Fuzzy comprehensive evaluation for hospital service quality

Problems of service quality and its evaluation are becoming a major concern in hospital management. Based on PZB conceptual model of service quality, a fuzzy comprehensive evaluation model for hospital service quality is presented in the paper, of which variables of quality factors and their weights are determined by fuzzy multiple attribute decision-making. It is found that the medical equipment and the treatment effect are most important factors, which are influencing patients' choices through the 19-factor questionnaire in the study, while the traffic facility, the waiting time, the doctor's skill and the medical process privacy are service quality gaps existing in the hospital. In conclusion, respondents are satisfied with the service quality according to the principle of maximum membership. The results can not only prove the feasibility of evaluating hospital service quality with fuzzy comprehensive evaluation method, but also provide suggestions for hospital decision-makers in improving the service quality.