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Evaluating and prioritizing hospital service quality

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Hospital evaluations create competition between healthcare providers. In this study, a multi criteria decision-making (MCDM) method is used to evaluate criteria that affect hospital service quality. The paper aims to discuss these issues.


Criteria affecting hospital service quality are identified. Four Iranian public hospitals are evaluated using these criteria. Four hybrid methods, including modified digital logic–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–technique for order of preference by similarity to an ideal solution, analytical hierarchy process–elimination and choice expressing reality and modified digital logic–elimination and choice expressing reality are used to evaluate hospital service quality. Results are aggregated using the Copeland method and final ranks are determined.


The four main criteria for evaluating hospital service quality are: environment; responsiveness; equipment and facilities; and professional capability. Results suggest that professional capability is the most important criterion. The Copeland method, used to integrate four MCDM hybrid methods, provides the final hospital ranks.

Practical implications

The criteria the authors identified and their weight help hospital managers to achieve comprehensive organizational growth and more efficient resource usage. Moreover, the decision matrix helps managers to identify their strengths and weaknesses.


New and comprehensive criteria are proposed for hospital quality assessments. Moreover, a new hybrid MCDM approach is used to achieve final hospital rankings.
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Keywords: Copeland; ELECTRE; Healthcare; Multi criteria decision making; Service quality; TOPSIS

Document Type: Research Article

Affiliations: Semnan University, Semnan, Iran

Publication date: March 11, 2019

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