Hospital Service Quality Evaluation: A Fuzzy Preference Relation Approach

This paper proposes a fuzzy preference relation approach to evaluate the hospital service quality in Taiwan. Pairwise comparisons based on consistent reciprocal additive transitivity are utilized to derive the importance weights of evaluation criteria and to obtain the performance rating of feasible hospitals with respect to each criterion. By multiplying the importance weights of evaluation criteria, and the performance ratings of feasible hospitals, the service qualities of hospital are determined. An illustrative example elicited from 5 public hospitals in southern Taiwan is used to demonstrate the evaluation procedures of this proposed approach.