An Integrated Weighting-based Modified WASPAS Methodology for Assessing Patient Satisfaction

Abstract

Due to the increased growth and high competition in the health care sector, it is important for the health care service provider to provide superior service experience to the patients. The improvement in the patient experience enhances their satisfaction level. In the context of patient satisfaction, it is crucial to identify the essential factors and assign weights to them. We propose an integrated weighting approach to allocate weights to the factors by integrating the weights obtained from the different objective weighting methods. It will overcome the issue of relying on a single specific weighting method. A modified weighted aggregated sum product assessment method (MWASPAS) is used to determine the patient satisfaction score by using the weights obtained from the integrated weighting method under the weighted product model (WPM) and weighted sum model (WSM). WASPAS method is used over other MCDMs method in our study due to the absence of any conflicting variable and complex calculation. Then, we determine the single patient satisfaction score by using the patient satisfaction score of the WSM and WPM method along with their respective weights. We apply the proposed methodology to the real-life data collected from the health care provider in Kolkata, India. The results indicate the vaiation in the weights assigned to the factors and final scores across the weighting methods. Also, the score obtained from WASPAS method gives a balance between the score determined by WSM and WPM method by taking into account the effects of both the methods.