Applied Mathematics & Information Sciences

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Despite abundant research on service quality within the medical industry, few studies have applied performance evaluation matrix (PEM) and analytic hierarchy process (AHP) in this medical industry. Therefore, this study aims to discuss integrating the PEM and AHP methods in order to determine and prioritize areas of improvement in service quality. Data were analyzed through PEM in order to identify eight items that needed improvement. The improvement priority of these items was determined by the AHP method. Therefore, the results provide suggestions to improve service quality and to enhance the hospital standard processes to meet the customers’ needs. This study serves as a guideline for hospitals to improve their service quality.