Integrasi Fuzzy AHP-TOPSIS dalam Evaluasi Kualitas Layanan Elektronik Rumah Sakit
Abstract: In today’s global era, the electronic service
quality (E-SQ) development has
swept across almost all service
sectors. This development
represents not only
a new paradigm
for providing services, but also a weapon for winning competitions. This
research aims to examine and
determine the key
service attributes of
E-SQ which is
adopted from service
quality (SERVQUAL)
methodology as the
reference model. The
proposed E-SQ framework
will be illustrated with
a web service
performance example of
some public and
private hospitals in Indonesia
by integrating fuzzy
analytic hierarchy process
(AHP) and technique
for order performance by
similarity to ideal
solution (TOPSIS). Finally,
this study shows
the implementation of the
E-SQ framework in
evaluating the complexity
of service attributes observed in the hospital
healthcare services via websites.
Penulis: Ronald Sukwadi,
Ching-Chow Yang, Benny
Kode Jurnal: jptindustridd140434
