Saeed Esmaeelinejad; Ali Rahnama; Jalal Rezaeenour
Volume 13, Issue 3 , September 2016, , Pages 216-223
Abstract
Introduction: With the advent of e-commerce and the provision of web-based services, assessing the quality of web-based services has become a major concern for organizations and service centers. Therefore, the aim of this study was to evaluate the quality of web-based health and treatment services ...
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Introduction: With the advent of e-commerce and the provision of web-based services, assessing the quality of web-based services has become a major concern for organizations and service centers. Therefore, the aim of this study was to evaluate the quality of web-based health and treatment services and rank six specialized hospitals of Tehran, Iran. Methods: This was an applied descriptive study. The study population consisted of 6 specialized hospitals in Tehran. The data collection tool was a researcher-made questionnaire which was completed by experts in the related hospitals. For this purpose, using fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL) and fuzzy analytic network process (ANP), the importance of the criteria of web-based services quality were calculated, and then, hospitals were ranked using the fuzzy VIKOR method. Results: According to the findings, reliability (w = 0.32) was recognized as the most important criterion of the quality of web-based services. Furthermore, appearance (w = 0.038) was identified as the least important criterion. The website of Hospital B with VIKOR, usefulness, and dissatisfaction indices of 0, 0.2678, and 0.0827, respectively, obtained the first rank among the studied hospitals. Conclusion: Based on the results, hospital managers should focus on security and user privacy as the two main criteria of quality of web-based services. Furthermore, hospitals should be responsible and accountable for the services they deliver to patients.
