Research Paper
Year: 2020 | Month: July-September | Volume: 5 | Issue: 3 | Pages: 487-493
Application of Grey Decision Analysis for Patients’ Satisfaction of Public and Private Sectors’ Healthcare Service Quality
Mallieswari R1, Vinit D M2
1Assistant Professor, Ramaiah Institute of Management, Bengaluru.
2Student, Ramaiah Institute of Management, Bengaluru.
Corresponding Author: Mallieswari R
ABSTRACT
The healthcare sector of a country requires adequate attention from the governments as the quality of healthcare offers hope and comfort to patients and their dependents. It also promotes a healthy human capital that contributes to the development of the country. Currently, while making use of any services or buying a product, quality has become the main attraction for customers, and it is also a strategic advantage for organizations to succeed and remain competitive on the market.The goal of the study is to examine the comprehensive relationship between patient satisfaction and quality aspects of public / private healthcare services in the city of Bangalore., using new grey relational analysis (GRA) model and the Hurwitz criteria for decision making under uncertainty. Grey relational analysis showed that assurance and tangibility predict patient satisfaction in the public and private healthcare markets, respectively, most strongly. The Hurwitz tests found that from private health care services, patients are more likely to be satisfied.
Keywords: Grey Relational Analysis, Healthcare quality, Hurwitz criteria, Patient satisfaction