Health quality assessment by applying Fuzzy approach: A case study of a military hospital

Hospitals and military health centers have important tasks in related to physical and mental health of staff and their families. Also, they have a significant role in keeping up the spirit of staff and improving the combat readiness and defense. Therefore the purpose of this study was to examine the services quality of a military hospital in Tehran. in this investigation (a practical and descriptive survey research), 181 patients completed the standard questionnaire of SERVQUAL. Fuzzy concepts and integral weighted average was used because of complexity and vague of conceptualization and weighting of dimensions and indicators. The results indicated that in all effective aspects on the quality of services, there was an average of -0.19 negative gap and dissatisfaction among patients. In addition, among the dimensions of SERVQUAL model, the final and empathy dimensions had higher (21.78 %) and lower (18.1 %) importance, respectively. Negative gap in all aspects of the quality of services has been shown dissatisfaction in patients. So, in order to improve the situation, managers should consider the needs and expectations of people in their future planning.