Design of a smart medical service quality evaluation system based on a hybrid multi-criteria decision model

As medical informatization continues to progress, the sophistication of smart medicine (SM) systems has led to a marked enhancement in the caliber of medical services provided. Nevertheless, the existing body of literature is sparse when it comes to frameworks for evaluating service quality, specifically within the domain of smart medicine (SM). Drawing on a hybrid multi-criteria decision-making model that fuses the best-worst method (BWM) with the VIKOR approach, this research has crafted an innovative framework for assessing the service quality of SM. BWM was used to obtain the weights of all dimensions and indicators under each dimension. Then, the service quality of hospitals H1, H2 and H3 in Xiamen was evaluated using the VIKOR method. The results showed that smart appointments, diagnosis and treatment are three important dimensions to evaluate SM service quality in medical institutions. The stability and robustness of the model were proved through sensitivity analysis. Findings suggest that hospitals can strengthen the construction of their appointment information platforms, the quality management of internal doctors, and the information connection between self-service terminals and information platforms to improve hospital service quality in the construction of smart medicine.