Risk Measures for Public Healthcare Service Quality Scale: An Evaluation of Collective and Independent (Urban and Rural) Decision Models Using Fuzzy AHP Methodology

The study attempts to propose a conceptual framework for evaluating public healthcare service quality in the Indian context. First, it aims to construct and validate the Public HealthCare Service Quality (PubHCServQual) scale for three decision models; Collective Decision Model (CDM), Independent Ur...

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Bibliographic Details
Published in:IEEE access 2024, Vol.12, p.133209-133220
Main Authors: Khambhati, Rupal, Patel, Hiren, Qureshi, Karishma M., Laghouag, Abderrazak, Musa Al-Qahtani, Muhammad, Qureshi, Mohamed Rafik Noor Mohamed
Format: Article
Language:English
Subjects:
Aggregates
Analytic hierarchy process
Estimation
Fuzzy AHP
Fuzzy systems
Health care facilities
Health services
Hospitals
Linguistics
Public healthcare
Quality of service
Risk
risk measures
service quality
Uncertainty
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Summary:The study attempts to propose a conceptual framework for evaluating public healthcare service quality in the Indian context. First, it aims to construct and validate the Public HealthCare Service Quality (PubHCServQual) scale for three decision models; Collective Decision Model (CDM), Independent Urban Decision Model (IUDM), and Independent Rural Decision Model (IRDM). Second, the study estimates and validates the relative importance of service quality constructs. Lastly, it evaluates Aggregate Risk Measures (ARM) by incorporating concepts of Fuzzy Analytic Hierarchy Process (FAHP). Based on the importance of factors and the probability of occurrence of dissatisfaction due to factors, the aggregate risk was evaluated for CDM, IUDM, and IRDM, using FAHP. The study successfully constructed and validated the PubHCServQual scale which is original for CDM, IUDM, and IRDM. The study directs the management of public healthcare facilities towards improvements and creates the value of service quality.
ISSN:2169-3536
2169-3536
DOI:10.1109/ACCESS.2024.3448239