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September 10, 2025Frontiers in Digital HealthOpen Access

Sustainable service quality assessment of Chinese healthcare e-government: a multi-criteria decision framework based on SERVQUAL model and entropy-weight TOPSIS method

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Authors

YXYu XiaJiangnan UniversityBLBei LiCentral South UniversityJYJian YangNanyang Technological University

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Implication

Proposes a framework that evaluates service quality in healthcare e-government, indicating sustainable practices are vital for improvement.

Key Points

  • Service quality assessment revealed empathy as the most critical quality gap among healthcare e-government services.
  • The analysis highlighted that cross-platform interoperability is a strategic focus for improving healthcare services.
  • The study used a novel multi-criteria decision-making framework based on the SERVQUAL model and entropy-weight TOPSIS method.
  • The findings emphasize the importance of both technical infrastructure and human-centric factors for sustainable service quality.

Cite This Study

Xia et al. (2025) studied this question.

synapsesocial.com/papers/68c198cd9b7b07f3a061ad65https://doi.org/10.3389/fdgth.2025.1611979
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