Akademik Veri Yönetim Sistemi
Journal of the Faculty of Engineering and Architecture of Gazi University, cilt.40, sa.2, ss.1385-1400, 2025 (SCI-Expanded)
Although there are continuous changes in the field of health, it is thought that the issue of what the quality of health services is, will be and how to evaluate it will be the subject of every period. In this study, it is aimed to propose a model for the evaluation of hospital service quality based on Fuzzy SWARA and Fuzzy FUCOM methods. In this context, the importance weights of the criteria affecting hospital service quality, which were determined by literature review and expert healthcare personnel, were calculated and compared with Fuzzy SWARA and Fuzzy FUCOM methods. According to the Fuzzy SWARA method, the most important criterion in terms of main criteria is equipment and facilities, while the Fuzzy FUCOM method analysis shows that the assurance criterion is the most important criterion. According to the Fuzzy SWARA method, the most important criteria in terms of sub-criteria are cleanliness and hygiene, accuracy, confidentiality, communication, experience, equipment for diagnosis and treatment and ease of making an appointment or examination queue, while according to the Fuzzy FUCOM method, the most important criteria in terms of sub-criteria are cleanliness and hygiene, accuracy, confidentiality, helpfulness, availability of different medical branches, medical equipment and ease of making an appointment or examination queue.