Evaluation of the Quality of Web-Based Services of Hospitals of Tehran, Iran, Based on a ‎Hybrid Approach to ‎Decision-Making Procedures

With the advent of e-commerce and the provision of web-based services, assessing the quality of web-based ýservices has become a major concern for organizations and service centers. Therefore, the aim of this study was to ýevaluate the quality of web-based health and treatment services and rank six specialized hospitals of Tehran, Iran.
This was an applied descriptive study. The study population consisted of 6 specialized hospitals in Tehran. The data ýcollection tool was a researcher-made questionnaire which was completed by experts in the related hospitals. For ýthis purpose, using fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL) and fuzzy analytic ýnetwork process (ANP), the importance of the criteria of web-based services quality were calculated, and then, ýhospitals were ranked using the fuzzy VIKOR method.
According to the findings, reliability (w = 0.32) was recognized as the most important criterion of the quality of web-ýbased services. Furthermore, appearance (w = 0.038) was identified as the least important criterion. The website of ýHospital B with VIKOR, usefulness, and dissatisfaction indices of 0, 0.2678, and 0.0827, respectively, obtained the ýfirst rank among the studied hospitals.
Based on the results, hospital managers should focus on security and user privacy as the two main criteria of ýquality of web-based services. Furthermore, hospitals should be responsible and accountable for the services they ýdeliver to patients.