A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry
Abstract
Service sector is under pressure to deliver continuing performance and quality improvement while being customer-focused. In recent terms, there exists web based or electronic service quality (e-sq) concept. With the birth of electronic commerce, it has become important to be able to monitor and enhance e-sq. Therefore, this study will examine the e-sq concept and determine the key components of e-sq. The e-sq framework is employed by the aid of...
Paper Details
Title
A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry
Published Date
Feb 1, 2012
Volume
39
Issue
3
Pages
2341 - 2354
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