An integrated multi-criteria decision-making approach for evaluating healthcare service quality: a provider-centric assessment

Previous studies predominantly used SERVQUAL to assess HSQ from the customer's view or end-user's viewpoint, with little focus on multi-criteria decision making (MCDM). This study uniquely evaluates HSQ from the service provider's perspective using integrated MCDM methods. It also demonstrates the utility of integrated decision-making tools for tackling complex, interdependent challenges in healthcare quality enhancement.