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


  • Ronald Sukwadi Fakultas Teknik, Jurusan Teknik Industri, Universitas Katolik Indonesia Atma Jaya, Jl. Jenderal Sudirman 51, Jakarta 12930
  • Ching-Chow Yang Department of Industrial and Systems Engineering, Chung Yuan Christian University, 200, Chung Pei Rd., Chung Li 32023
  • , Benny Fakultas Teknik, Jurusan Teknik Industri, Universitas Katolik Indonesia Atma Jaya, Jl. Jenderal Sudirman 51, Jakarta 12930



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


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.


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