How to cite this paper
Afkham, L., Abdi, F & Komijan, A. (2012). Evaluation of service quality by using fuzzy MCDM: A case study in Iranian health-care centers.Management Science Letters , 2(1), 291-300.
Refrences
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine 52, 1359–1370.
Athanassopoulos, A., & Podinovski, V. (1997). Dominance and potential optimality in multiple criteria decision analysis with imprecise information. Journal of Operational Research Society, 48 ,142–150.
Ben?tez, J. M., Mart?n, J. C., & Roman, C. n. (2007). Using fuzzy number for measuring quality of service in the hotel industry. Tourism Management, 28, 544–555.
Chang, Y.-H., & Yeh, C.-H. (2001). Evaluating airline competitiveness using multiattribute decision making. Omega, 29(5), 405–415.
Chen, S., & Hwang, C. (1991). Fuzzy Multiple Attribute Decision Making: Methods and Applications. New York: Springer-Verlag.
Chien, C., & Tsai, H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets and Systems, 116, 289-300.
Chiena, C.-J., & Tsaia, H.-H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets and Systems, 116, 289-300.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Dabholkar, P. A., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
Gilbert, F. W., Lumpkin, J. R., & Dant, R. P. (1992). Adaptation and customer expectation of health care options. Journal of Health Care Marketing, 12(3), 46-55.
Guldner, & Rifkin. (1993). Sustainability in the Health Sector, part 1: Vietnam Case Study. London.
Ham, L. (2003). Analyzing the value of service quality management: gaining competitive advantages. International Journal of Value-Based Management, 16, 131–152.
Herrera, F., & Viedma, E. (2000). Linguistic decision analysis steps for solving decision problems under linguistic information. Fuzzy Sets and Systems, 115(1), 67–82.
Hsiao, S. (1998). Fuzzy logic based decision model for product design. International Journal of Industrial Ergonomics, 21, 103–116.
Hu, Y.-C. (2009). Fuzzy multiple-criteria decision making in the determination of critical criteria for assessing service quality of travel websites. Expert Systems with Applications, 36, 6439–6445.
Hutchinson, M. O. (1998). The use of fuzzy logic in business decisionmaking. Derivatives Quaterly, 4(4),53-67.
Hwang, C., & Yoon, K. (1981). Multiple Attribute Decision Making: Methods and Applications. New York: Springer-Verlag.
Lafond, A. (1995). Improving the Quality of Investment in Health: Lessons on Sustainability.
Liou, T., & Wang, M. (1992). Ranking fuzzy numbers with integral value. Fuzzy Sets and Systems, 50, 247-55.
Liou, T., & Wang, M. (1994). Subjective assessment of mental workload – a fuzzy linguistic multi-criteria approach. Fuzzy Set and Systems, 62, 155-65.
Liou, T.-S., & Chen, C.-W. (2006). Subjective appraisal of service quality using fuzzy linguistic assessment. International Journal of Quality & Reliability Management, 23(8), 928-943.
Magi, A., & Julander, C. (1996). Perceived service quality and customer satisfaction in a store performance framework. Journal of Retailing and Consumer Services, 3(1), 33-41.
Michael, D. C., Lucie, K. O., & Walter, L. L. (2001). Patients’ perceptions of service quality dimensions:an empirical examination of health care in New Zealand. Health Marketing Quarterly, 19(1), 3-22.
Nakamori, Y., Sato, K., & Watada, J. (1997). Fuzzy space model for fuzzy data. Journal of Japan Society for Fuzzy Theory and Systems, 9(1), 99-107.
O’Connor, S. J., Shewchuk, R. M., & Carney, L. W. (1994). The great gap. Journal of Health Care Marketing, 14(2), 32-39.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL:A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1), 12-40.
Parikh, D. (2005). Measuring retail service quality: an empirical study in a developing country. South Asian Journal of Management, 12(2), 43-57.
Petersen, M. B. (1988). Measuring patient satisfaction:collecting useful data. Journal of Nursing Quality Assurance, 2(3), 25-35.
Prascevic, Z., & Petrovic-Lazarevic, S. (1997). Determination of optimal bidding profit rate by fuzzy set theory. Cybernetics and Systems, 28(4), 337–343.
Prascevic, Z., & Petrovic-Lazarevic, S. (1998). Fuzzy multiple objective decision making in the construction industry. Monash University, Department of Management, working pape, 90–98.
Prascevic, Z., & Petrovic-Lazarevic, S. (1996). Probabilistic- possibilistic approach to the optimal selection of a contractor. Journal of Operational Research, 6(1), 137–141.
Roger, F. B., Ian, N. L., & Martina, A. B. (1999). Internal marketing and customer driven wavefronts. The Service Industries Journal, 19(4), 49-67.
Ryan, C., & Trauer, B. (2003). Involvement in adventure tourism: toward implementing a fuzzy set. Tourism Review International, 7(3-4) , 143-52.
Saaty, T. L. (1980). The analytic hierarchy process: planning, priority setting. New York: McGraw Hill International Book Co.
