Simultaneous Use of Multi Attribute Decision Making (MADM) and SERVQUAL Methods in Order to Rating Selected Iranian Hospitals in Terms of Perceived Quality of Services from Clients

Patients can determine the quality of services provided in hospitals. The purpose of this paper was assessment and ranking selected hospitals in terms of delivery quality of services in Iran. Firstly by a systematic research in various scientific databases attempted to find researches that have done about using SERVQUAL model in Iranian hospitals that 22 relative papers was found. Then with the help of the Weighted Aggregated Sum Product Assessment (WASPAS) method, Scores for each were calculated via Excel 2010 software. The most published researches in terms of time were related to the year 2016 and locally were related to Tehran province and the reliability index had the highest weight. Shahid Elmi field hospital in Zabol with score of 1.001 and D hospital affiliated to Qazvin University of Medical Sciences with score of 0.313 respectively, ranked first and last. Shahid Elmi field hospital in Zabol because of gain the top rank can be considered as a template for other hospitals under study. Also combining MADM with SERVQUAL can be used in order to assessment and ranking hospitals as a new method.