Design a Smart Medical Service Quality Evaluation System Based on Hybrid Multi-Criteria Decision Model

Abstract

Abstract With the deepening of medical informatization, smart medical (SM) systems and the level of medical services has been greatly improved. However, there is little literature on service quality assessment frameworks based on the context of SM. Based on the hybrid multi-criteria decision model, which combined the best and worst method and VIKOR method, this study proposed a SM service quality evaluation framework. The best and worst method (BWM) is used to obtain the weights of all dimensions and indicators under each dimension. The service quality of hospitals H1, H2 and H3 in Xiamen is evaluated by the VIKOR method. The results show that smart appointment, diagnosis and treatment are three important dimensions to evaluate the service quality of smart medicine in medical institutions. The stability and robustness of the model are proved through sensitivity analysis. Hospitals can strengthen the construction of their appointment information platforms, quality management of internal doctors, and information connection between self-service terminals and information platforms to improve hospital service quality in the construction of smart medicine.