPSIS; HOME CARE QUALITY; NURSING-HOMES; MODEL;
D O I：
10.1007/s12597-024-00739-3
中图分类号：
C93 [管理学]; O22 [运筹学];
学科分类号：
070105 ; 12 ; 1201 ; 1202 ; 120202 ;
摘要：
In an ageing society, the service quality of pension institutions has become increasingly prominent. This paper proposes combining Best Worst Method (BWM) and Grey Technique for Order Preference by Similarity to an Ideal Solution (Grey-TOPSIS) method for service quality evaluation of pension institutions. Firstly, we construct a Donabedian's structure, process and outcome (SPO) model of service quality evaluation criteria with three criteria and fifteen sub-criteria. This is a comprehensive indicator evaluation system. Then, the weights of each criterion are calculated by BWM and Grey-TOPSIS is used to rank the pension institutions. Finally, the effectiveness of the evaluation method proposed in this paper is verified by an illustrative example of pension institution service quality evaluation.
引用
收藏
页码：1562 / 1581
页数：20
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