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

Ronald Sukwadi, Ching-Chow Yang, , Benny




Abstract


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.


Keywords


E-SQ, fuzzy AHP, fuzzy TOPSIS, websites, hospital.

References


  1. Anisseh, M., Piri, F., Shahraki, M. R., and Agamohamadi, F., Fuzzy extensions of TOPSIS model for Group Decision Making under Multiple Criteria, Artificial Intelligence Review, 38(4), 2012, pp. 326-338.
  2. Ayağ, Z., A Fuzzy AHP-Based Simulation Approach to Concept Evaluation in A NPD Environment, IIE Transactions, 37(9), 2005, pp. 827-842.
  3. Babakus, E., and Mangold, W. G., Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, Health Services Research, 26(6), 1992, pp. 767-786.
  4. Buckley, J. J., Ranking Alternatives Using Fuzzy Numbers, Fuzzy Sets and Systems, 15, 1985, pp. 21-31.
  5. Büyüközkan, G., and Çifçi, G., A Combined Fuzzy AHP and Fuzzy TOPSIS based Strategic Analysis of Electronic Service Quality in Healthcare Industry, Expert Systems with Applications, 39(3), 2012, pp. 2341-2354.
  6. Chang, C. C., The E-Hospital Website Measure Architecture Approach: Integrating Internal and External Customers’ Needs in Information Delivery Services, Asian Journal of Health and Information Sciences, 2(1-4), 2007, pp. 116-131.
  7. Chen, C. T., Extensions of the TOPSIS for Group Decision-Making under Fuzzy Environment, Fuzzy Sets and Systems, 114(1), 2000, pp. 1-9.
  8. Collier, J., and Bienstock, C., Measuring Service Quality in E-Retailing, Journal of Service Research, 8(3), 2006, pp. 260-275.
  9. Hadwich, K., Georgi, D., Tuzovic, S., Büttner, J., and Bruhn, M. (2010). Perceived Quality of E- Health Services: A Conceptual Scale Development of E-Health Service Quality Based on The C-OAR-SE Approach, International Journal of Pharmaceutical and Healthcare Marketing, 4(2), 2010, pp. 112-136.
  10. Hwang, C., and Yoon, K., Multiple Attribute Decision Making: Methods and Applications, Springer-Verlag, New York, 1981.
  11. Kotler, P., and Keller, K., Marketing Management, 14th ed., Prentice-Hall, New Jersey, 2011.
  12. Lee, G., and Lin, H., Customer Perception of E-Service Quality in Online Shopping, International Journal of Retail and Distribution Management, 33(2), 2005, pp. 161-176.
  13. Li, Y. N., Tan, K. C., and Xie, M., Measuring Web-Based Service Quality, Total Quality Management, 13(5), 2002, pp. 685-700.
  14. Liao, Z., and Cheung, M. T., Internet-Based E-Shopping and Customer Attitudes: An Empirical Study, Information and Management, 38(5), 2001, pp. 299-306.
  15. Nemati, B., Gazor, H., MirAshrafi, S.N., and Ameleh K. N., Analyzing E-Service Quality in Service-based Website by E-SERVQUAL, Management Science Letters, 2, pp.727-734.
  16. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, 49, 1985, pp. 41-50.
  17. Parasuraman, A., Zeithaml, V. A., and Malhotra, A., Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge, Journal of the Academy of Marketing Science, 30(4), 2002, pp. 358-371.
  18. Parasuraman, A., Zeithaml, V. A., and Malhotra, A., E-S-Qual: A Multiple Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(3), 2005, pp. 213-233.
  19. Rowley, J., and Hartley, R., Organizing Knowledge: An Introduction to Managing Access to Information, 4th ed., Ashgate Publishing, Burlington, VT, 2008.
  20. Saaty, T. L., The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation, McGraw-Hill, New York, NY, 1980.
  21. Saaty, T. L., Fundamentals of Decision Making and Priority Theory with the Analytic Hierarchy Process, RWS Publication, Pittsburgh, PA, 1994.
  22. Santos, J., E-Service Quality: A Model of Virtual Service Quality Dimensions, Managing Service Quality, 13(3), pp. 233-246.
  23. Swaid, S.I., and Wigand, R.T., Measuring the Quality of E-Service: Scale Development and Initial Validation, Journal of Electronic Commerce Research, 10(1), 2009, pp. 13-28.
  24. Van Riel, A. C. R., Liljander, V., and Jurriens, P., Exploring Consumer Evaluations of E-Services: A Portal Site, International Journal of Service Industry Management, 12(4), 2001, pp. 359-377.
  25. Van Riel, A. C. R., Semeijn, J., and Pauwels, P., Online Travel Service Quality: The Role of Pre Transaction Services, Total Quality Management & Business Excellence, 15(4), 2004, pp. 475-493.
  26. Zadeh, L. A., Fuzzy Set, Information and Control, 8(3), 1965, pp.338-353.
  27. Zeithaml, V. A., and Bitner, M. J., Service Marketing: Integrating Customer Focus across the Firm, 3rd ed., McGraw-Hill, New York, NY, 2003.
  28. Zhang, X., Prybutok, V. R., and Strutton, D., Modeling Influences on Impulse Purchasing Behaviors during Online Marketing Transactions, Journal of Marketing Theory and Practice. 15(1), 2007, pp. 79-89.


Full Text: PDF

Instructions for Preparing Papers for JTI.docx
Panduan untuk Menulis di JTI.docx

The Journal is published by The Institute of Research & Community Outreach - Petra Christian University. It available online supported by Directorate General of Higher Education - Ministry of National Education - Republic of Indonesia.

©All right reserved 2016.Jurnal Teknik Industri, ISSN: 1411-2485, e-ISSN: 2087-7439

shopify traffic stats
View My Stats




Copyright © Research Center Web-Dev Team