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Fuzzy set theory based decision model for determining market position and developing strategy for hospital service quality

机译:基于模糊集理论的市场定位决策模型及医院服务质量发展策略

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The paper basically uses the SERVQUAL instrument for measuring service quality on the five dimensions of: Tangibles: physical facilities, equipment, and appearance of contact personnel. Reliability: ability to perform the promised service reliably and accurately. Responsiveness: willingness to help customers and provide prompt service. Assurance: knowledge and courtesy of employees and their ability to inspire trust. Empathy: provision of caring, individualized attention to customers. The paper employs a fuzzy set based approach for evaluating the above dimensions and overall service quality for a hierarchy of five hospitals: A public medical center (A). A private medical center (B). A private regional hospital (C). A public regional hospital (D). A private regional hospital (E). The paper further provides detailed hospital-wise strategies for service quality improvement.
机译:本文主要使用SERVQUAL仪器在以下五个维度上测量服务质量:有形实体:物理设施,设备和联系人的外观。可靠性:可靠,准确地执行承诺服务的能力。响应能力:愿意帮助客户并提供及时服务。保证:员工的知识和礼貌及其激发信任的能力。换位思考:提供关怀,个性化关注客户。本文采用基于模糊集的方法来评估五家医院的层次结构的上述维度和整体服务质量:公共医疗中心(A)。私人医疗中心(B)。一家私立地方医院(C)。公立地方医院(D)。一家私立地方医院(E)。本文还提供了详细的医院策略以提高服务质量。

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