Applying the fuzzy analytical hierarchy process for classifying and prioritizing healthcare quality attributes

• Published in: Management & marketing (Bucharest, Romania) Vol. 17; no. 1; pp. 15 - 40
• Main Authors: Dinulescu, Ruxandra, Dobrin, Cosmin
• Format: Journal Article
• Language: English
• Published: Bucharest Sciendo 01.03.2022; De Gruyter Poland
• Subjects: Analytical Hierarchy Process; Circular economy; decision-making; fuzzy; healthcare system; Hierarchies; Kano; Patient satisfaction; quality
• ISSN: 2069-8887; 1842-0206; 2069-8887
• DOI: 10.2478/mmcks-2022-0002

In any country, the healthcare system is an important sector whose major goal is to provide high-quality medical services and goods to maximize patient satisfaction. The purpose of this research is to introduce an analytical approach for presenting and classifying healthcare quality aspects which might have an impact on patient satisfaction. Therefore, this perspective is achieved by implementing an integrated Kano and fuzzy analytical hierarchy process (FAHP) Model which will grant the support for creating better and improved business strategies, as well as an efficient resource allocation. Our contribution to the literature focuses on the advantage of using an integrated Kano Model and a fuzzy analytical hierarchy process in classifying patients’ needs based on healthcare quality attributes regarding the healthcare staff and clinic’s facility design. Furthermore, this contribution represents a base for further research and completes with the efficiency and sustainability of the fuzzy analytical hierarchy process applied to the healthcare system. The results suggest that healthcare providers should focus more on performance attributes, to increase patient satisfaction.