Investigating the Quality of Electronic Services Using Multiple Attribute Decision- Making Techniques Case Study (Aria, Ghaem, and Golsar Hospitals)

IT and its remarkable abilities created positive changes, and in addition to the possibility of increasing effectiveness and efficiency in industries and businesses, has led to an increasing interest in this technology and to presentation of more functions of it. One of these areas which is more important to people is the industry of health care and health and treatment services. Reduction of health care costs and provision of these high quality services has become a global priority. Due to the use of electronic services the need to use these services in the field of health care is felt more than ever. The purpose of this research is to answer the question of how to choose the most appropriate hospital in terms of electronic service delivery by using multiple attribute decision-making techniques.In this research, SERVQUAL method and criteria related to the electronic services is used, which has 6 major criteria of Tangible, Responsiveness, Reliability, Information quality, Assurance and Empathy factors, and 19 sub criteria. This research uses Multiple Attribute Decision Making (MADM), including the composition process of ANP to gain the criteria weight and fuzzy TOPSIS in order to rank the dimensions. According to the research results, Golsar, Arya and Ghaem hospital, respectively, earned the first to the third place. Among the criteria Information quality earned the first place, Assurance earned the second place and last place was devoted to responsiveness among the six criteria. Among the sub-criteria also Informatiom accuracy and trust, respectively ranked first and second, and customerization got the last place.