Fuzzy Set Theory Based Decision Model for Determining Market Position and Developing Strategy for Hospital Service Quality
نویسنده
چکیده
A 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.
منابع مشابه
A Model for Developing the Best Strategy Combination Based on Balanced Scorecard, Fuzzy Net Present Value and Game Theory
Increasing competition has caused that organizations using evaluation, control and performance improvement try to maintain their supremacy in global markets. Balanced Scorecard model is one of the ways that can help organizations achieve this goal. In this study, the limitations of selecting performance criteria and executive strategies in balanced scorecard are discussed and two tools of curre...
متن کاملStrategic Evaluation of Sustainable Projects based on Hybrid Group Decision Analysis with Incomplete Information
– Sustainable evaluation of construction projects in strategy-focused condition is the main issue for municipalities to appropriately improve public sector services. In this respect, the group decision-making methods could help experts to select suitable sustainable projects and to schedule them regarding their ranking results. Therefore, the objective of this study is to present a hybrid group...
متن کاملStrategy-aligned fuzzy approach for market segment evaluation and selection: a modular decision support system by dynamic network process (DNP)
In competitive markets, market segmentation is a critical point of business, and it can be used as a generic strategy. In each segment, strategies lead companies to their targets; thus, segment selection and the application of the appropriate strategies over time are very important to achieve successful business. This paper aims to model a strategy-aligned fuzzy approach to market segment ev...
متن کاملCustomer loyalty program based on quality function deployment with fuzzy linguistic preference relation
The competition among shopping malls is getting increasingly more intense.In order to enhance corporate competitiveness and profitability, how toretain key loyal customers has become an important issue for the managers ofshopping malls. Customer loyalty programs are a universal practice. Thisstudy proposes an analytical model for developing the strategic management...
متن کاملتحلیل شکاف مؤلفههای مدیریت کیفیت فراگیر در مؤسسات خدمات درمانی در محیط فازی (مطالعه موردی: بیمارستان خورشید اصفهان)
Introduction: Many organizations, especially, service organizations, relative to their goals and mission, have a special view towards quality phenomena and its management and are turning to approaches such as TQM to help manage their business. This study examined the TQM indicators gap in Isfahan Khorshid hospital. As fuzzy set theory is better than the logical theory for estimating the linguis...
متن کامل