Title: Performance evaluation of the hospital services - a fuzzy analytic hierarchy process model

Authors: K.R. Sinimole

Addresses: St. Francis Institute of Management and Research (Affiliated to Mumbai University), Borivali, Mumbai 400 103, Maharashtra, India; 104, Jai Balaji Darshan, New Hundred Ft. Road, Indralok Phase III, Bhayandhar(E), Mumbai 401 105, Maharashtra, India

Abstract: Healthcare sector is a complex area unique in all its characteristics. Due to its multi dimensional nature it is very difficult to approach the measurement of the performance of healthcare by using any one method. Healthcare sector is evaluated by three categories of measurement namely, structure, process and outcome. The structure of a healthcare unit is assessed by the human and material resources available. But, process of healthcare units is difficult to measure by specific metrics, even though it is considered as the primary aspect of assessment among the measures of quality. Fuzzy analytic hierarchy process (AHP) can be used to evolve such a model. The conventional AHP method is incapable of handling the uncertainty and vagueness involved in the mapping of one's preference to an exact number or ratio. In recent years it has been observed that due to confusion in the decision makers mind, probable deviations should be integrated to the decision making process. The fuzzy model can deal with this incapability by allowing metrics that can assess intangible factors. This paper has tried to develop a fuzzy AHP model to evaluate the healthcare sector.

Keywords: fuzzy AHP; aanalytical hierarchy process; process modelling; SERVQUAL; service quality; performance; hospitals; healthcare efficiency; uncertainty; decision making.

DOI: 10.1504/IJPQM.2012.047944

International Journal of Productivity and Quality Management, 2012 Vol.10 No.1, pp.112 - 130

Received: 08 May 2021
Accepted: 12 May 2021

Published online: 15 Jul 2012 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article