Evaluation of quality in health services: the customer satisfaction as an input for Fuzzy TOPSIS
by Fagner José Coutinho de Melo; André Philippi Gonzaga de Albuquerque; Larissa de Arruda Xavier; Denise Dumke de Medeiros
International Journal of Services and Operations Management (IJSOM), Vol. 49, No. 1, 2024

Abstract: This paper aims to propose an approach to evaluate the quality of health services from the point of view of the user of a university hospital located in the northeast region of Brazil. The sample (35 patients) was collected in the clinic's treatment and tuberculosis control area in a time span of two months. The approach used Kano model and TOPSIS as the service attributes can satisfy the client's needs under the aegis of Fuzzy Theory. The quality assessment showed that outpatient care category and physical environment were considered good, and the categories laboratory exams and pharmacy were considered excellent. The ordering of categories was carried out by means of the TOPSIS method, obtaining the following results, pharmacy, laboratory exam, physical environment and outpatient care. The proposed approach is feasible to implement, as it guides managers in the decision-making process aiming at the continuous improvement of the quality management.

Online publication date: Thu, 12-Sep-2024

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