A framework of applying importance-performance analysis and a signed fuzzy measure to evaluate hospital service quality

By meeting potential demands of various kinds of the patients, the management team of hospital can attract and then retain as many patients as possible. Therefore, it is important to improve the items which resulted in the low level of overall satisfaction. It is unrealistic to improve all of these items simultaneously with limited resources. The key dissatisfiers are introduced to reduce the number of the items needed to be improved. In this study, we propose a framework of applying importance-performance analysis and a signed fuzzy measure to identify the key dissatisfiers. A questionnaire survey was established to identify improvement areas and the key dissatisfiers that need attention. The result shows that “cordial attitude of service personnel” and “tidy appearance of service personnel” are the key dissatisfiers. The management team of hospital can significantly improve patient acquisition and retention if these two items are improved.