Abstract
This study aims to analyze the performance indicators of service in a research hospital by using an integrated multi-criteria decision making approach. The proposed method integrates the fuzzy analytical network process and the decision making trial and evaluation laboratory approaches to increase sensitivity of interactions between the performance indicators. In this study, a decision model is developed to analyze indicators affecting patient and employee satisfaction, efficiency, effectiveness of healthcare management at the research hospital. Thus, this study provides to answer fundamental research questions are “how can it be defined the weights of the indicators affecting the performance of HM?” and “what are the relationships between the performance indicators and the criteria (main criteria, sub-criteria, sub-sub-criteria) affecting the performance in HM?” During the 8-month study, relative weights of each performance indicator have been obtained. This study put forward the quantitative relative weights analyzing the performance indicator and the criteria and also will lead to the development of a performance model measuring doctors’, clinics’ and hospitals general performance using the indicators in HM.
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