Shawyer, R. J. (1996). The role of clinical vignettes in rapid ethnographic research: A folk taxonomy of diarrhea in Thailand. Social Science & Medicine, 42(1), 111-123.
TSAI, M.-T., WU, H.-L., & LIANG, W.-K. (2008). Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores. Quality & Quantity , 42, 303–319.
Tsaura, S.-H., Changb, T.-Y., & Yena, C.-H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23, 107–115.
Ufek, C., & Ahmet, B. (2002). An approach to the evaluation of quality performance of the companies in Turkey. Managerial Auditing Journal, 92–100.
Viswanathan, M. (1999). Understanding how product attributes influence product categorization: development and validation of fuzzy set-based measures of gradedness in product categories. Journal of Marketing Research, 36(1), 75–95.
Wang, E. J. (2002). Outage costs and strategy for hi-tech industries: a fuzzy multiple goal approach. The International Journal of Quality & Reliability Management, 19(8/9), 1068–1087.
Wu, C. R., Lin, C. T., & Chen, H. C. (2007). Optimal selection of location for Taiwanese hospitals to ensure a competitive advantage by using the analytic hierarchy process and sensitivity analysis. Building and Environment, 42(3),1431–1444.
Wu, W.-Y., Hsiao, S.-W., & Kuo, H.-P. (2004). Fuzzy Set Theory Based Decision Model for Determining Market Position and Developing Strategy for Hospital Service Quality. Total Quality Management, 15(4), 439–456.
Xia, X., Wang, Z., & Gao, Y. (2000). Estimation of non-statistical uncertainty using fuzzy-set theory. Measurement Science and Technology, 11(4), 430–435.
Yeh, C.-H., & Kuo, Y.-L. (2003). Evaluating passenger services of Asia-Pacific international airports. Transportation Research Part E, 39, 35–48.
Yeh, C.-H., Deng, H., & Chang, Y.-H. (2000). Fuzzy multicriteria analysis for performance evaluation of bus companies. European Journal of Operational Research, 126 (3), 459–473.
Yeh, C.-H., Deng, H., & Pan, H. (1999a). Multi-criteria analysis for dredger dispatching under uncertainty. Journal of the Operational Research Society, 50(1), 35–43.
Zadeh, L. A. (1965). Fuzzy set. Information and Control, 8, 338–353.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing. New York: McGraw-Hill .
Zeleny, M. (1998). Multiple criteria decision making: eight concepts of optimality. Human Systems Management, 17(2), 97–107.
Zhou, D., Ma, D., & Efraim, M. (2001). Journal quality assessment: an integrated subjective and objective approach. IEEE Transactions on Engineering Management, 48(4), 479–490.
Zimmermann, H. J. (1996). Fuzzy set theory and its applications. Boston: Kluwer Academic Publishers.
Athanassopoulos, A., & Podinovski, V. (1997). Dominance and potential optimality in multiple criteria decision analysis with imprecise information. Journal of Operational Research Society, 48 ,142–150.
Ben?tez, J. M., Mart?n, J. C., & Roman, C. n. (2007). Using fuzzy number for measuring quality of service in the hotel industry. Tourism Management, 28, 544–555.
Chang, Y.-H., & Yeh, C.-H. (2001). Evaluating airline competitiveness using multiattribute decision making. Omega, 29(5), 405–415.
Chen, S., & Hwang, C. (1991). Fuzzy Multiple Attribute Decision Making: Methods and Applications. New York: Springer-Verlag.
Chien, C., & Tsai, H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets and Systems, 116, 289-300.
Chiena, C.-J., & Tsaia, H.-H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets and Systems, 116, 289-300.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Dabholkar, P. A., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
Gilbert, F. W., Lumpkin, J. R., & Dant, R. P. (1992). Adaptation and customer expectation of health care options. Journal of Health Care Marketing, 12(3), 46-55.
Guldner, & Rifkin. (1993). Sustainability in the Health Sector, part 1: Vietnam Case Study. London.
Ham, L. (2003). Analyzing the value of service quality management: gaining competitive advantages. International Journal of Value-Based Management, 16, 131–152.
Herrera, F., & Viedma, E. (2000). Linguistic decision analysis steps for solving decision problems under linguistic information. Fuzzy Sets and Systems, 115(1), 67–82.
Hsiao, S. (1998). Fuzzy logic based decision model for product design. International Journal of Industrial Ergonomics, 21, 103–116.
Hu, Y.-C. (2009). Fuzzy multiple-criteria decision making in the determination of critical criteria for assessing service quality of travel websites. Expert Systems with Applications, 36, 6439–6445.
Hutchinson, M. O. (1998). The use of fuzzy logic in business decisionmaking. Derivatives Quaterly, 4(4),53-67.
Hwang, C., & Yoon, K. (1981). Multiple Attribute Decision Making: Methods and Applications. New York: Springer-Verlag.
Lafond, A. (1995). Improving the Quality of Investment in Health: Lessons on Sustainability.
Liou, T., & Wang, M. (1992). Ranking fuzzy numbers with integral value. Fuzzy Sets and Systems, 50, 247-55.
Liou, T., & Wang, M. (1994). Subjective assessment of mental workload – a fuzzy linguistic multi-criteria approach. Fuzzy Set and Systems, 62, 155-65.
