Fuzzy Set Theory Based Decision Model for Determining Market Position and Developing Strategy for Hospital Service Quality

摘要

Many crucial aspects of service management are multifaceted. However, the traditional approach to measuring complex dimensions such as service quality clearly is inadequate. Essentially, this study integrated the five dimensions of SERVQUAL and adopted a fuzzy set theory based research design. The five dimensions of SERVQUAL were tested for five hospitals using Fuzzy set theory to clarify the positioning of service quality in the healthcare market and suggest service strategy implementation priorities of service strategies. This result enables managers to collate the service strategy of the benchmarking hospital and competitors in the local market, and also permits hospital decision-makers to consider the weight of the five dimensions while modifying the service strategy. Such an approach can also clarify the fundamental strengths and weaknesses of service quality.