Abstract:

The health sector plays a fundamental role in improving the quality of life of individuals and maintaining their health. In this context, the quality of health services is of great importance. In this article, the Fuzzy Analytical Hierarchy Process (AHP) method was used to determine the criteria affecting the service quality in the health sector. Fuzzy AHP is accepted as an effective tool in complex and uncertain decision making processes. In the article, firstly, the basic criteria affecting the quality of health services were determined by examining the literature. Then, the Fuzzy AHP method was applied step by step to determine the priority ordering of these criteria. Fuzzy AHP helps us to obtain more realistic results by taking into account subjective evaluations and uncertainty. The aim of the study is to determine the criteria affecting the service quality in the health sector by using the Fuzzy AHP method, which is a multi-criteria decision-making method. The results of the study show that the Fuzzy AHP method is an effective tool in determining the priority rankings of the criteria affecting the service quality in the health sector. The results provide valuable information for health managers and decision makers to direct resources more effectively and focus on improving service quality. As a result of the literature review, four main and thirteen sub-criteria affecting the quality of health care were determined. As a result of the study, the "Adverse Events" sub-criterion belonging to the "Safety" main criterion among these criteria was determined as the most important criterion affecting the health service quality.

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