Title: Evaluation of quality in health services: the customer satisfaction as an input for Fuzzy TOPSIS

Authors: Fagner José Coutinho de Melo; André Philippi Gonzaga de Albuquerque; Larissa de Arruda Xavier; Denise Dumke de Medeiros

Addresses: Departamento de Administração, Universidade de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil ' Departamento de Engenharia de Produção, Universidade Federal de Pernambuco, Av. Academico Helio Ramos, s/n, CDU, 50.740-530, Recife, Pernambuco, Brazil

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.

Keywords: quality assessment; service; fuzzy; TOPSIS; Kano model.

DOI: 10.1504/IJSOM.2024.141410

International Journal of Services and Operations Management, 2024 Vol.49 No.1, pp.21 - 41

Received: 13 Nov 2021
Accepted: 01 Jul 2022
Published online: 12 Sep 2024 *

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