Liou, T.-S., & Chen, C.-W. (2006). Subjective appraisal of service quality using fuzzy linguistic assessment. International Journal of Quality & Reliability Management, 23(8), 928-943.
Magi, A., & Julander, C. (1996). Perceived service quality and customer satisfaction in a store performance framework. Journal of Retailing and Consumer Services, 3(1), 33-41.
Michael, D. C., Lucie, K. O., & Walter, L. L. (2001). Patients’ perceptions of service quality dimensions:an empirical examination of health care in New Zealand. Health Marketing Quarterly, 19(1), 3-22.
Nakamori, Y., Sato, K., & Watada, J. (1997). Fuzzy space model for fuzzy data. Journal of Japan Society for Fuzzy Theory and Systems, 9(1), 99-107.
O’Connor, S. J., Shewchuk, R. M., & Carney, L. W. (1994). The great gap. Journal of Health Care Marketing, 14(2), 32-39.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL:A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1), 12-40.
Parikh, D. (2005). Measuring retail service quality: an empirical study in a developing country. South Asian Journal of Management, 12(2), 43-57.
Petersen, M. B. (1988). Measuring patient satisfaction:collecting useful data. Journal of Nursing Quality Assurance, 2(3), 25-35.
Prascevic, Z., & Petrovic-Lazarevic, S. (1997). Determination of optimal bidding profit rate by fuzzy set theory. Cybernetics and Systems, 28(4), 337–343.
Prascevic, Z., & Petrovic-Lazarevic, S. (1998). Fuzzy multiple objective decision making in the construction industry. Monash University, Department of Management, working pape, 90–98.
Prascevic, Z., & Petrovic-Lazarevic, S. (1996). Probabilistic- possibilistic approach to the optimal selection of a contractor. Journal of Operational Research, 6(1), 137–141.
Roger, F. B., Ian, N. L., & Martina, A. B. (1999). Internal marketing and customer driven wavefronts. The Service Industries Journal, 19(4), 49-67.
Ryan, C., & Trauer, B. (2003). Involvement in adventure tourism: toward implementing a fuzzy set. Tourism Review International, 7(3-4) , 143-52.
Saaty, T. L. (1980). The analytic hierarchy process: planning, priority setting. New York: McGraw Hill International Book Co.
Shawyer, R. J. (1996). The role of clinical vignettes in rapid ethnographic research: A folk taxonomy of diarrhea in Thailand. Social Science & Medicine, 42(1), 111-123.
TSAI, M.-T., WU, H.-L., & LIANG, W.-K. (2008). Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores. Quality & Quantity , 42, 303–319.
Tsaura, S.-H., Changb, T.-Y., & Yena, C.-H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23, 107–115.
Ufek, C., & Ahmet, B. (2002). An approach to the evaluation of quality performance of the companies in Turkey. Managerial Auditing Journal, 92–100.
Viswanathan, M. (1999). Understanding how product attributes influence product categorization: development and validation of fuzzy set-based measures of gradedness in product categories. Journal of Marketing Research, 36(1), 75–95.
Wang, E. J. (2002). Outage costs and strategy for hi-tech industries: a fuzzy multiple goal approach. The International Journal of Quality & Reliability Management, 19(8/9), 1068–1087.
Wu, C. R., Lin, C. T., & Chen, H. C. (2007). Optimal selection of location for Taiwanese hospitals to ensure a competitive advantage by using the analytic hierarchy process and sensitivity analysis. Building and Environment, 42(3),1431–1444.
Wu, W.-Y., Hsiao, S.-W., & Kuo, H.-P. (2004). Fuzzy Set Theory Based Decision Model for Determining Market Position and Developing Strategy for Hospital Service Quality. Total Quality Management, 15(4), 439–456.
Xia, X., Wang, Z., & Gao, Y. (2000). Estimation of non-statistical uncertainty using fuzzy-set theory. Measurement Science and Technology, 11(4), 430–435.
Yeh, C.-H., & Kuo, Y.-L. (2003). Evaluating passenger services of Asia-Pacific international airports. Transportation Research Part E, 39, 35–48.
Yeh, C.-H., Deng, H., & Chang, Y.-H. (2000). Fuzzy multicriteria analysis for performance evaluation of bus companies. European Journal of Operational Research, 126 (3), 459–473.
Yeh, C.-H., Deng, H., & Pan, H. (1999a). Multi-criteria analysis for dredger dispatching under uncertainty. Journal of the Operational Research Society, 50(1), 35–43.
Zadeh, L. A. (1965). Fuzzy set. Information and Control, 8, 338–353.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing. New York: McGraw-Hill .
Zeleny, M. (1998). Multiple criteria decision making: eight concepts of optimality. Human Systems Management, 17(2), 97–107.
Zhou, D., Ma, D., & Efraim, M. (2001). Journal quality assessment: an integrated subjective and objective approach. IEEE Transactions on Engineering Management, 48(4), 479–490.
Zimmermann, H. J. (1996). Fuzzy set theory and its applications. Boston: Kluwer Academic Publishers.