A combined fuzzy multicriteria decision-making approach for evaluating hospital website quality


JOURNAL OF MULTI-CRITERIA DECISION ANALYSIS, vol.26, pp.129-144, 2019 (ESCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 26
  • Publication Date: 2019
  • Doi Number: 10.1002/mcda.1671
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus
  • Page Numbers: pp.129-144
  • Keywords: fuzzy DEMATEL, generalized Choquet fuzzy integral (GCFI), hospital service, multicriteria decision-making (MCDM), website quality, WEB SITE QUALITY, SERVICE QUALITY, CUSTOMER SATISFACTION, EVALUATION CRITERIA, MODEL, MANAGEMENT, DEMATEL, AHP, SUCCESS, PREFERENCE
  • Karadeniz Technical University Affiliated: Yes


Developments in the health care industry in the last decade have forced companies to improve their website quality with the goal of attaining a sustainable competitive advantage through e-business models. Here, we evaluate and measure the website quality of hospitals while considering the interactions among evaluation criteria. For this purpose, the fuzzy decision making trial and evaluation laboratory (DEMATEL) method, which copes with the interactions among the evaluation criteria, is presented. In addition, the generalized Choquet fuzzy integral (GCFI), non-additive information fusion technique, is proposed to aggregate the experts' preferences and to calculate the overall website quality of hospitals. Finally, a sensitivity analysis is used to observe the changes in evaluation results of hospitals when assigning different weight combinations to the evaluation criteria. The proposed model is the first to evaluate the website quality of hospitals operating in Turkey.