Integration of Type-2 fuzzy TOPSIS and Quality Function Deployment to address patient satisfaction in healthcare

IF 7.2 1区计算机科学 Q1 COMPUTER SCIENCE, ARTIFICIAL INTELLIGENCE

Applied Soft Computing Pub Date : 2025-04-30 DOI:10.1016/j.asoc.2025.113187

Büşra Meniz , Sezin Ozturk Usun , Sema Akin Bas , Elif Yafez , Beyza Ahlatcioglu Ozkok

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引用次数: 0

Abstract

The healthcare sector seeks to maintain a sustainable competitive advantage through Patient Satisfaction (PS) against frequently changing global conditions. Analyzing the Voice of Patient (VoP) is very important for understanding patient preferences and developing effective strategies. This study focuses on improving current service quality and patient satisfaction by analyzing survey data collected from outpatient, inpatient, and emergency departments of a private university hospital in Türkiye. In this study, a double-sided hybrid methodology integrating Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) and Quality Function Deployment (QFD) is proposed utilizing Interval Type-2 Fuzzy Sets (IT2FS). This approach evaluates both patient expectations and the service components that hospitals need to develop to meet these needs. The criteria evaluated and valued by patients receiving service from different departments are not the same In this context, the findings reveal that each department needs different strategies to maximize satisfaction and quality. To the best of our knowledge, this is the first study to combine TOPSIS and QFD within IT2FS in the healthcare context and offers a versatile methodology that can be applied in various healthcare institutions.

查看原文本刊更多论文

集成2型模糊TOPSIS和质量功能部署来解决医疗保健中的患者满意度问题

医疗保健行业力求通过患者满意度（PS）来应对不断变化的全球环境，从而保持可持续的竞争优势。分析患者心声（VoP）对于了解患者偏好和制定有效的策略非常重要。本研究通过分析基耶市某私立大学医院门诊部、住院部和急诊部的调查数据，探讨如何提高当前的服务质量和患者满意度。本文利用区间2型模糊集（IT2FS），提出了一种结合TOPSIS （Order Preference by Similarity by Ideal Solution）和QFD （Quality Function Deployment）的双面混合方法。这种方法既评估病人的期望，也评估医院为满足这些需求而需要开发的服务组成部分。在这种情况下，研究结果表明，每个科室需要不同的策略来最大限度地提高满意度和质量。据我们所知，这是第一个在医疗保健环境中结合IT2FS中的TOPSIS和QFD的研究，并提供了一种可应用于各种医疗保健机构的通用方法。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Applied Soft Computing 工程技术-计算机：跨学科应用

CiteScore

15.80

自引率

6.90%

发文量

874

审稿时长

10.9 months

期刊介绍： Applied Soft Computing is an international journal promoting an integrated view of soft computing to solve real life problems.The focus is to publish the highest quality research in application and convergence of the areas of Fuzzy Logic, Neural Networks, Evolutionary Computing, Rough Sets and other similar techniques to address real world complexities. Applied Soft Computing is a rolling publication: articles are published as soon as the editor-in-chief has accepted them. Therefore, the web site will continuously be updated with new articles and the publication time will be short.