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A Grey Simulation-Based Fuzzy Hierarchical Approach for Diagnosing Healthcare Service Quality

Phi-Hung Nguyen*, Hong-Anh Pham

Faculty of Business, FPT University, Hanoi, 100000, Vietnam

* Corresponding Author: Phi-Hung Nguyen. Email: email

Computers, Materials & Continua 2023, 74(2), 3231-3248.


This study aims to assess and rank the service quality of the healthcare system utilizing a Fuzzy Analytical Hierarchical Process (Fuzzy AHP) and Grey Relational Analysis (Fuzzy GRA) technique. In this study, the six primary characteristics of healthcare service quality, comprising Tangibles (A), Healthcare Staff (B), Responsiveness (C), Relationships (D), Support Service (E), and Accessibility (F), are examined through a case study of 20 private and public hospitals in Hanoi, Vietnam. The weighting results of Fuzzy AHP technique indicated that Responsiveness (C) has the highest ranking, followed by Relationships (D) and Healthcare Staff (B). Meanwhile, Tangibility has finally comprised the next priority for increasing satisfaction with the service quality in the healthcare industry. Additionally, the highest service quality rankings are top 5 private hospitals via the Fuzzy GRA approach. Notably, this proposed approach may be applied to a complex decision-making process, which often makes sense with subjective data or imprecise information.


Cite This Article

P. Nguyen and H. Pham, "A grey simulation-based fuzzy hierarchical approach for diagnosing healthcare service quality," Computers, Materials & Continua, vol. 74, no.2, pp. 3231–3248, 2023.

cc This work is licensed under a Creative Commons Attribution 4.0 International License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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