# Analyzing the Enablers of Customer Engagement in Healthcare Using TISM and Fuzzy MICMAC
## 4 Results  
### Fuzzy MICMAC Analysis  
MICMAC technique is a graphical representation of all the enablers, as per their driving and dependance powers, into four clusters, viz. Autonomous enablers, Dependent enablers, Linkage enablers, and independent enablers and is shown in Figure 1. Fuzzy MICMAC is an upgraded version of MICMAC analysis. The MICMAC classification is based on binary relationships, i.e., 0 and 1. The relationship among the variables may range from very weak to very strong [58]. Therefore, the Fuzzy MICMAC is used to overcome the limitations of MICMAC. The variables are measured on a scale ranging from 0 to 1, as shown in Table 4[58,59]. For developing Fuzzy MICMAC, firstly, a binary matrix (Table 5) was prepared from the final reachability matrix by placing zero in the diagonal elements. The experts were again consulted to give entries ranging from 0 to 1. These responses were averaged to get the final Fuzzy MICMAC Matrix (Table 6) by applying the formula:  
\[\text{C}=\text{A},\text{B}=\text{max k [min(aik, bkj)]}\]  
where A = [aik] and B = [bkj]. \begin{table}
\begin{tabular}{c c c c c} \hline \hline
**Enablers** & **Reachable Sets** & **Antecedent Sets** & **Intersection Sets** & **Levels** \\ \hline
**1** & 1, 6 & 1, 2, 3, 4, 5, 6, 7, 8 & 1, 6 & I \\
**2** & 1, 2, 6 & 2, 3 & 2 & II \\
**3** & 12, 3, 6 & 3 & 3 & III \\
**4** & 1, 4, 5, 6, 7, 8, & 4 & 4 & V \\
**5** & 1, 5, 6, 7, 8 & 4, 5 & 5 & IV \\
**6** & 1, 6 & 1, 2, 3, 4, 5, 6, 7, 8 & 1, 6 & I \\
**7** & 1, 6, 7, 8 & 4, 5, 7 & 7 & III \\
**8** & 1, 6, 8 & 4, 5, 7, 8 & 8 & II \\ \hline \hline \end{tabular}
\end{table} 
Table 3: Combined Levels of the Enablers. Figure 1: Fuzzy MICMAC Analysis. Further, each enabler's dependence and drive power were computed and plotted on the Fuzzy MICMAC diagram (Figure 1). Classification of the enablers in four separate quadrants using MICMAC is deliberated in Table 7. \begin{table}
\begin{tabular}{c c c c c c c c c} \hline \hline
**i/j** & **1** & **2** & **3** & **4** & **5** & **6** & **7** & **8** & **Driving** \\ \hline
**1** & 0 & 0.1 & 0 & 0.9 & 0.3 & 1 & 0.1 & 0.5 & 2.9 \\ \hline
**2** & 0.9 & 0 & 0.3 & 0 & 0 & 0.9 & 0.1 & 0.3 & 2.5 \\ \hline
**3** & 1 & 0.9 & 0 & 0.1 & 0 & 0.7 & 0.3 & 0.3 & 3.3 \\ \hline
**4** & 1 & 0.1 & 0.3 & 0 & 0.7 & 0.9 & 0.7 & 1 & 4.7 \\ \hline
**5** & 1 & 0.1 & 0.3 & 0.7 & 0 & 1 & 0.9 & 0.9 & 4.9 \\ \hline
**6** & 0.9 & 0.5 & 0 & 0.5 & 0.1 & 0 & 0.1 & 0.5 & 2.6 \\ \hline
**7** & 1 & 0.7 & 0.3 & 0.5 & 0.9 & 1 & 0 & 0.9 & 5.3 \\ \hline
**8** & 1 & 0.1 & 0.1 & 0.5 & 0.1 & 1 & 0 & 0 & 2.8 \\ \hline
**Dependence** & 6.8 & 2.5 & 1.3 & 3.2 & 2.1 & 6.5 & 2.2 & 4.4 & \\ \hline \hline \end{tabular}
\end{table} 
Table 6: Fuzzy MICMAC Analysis. \begin{table}
\begin{tabular}{c c c c c c c c c} \hline \hline
**Relationships** & **No** & **Very Weak** & **Weak** & **Moderate Strong** & **Very Strong** & **Complete** \\ \hline Measure & 0 & 0.1 & 0.3 & 0.5 & 0.7 & 0.9 & 1 \\ \hline \hline \end{tabular}
\end{table} 
Table 4: Fuzzy measures scale. \begin{table}
\begin{tabular}{c c c c c c c c} \hline \hline
**Quadrant** & **Features** & **Drive** & **Dependence** & **Enablers** \\  & & **Power** & **Power** & **Enablers** \\ \hline I. Autonomous & Enablers in this quadrant do not link with the & low & low & Entertaining Value (2), \\ Enablers & other enablers in the study. & & & Content Design (3) \\ \hline II. Dependent & Enablers in this quadrant delineate the model’s & & & & Shareability (1), \\ Enablers & success, and these are dependent on the other & Low & High & Co-creation (6), \\  & enables but do not drive other factors. & & & Usefulness (8) \\ \hline III. Linkage & Enablers & Enablers in this quadrant are both high & & & & \\ Enablers & dependence and driving powers. Any & & & High & High & Nil \\  & variations in these enablers impact the & & & & & & \\ \hline IV. Independent & Enablers in this quadrant are the most crucial & High & Low & & & \\ Enablers & ones which drive all other enablers. & & & & & \\ \hline \hline \end{tabular}
\end{table}