Details

Autor(en) / Beteiligte

• Sukwadi, Ronald
• Yang, Ching-Chow
• Benny, ,

Titel

Integrasi Fuzzy AHP-TOPSIS dalam Evaluasi Kualitas Layanan Elektronik Rumah Sakit

Ist Teil von

• Jurnal Teknik Industri (Surabaya), 2014-06, Vol.16 (1), p.25-34

Ort / Verlag

Surabaya: Universitas Kristen Petra / Petra Christian University

Erscheinungsjahr

2014

Link zum Volltext

Quelle

Free E-Journal (出版社公開部分のみ）

Beschreibungen/Notizen

• In today’s global era, the electronic service quality (E-SQ) development has swept across almost all service sectors. This development represents not only a new paradigm for providing services, but also a weapon for winning competitions. This research aims to examine and determine the key service attributes of E-SQ which is adopted from service quality (SERVQUAL) methodology as the reference model. The proposed E-SQ framework will be illustrated with a web service performance example of some public and private hospitals in Indonesia by integrating fuzzy analytic hierarchy process (AHP) and technique for order performance by similarity to ideal solution (TOPSIS). Finally, this study shows the implementation of the E-SQ framework in evaluating the complexity of service attributes observed in the hospital healthcare services via websites.