A Grey Simulation-Based Fuzzy Hierarchical Approach for Diagnosing Healthcare Service Quality

Abstract

This study aims to assess and rank the service quality of the healthcare system utilizing a Fuzzy Analytical Hierarchical Process (Fuzzy AHP) and Grey Relational Analysis (Fuzzy GRA) technique. In this study, the six primary characteristics of healthcare service quality, comprising Tangibles (A), Healthcare Staff (B), Responsiveness (C), Relationships (D), Support Service (E), and Accessibility (F), are examined through a case study of 20 private and public hospitals in Hanoi, Vietnam. The weighting results of Fuzzy AHP technique indicated that Responsiveness (C) has the highest ranking, followed by Relationships (D) and Healthcare Staff (B). Meanwhile, Tangibility has finally comprised the next priority for increasing satisfaction with the service quality in the healthcare industry. Additionally, the highest service quality rankings are top 5 private hospitals via the Fuzzy GRA approach. Notably, this proposed approach may be applied to a complex decision-making process, which often makes sense with subjective data or imprecise information.