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

ABSTRACT:

Introduction

Healthcare e-government plays a vital role in advancing the United Nations 2030 Agenda for Sustainable Development, by disseminating vital information and delivering essential services, particularly during the coronavirus disease 2019 (COVID-19) pandemic. China faces challenges within the context of health care, such as limited infrastructure and equitable healthcare access, underscoring the necessity of evaluating and improving the quality of healthcare e-government services.

Methods

This study proposes a novel multicriteria decision-making framework for systematically evaluating the quality of healthcare e-government services. The framework structurally extends the SERVQUAL model into 5 first-level and 31 s-level dimensions tailored to digital governance and i

SUBMITTER: Xia Y 

PROVIDER: S-EPMC12450976 | biostudies-literature | 2025

REPOSITORIES: biostudies-literature