{"id":"https://openalex.org/W3104182907","doi":"https://doi.org/10.1109/access.2020.3037769","title":"A Novel Decision Making Approach for Benchmarking the Service Quality of Smart Community Health Centers","display_name":"A Novel Decision Making Approach for Benchmarking the Service Quality of Smart Community Health Centers","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3104182907","doi":"https://doi.org/10.1109/access.2020.3037769","mag":"3104182907"},"language":"en","primary_location":{"id":"doi:10.1109/access.2020.3037769","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2020.3037769","pdf_url":"https://ieeexplore.ieee.org/ielx7/6287639/8948470/09257491.pdf","source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","datacite","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://ieeexplore.ieee.org/ielx7/6287639/8948470/09257491.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100348603","display_name":"Hao Li","orcid":null},"institutions":[{"id":"https://openalex.org/I125839683","display_name":"Beijing Institute of Technology","ror":"https://ror.org/01skt4w74","country_code":"CN","type":"education","lineage":["https://openalex.org/I125839683","https://openalex.org/I890469752"]},{"id":"https://openalex.org/I197141962","display_name":"Zurich University of Applied Sciences in Business Administration","ror":"https://ror.org/02ejkey04","country_code":"CH","type":"education","lineage":["https://openalex.org/I197141962"]},{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH","CN"],"is_corresponding":true,"raw_author_name":"Hao Li","raw_affiliation_strings":["Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland","School of Management and Economics, Beijing Institute of Technology, Beijing, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland","institution_ids":["https://openalex.org/I197141962","https://openalex.org/I202697423"]},{"raw_affiliation_string":"School of Management and Economics, Beijing Institute of Technology, Beijing, China","institution_ids":["https://openalex.org/I125839683"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100462982","display_name":"Jinlin Li","orcid":"https://orcid.org/0000-0002-1707-1791"},"institutions":[{"id":"https://openalex.org/I197141962","display_name":"Zurich University of Applied Sciences in Business Administration","ror":"https://ror.org/02ejkey04","country_code":"CH","type":"education","lineage":["https://openalex.org/I197141962"]},{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Jinlin Li","raw_affiliation_strings":["Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland"],"raw_orcid":"https://orcid.org/0000-0002-1707-1791","affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland","institution_ids":["https://openalex.org/I197141962","https://openalex.org/I202697423"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5017056571","display_name":"Helmut Dietl","orcid":null},"institutions":[{"id":"https://openalex.org/I197141962","display_name":"Zurich University of Applied Sciences in Business Administration","ror":"https://ror.org/02ejkey04","country_code":"CH","type":"education","lineage":["https://openalex.org/I197141962"]},{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Helmut Dietl","raw_affiliation_strings":["Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, University of Zurich, Z\u00fcrich, Switzerland","institution_ids":["https://openalex.org/I197141962","https://openalex.org/I202697423"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5100348603"],"corresponding_institution_ids":["https://openalex.org/I125839683","https://openalex.org/I197141962","https://openalex.org/I202697423"],"apc_list":{"value":1850,"currency":"USD","value_usd":1850},"apc_paid":{"value":1850,"currency":"USD","value_usd":1850},"fwci":0.723,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.7618938,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":96,"max":97},"biblio":{"volume":"8","issue":null,"first_page":"209904","last_page":"209914"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11531","display_name":"Healthcare Systems and Reforms","score":0.9958000183105469,"subfield":{"id":"https://openalex.org/subfields/2003","display_name":"Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11531","display_name":"Healthcare Systems and Reforms","score":0.9958000183105469,"subfield":{"id":"https://openalex.org/subfields/2003","display_name":"Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10209","display_name":"Global Maternal and Child Health","score":0.9262999892234802,"subfield":{"id":"https://openalex.org/subfields/2735","display_name":"Pediatrics, Perinatology and Child Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/electre","display_name":"ELECTRE","score":0.7807650566101074},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7079206109046936},{"id":"https://openalex.org/keywords/benchmarking","display_name":"Benchmarking","score":0.6855318546295166},{"id":"https://openalex.org/keywords/fuzzy-logic","display_name":"Fuzzy