A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry

► The aim of this study is to use a hybrid multi criteria decision making approach that can assist in evaluating a set of hospital web site alternatives. ► This study includes a combined fuzzy AHP and fuzzy TOPSIS methods to measure electronic service quality performance. ► Tangibles, responsiveness, reliability, information quality, assurance and empathy are determined as the main criteria for evaluating web based healthcare service quality. ► The proposed approach is used to evaluate the performance of some leading hospitals' web sites in Turkey. ► The electronic service quality instrument developed in this study can be used to monitor and improve the quality of service delivered to customers via internet.