A GRA-Based Method for Evaluating Medical Service Quality

Abstract

Medical service quality is the foundation and core of the medical institution's management. However, the abstraction of service quality makes it difficult to measure by general measurement approaches. This paper proposes a new fuzzy multi-attribute decision-making model to evaluate hospital service performance based on a grey relational analysis. First, the Delphi method is used to determine criteria and establish an evaluation system. Then, the existing uncertainty and ambiguity are quantified by the interval-valued intuitionistic trapezoidal fuzzy numbers. Second, the subjective and objective information is aggregated to determine criteria weights, and then the grey relational analysis method is proposed to evaluate alternatives. Finally, a case is provided to illustrate an application of the proposed model. In addition, comparative analysis and sensitivity analysis are performed to verify the feasibility and effectiveness. The results show that the proposed model is an effective tool for evaluating medical service quality.