Integration of Type-2 fuzzy TOPSIS and Quality Function Deployment to address patient satisfaction in healthcare

Abstract

The healthcare sector seeks to maintain a sustainable competitive advantage through Patient Satisfaction (PS) against frequently changing global conditions. Analyzing the Voice of Patient (VoP) is very important for understanding patient preferences and developing effective strategies. This study focuses on improving current service quality and patient satisfaction by analyzing survey data collected from outpatient, inpatient, and emergency departments of a private university hospital in T & uuml;rkiye. In this study, a double-sided hybrid methodology integrating Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) and Quality Function Deployment (QFD) is proposed utilizing Interval Type-2 Fuzzy Sets (IT2FS). This approach evaluates both patient expectations and the service components that hospitals need to develop to meet these needs. The criteria evaluated and valued by patients receiving service from different departments are not the same In this context, the findings reveal that each department needs different strategies to maximize satisfaction and quality. To the best of our knowledge, this is the first study to combine TOPSIS and QFD within IT2FS in the healthcare context and offers a versatile methodology that can be applied in various healthcare institutions.