logic","score":0.5617522597312927},{"id":"https://openalex.org/keywords/benchmark","display_name":"Benchmark (surveying)","score":0.5437825918197632},{"id":"https://openalex.org/keywords/community-health","display_name":"Community health","score":0.48404592275619507},{"id":"https://openalex.org/keywords/ranking","display_name":"Ranking (information retrieval)","score":0.4690198302268982},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.45191627740859985},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.42554882168769836},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.37917518615722656},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.37354350090026855},{"id":"https://openalex.org/keywords/health-care","display_name":"Health care","score":0.32006600499153137},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.3006635904312134},{"id":"https://openalex.org/keywords/multiple-criteria-decision-analysis","display_name":"Multiple-criteria decision analysis","score":0.24367621541023254},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.12814262509346008},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.11314082145690918},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07719895243644714}],"concepts":[{"id":"https://openalex.org/C47431972","wikidata":"https://www.wikidata.org/wiki/Q3045948","display_name":"ELECTRE","level":3,"score":0.7807650566101074},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7079206109046936},{"id":"https://openalex.org/C86251818","wikidata":"https://www.wikidata.org/wiki/Q816754","display_name":"Benchmarking","level":2,"score":0.6855318546295166},{"id":"https://openalex.org/C58166","wikidata":"https://www.wikidata.org/wiki/Q224821","display_name":"Fuzzy logic","level":2,"score":0.5617522597312927},{"id":"https://openalex.org/C185798385","wikidata":"https://www.wikidata.org/wiki/Q1161707","display_name":"Benchmark (surveying)","level":2,"score":0.5437825918197632},{"id":"https://openalex.org/C2775951005","wikidata":"https://www.wikidata.org/wiki/Q3473024","display_name":"Community health","level":3,"score":0.48404592275619507},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.4690198302268982},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.45191627740859985},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.42554882168769836},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.37917518615722656},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.37354350090026855},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.32006600499153137},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3006635904312134},{"id":"https://openalex.org/C11105738","wikidata":"https://www.wikidata.org/wiki/Q1895805","display_name":"Multiple-criteria decision analysis","level":2,"score":0.24367621541023254},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12814262509346008},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.11314082145690918},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07719895243644714},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.0},{"id":"https://openalex.org/C13280743","wikidata":"https://www.wikidata.org/wiki/Q131089","display_name":"Geodesy","level":1,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1109/access.2020.3037769","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2020.3037769","pdf_url":"https://ieeexplore.ieee.org/ielx7/6287639/8948470/09257491.pdf","source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},{"id":"pmh:oai:www.zora.uzh.ch:193478","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Li, Hao; Li, Jinlin; Dietl, Helmut  (2020). A novel decision making approach for benchmarking the service quality of smart community health centers.  IEEE Access, 8:209904-209914.","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:doaj.org/article:d847269b5895420a8d2979e505e2759f","is_oa":true,"landing_page_url":"https://doaj.org/article/d847269b5895420a8d2979e505e2759f","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IEEE Access, Vol 8, Pp 209904-209914 (2020)","raw_type":"article"},{"id":"doi:10.5167/uzh-193478","is_oa":true,"landing_page_url":"https://doi.org/10.5167/uzh-193478","pdf_url":null,"source":{"id":"https://openalex.org/S7407051291","display_name":"Universit\u00e4t Z\u00fcrich, ZORA","issn_l":null,"issn":[],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.1109/access.2020.3037769","is_oa":true,"landing_page_url":"https://doi.org/10.1109/access.2020.3037769","pdf_url":"https://ieeexplore.ieee.org/ielx7/6287639/8948470/09257491.pdf","source":{"id":"https://openalex.org/S2485537415","display_name":"IEEE Access","issn_l":"2169-3536","issn":["2169-3536"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE Access","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions","score":0.46000000834465027}],"awards":[{"id":"https://openalex.org/G2933149581","display_name":null,"funder_award_id":"71432002","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G2934504215","display_name":null,"funder_award_id":"18-29-","funder_id":"https://openalex.org/F4320321079","funder_display_name":"Russian