Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan

This study proposes a framework based on the concept of fuzzy sets theory and the VIKOR method to provide a rational, scientific and systematic process for evaluating the hospital service quality under a fuzzy environment where the uncertainty, subjectivity and vagueness are addressed with linguistic variables parameterized by triangular fuzzy numbers. This study applies the fuzzy multi-criteria decision making approach to determine the importance weights of evaluation criteria and the VIKOR method is taken to consolidate the service quality performance ratings of the feasible alternatives. An empirical case involving 33 evaluation criteria, 2 public and 3 private medical centres in Taiwan assessed by 18 evaluators from various fields of medical industry is solicited to demonstrate the proposed approach. The analysis result reveals that the service quality of private hospitals is better than public hospitals because the private hospitals are rarely subsidized by governmental agencies. These private hospitals have to fend themselves to retain existing patients or attract new patients to ensue sustainable survival.