Performance Based Ranking of Healthcare Service Providers Using Fuzzy AHP Methodology

Abstract

Choosing the right hospital has become very difficult these days, as the demands of being healthy among patients has increased. The hospital administrations are too concerned for providing quality healthcare services to their patients. The management needs to understand the basic expectations which patients have in their minds and then structure their service delivery process accordingly. They are required to focus more on those parameters which the patients feel important and not on those which they find important. This paper presents an integration of Fuzzy Set Theory (FST), Analytical Hierarchy Process (AHP) and SERVQUAL methodology to rank and measure the service quality of selected hospitals from the Punjab state of India. We have found the most important dimensions and sub-dimensions of service quality, with ranking of concerned hospitals in the study.