Foundation for Basic Research"},{"id":"https://openalex.org/G4419842687","display_name":null,"funder_award_id":"18-29-26020","funder_id":"https://openalex.org/F4320321079","funder_display_name":"Russian Foundation for Basic Research"},{"id":"https://openalex.org/G5088876844","display_name":null,"funder_award_id":"201906030126","funder_id":"https://openalex.org/F4320335564","funder_display_name":"Chinese Government Scholarship"},{"id":"https://openalex.org/G5393865039","display_name":null,"funder_award_id":"71972012","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G7118759363","display_name":null,"funder_award_id":"20-07-00934","funder_id":"https://openalex.org/F4320321079","funder_display_name":"Russian Foundation for Basic Research"}],"funders":[{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320321079","display_name":"Russian Foundation for Basic Research","ror":"https://ror.org/02mh1ke95"},{"id":"https://openalex.org/F4320334801","display_name":"Russian Academy of Sciences","ror":"https://ror.org/05qrfxd25"},{"id":"https://openalex.org/F4320335564","display_name":"Chinese Government Scholarship","ror":null}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3104182907.pdf","grobid_xml":"https://content.openalex.org/works/W3104182907.grobid-xml"},"referenced_works_count":26,"referenced_works":["https://openalex.org/W570633804","https://openalex.org/W1511846284","https://openalex.org/W1980938356","https://openalex.org/W2001799402","https://openalex.org/W2024436502","https://openalex.org/W2060233702","https://openalex.org/W2071622598","https://openalex.org/W2077887302","https://openalex.org/W2149882190","https://openalex.org/W2385027037","https://openalex.org/W2507655202","https://openalex.org/W2621047611","https://openalex.org/W2765273066","https://openalex.org/W2768916009","https://openalex.org/W2798754798","https://openalex.org/W2903778937","https://openalex.org/W2908821954","https://openalex.org/W2926370447","https://openalex.org/W2947290655","https://openalex.org/W2947859092","https://openalex.org/W2965033383","https://openalex.org/W2969611410","https://openalex.org/W2976258142","https://openalex.org/W2979315752","https://openalex.org/W2989558308","https://openalex.org/W2991246580"],"related_works":["https://openalex.org/W2066806204","https://openalex.org/W4238897586","https://openalex.org/W1595982431","https://openalex.org/W4312661456","https://openalex.org/W2232834817","https://openalex.org/W435179959","https://openalex.org/W2267700231","https://openalex.org/W2619091065","https://openalex.org/W4210956414","https://openalex.org/W2117763336"],"abstract_inverted_index":{"The":[0,67,114,134,199],"purpose":[1],"of":[2,23,52,76,91,153,225],"this":[3,205],"research":[4],"is":[5,34,46,61,99,207],"to":[6,11,19,36,48,63,88,101,119,214],"develop":[7,102,221],"a":[8,89,208],"novel":[9,143,200],"approach":[10,69,116,136,144,202],"benchmark":[12,215],"smart":[13,53,78,110,121,195,216],"community":[14,54,79,111,122,196,217],"health":[15,55,80,112,123,197,218],"centers":[16,124,219],"in":[17,125,150,177,204],"order":[18],"achieve":[20],"continuous":[21],"improvement":[22,65,106,223],"service":[24,93,128,191,226],"quality.":[25,227],"Three":[26],"methods":[27],"are":[28,132,163,175],"presented:":[29],"the":[30,38,41,50,72,103,142,151,160,166,172,182],"fuzzy":[31,42,167,183],"DEMATEL":[32,168],"method":[33,45,186],"used":[35],"determine":[37],"criteria":[39,162],"weights,":[40],"ELECTRE":[43,184],"III":[44,185],"employed":[47,62],"obtain":[49],"ranking":[51,83],"centers,":[56],"and":[57,74,127,130,148,210,220],"IPA":[58,98],"(Importance-Performance":[59],"Analysis)":[60],"formulate":[64],"strategies.":[66],"proposed":[68,115,135],"clearly":[70],"identifies":[71],"strengths":[73,129],"weakness":[75,131],"each":[77,109],"center":[81],"by":[82,165],"its":[84],"performance":[85],"with":[86,179],"respect":[87],"system":[90],"five":[92,120],"quality":[94,192],"criteria.":[95],"In":[96],"addition,":[97],"able":[100],"most":[104],"effective":[105,212],"strategies":[107,224],"for":[108,190],"center.":[113],"was":[117],"applied":[118],"Beijing":[126],"discussed.":[133],"has":[137],"three":[138],"notable":[139],"advantages.":[140],"First,":[141],"can":[145],"address":[146],"ambiguity":[147],"uncertainty":[149],"process":[152],"decision":[154],"making.":[155],"Second,":[156],"interdependent":[157],"relationships":[158],"among":[159,194],"evaluation":[161],"analyzed":[164],"method,":[169],"so":[170],"that":[171],"weights":[173],"obtained":[174],"more":[176],"line":[178],"reality.":[180],"Third,":[181],"considers":[187],"non-compensatory":[188],"behavior":[189],"comparisons":[193],"centers.":[198],"fuzzy-based":[201],"presented":[203],"article":[206],"powerful":[209],"highly":[211],"tool":[213],"successful":[222]},"counts_by_year":[{"year":2023,"cited_by_count":3}],"updated_date":"2026-05-06T08:25:59.206177","created_date":"2025-10-10T00:00:00"}