Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era (original) (raw)
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European Research on Management and Business Economics, 2019
One of the most effective solutions to sustain an organization in competitive environments is the strategy of continuous improvement. Consequently, the proposed strategy needs a continuous performance evaluation measurements. A solution to evaluate service quality measurements is to rank the service providers. The ranking procedure in similar complex problems or selection problems can be efficiently implemented with the support of multiple attribute decision making (MADM) methods. This study aims at developing a comprehensive decision support system (DSS) based on multiple MADM methods along with an extended quality of service evaluation model to assess the service quality of certain cultural centers. The suggested service quality measurement model in this study is recognized as a valid and reliable tool based on statistical modeling and validation methods. Moreover, the suggested DSS model has been developed based on integration of target-based F-MULTIMOORA and Fuzzy Axiomatic Design (FAD) methods combined with the best-worst method (BWM). Accordingly, a case study was investigated regarding the assessment of seven art galleries in Tehran, Iran. Ultimately, an extensive managerial investigation of the DSS model has been presented based on the real-world examples to show the practicality of the propositions of the current study.
Measurement of e-learning quality based on ISO 19796-1 using fuzzy analytical network process method
The development of information and communication technology is now capable of improving the quality of service in various fields, especially in the field of education, such as the use of e-learning. Currently, there are many types of e-learning that can be used, with different qualities. The quality of e-learning greatly influences the success rate of e-learning application for a learning process, education and training. Measurement of e-learning quality becomes very important, therefore required of standard in the measurement of e-learning quality. ISO 19796-1 is a guideline to build a quality e-learning system. ISO 19796-1 is used for uniformity of quality assessment to the quality assessment becomes standardized, and a template for the process of creating, implementing and improving the quality of e-learning. The categories in the ISO 19796-1 process model are used to define e-learning quality assessment criteria. The weighting criteria are processed using Fuzzy Analytical Network Process (FANP) method until it becomes the final weight. From a series of quality tests E-Learning of Madura University obtained the results of the quality value 79.7, thus e-learning quality conversion results show quality results are GOOD. While recommendation improvement suggested by the system based on a test result that is 12 recommendation improving the quality of E-Learning of Madura University.
Fuzzy Failure Analysis: A New Approach to Service Quality Analysis in Higher Education Institutions
International Education Studies, 2013
In recent years, concurrent with steep increase in the growth of higher education institutions, improving of educational service quality with an emphasis on students' satisfaction has become an important issue. The present study is going to use the Failure Mode and Effect Analysis (FMEA) in order to evaluate the quality of educational services in Vali-e-asr University of Rafsanjan in form of case study. In The traditional FMEA method the risk priority number (RPN) index was used for rating the failure items, which is the product of three risk factors: occurrence of failure, severity of failure and detectability of failure. In this traditional method, the weights of risk factors weight are not taken into account such that the same weight value is assumed for each of those factors. To overcome this weakness, much research has been performed, recently. This paper uses Wang and colleagues model to assess and prioritize risks of educational services quality by incorporating Yue model in a Fuzzy Environment. The results illustrate that one of the most significant failure items is students' lack of readiness to get job opportunity because of efficiency absence of theoretical and practical courses presented in university.
Measuring Service Quality via a Fuzzy Analytical Approach
International Journal of Fuzzy Systems, 2015
Service quality plays an important role to pursue excellence of total quality management. Measurement of service quality requires criteria that are not only subjective but also intangible. This study proposes a Fuzzy Analytic approach for the measurement of service quality while making use of the fuzzy nature of attitude measurement and taking into consideration the dependency among several criteria. An integration of fuzzy AHP and ANP is utilized to deal with various relationships among evaluation criteria. Service quality for a Taiwanese commercial bank is measured by the proposed method. Appropriate criteria for the bank's service quality are developed based on existing literature and interviews of the bank's managers. Factor analysis shows that the service quality is composed by employee skills, accessibility, and tangibility. The fuzzy approach is then implemented to calculate the weights of criteria based on the relationship among them. The overall service quality can be measured by summing up the weighted score. The proposed approach is found useful to measure service quality in accordance with real world situation.
Decision Analysis Approach for Quality in Technical Education
2010
The Analytical Hierarchy Process (AHP) provides a methodology for multi-criteria analysis and decision making. It allows critical examination of the underlying assumptions, consistency of the judgments, and facilitates the incorporation of qualitative and subjective considerations into quantitative factors for decision making. Here an Analytic Hierarchy Process (AHP) approach is used for the analysis and comparison of the quality of several technical institutes The AHP method uses paired comparison to weight the importance degrees that affect the quality of education/service in a hierarchical structure. A particular formulation is presented and discussed extensively. The present study makes an attempt to enlist various factors that affect Technical Education and further develops a mathematical model to measure its effectiveness.
Background: Service selection refers to the process of picking services that best fulfill the user's functional and non-functional requirements. It is possible to pick a web service or a cloud service. Researchers examined a large number of service selection assessments that utilized different services based on Quality of Service (QoS) variables utilizing Multi-Criteria Decision Making Methods. Despite its positive outcomes, earlier research has shown that Multi-Criteria Decision Making Methods alone cannot handle the incompleteness, ambiguity, uncertainty, and, most importantly the fuzziness inherent in decision-making processes due to human involvement. To circumvent these constraints, the usage of Fuzzy Multi-Criteria Decision Making Methods is a growing study topic.
2011
Quality management is a very important element within an effective travel website. One of the most important components of quality management is to maintain the service quality of travel websites. Thus, selecting an effective and appropriate customer-driven evaluation model of travel website service quality (TWSQ) measurement key indicators is an important issue for improving a close and long term relationship between travel website providers and e-travelers. The AHP approach has been identified as one of the most widely used decision making tools for dealing with complex and unstructured multiple criteria decision making (MCDM) problems. However, this method is often criticized for its inability to adequately handle the inherent uncertainty and subjectivity involving the mapping of decision-maker's preference to an exact number. In order to overcome this drawback, the aim of this study is to present an analytical evaluation model based on linguistic variables and the fuzzy analytic hierarchy process (fuzzy AHP) to help travel website managers for assessing the evaluation of TWSQ measurement key indicators in a fuzzy environment. An empirical case study of a Taiwanese travel website is given to demonstrate the practicability and usefulness of this model at the end of this paper.
This research aims to compare and analyze the effectiveness of four popular fuzzy multi-criteria decision-making methods (FMCDMMs) for quality of service (QoS)-based web service selection. These methods are fuzzy DEMATEL (FD), fuzzy TOPSIS (FT), fuzzy VIKOR (FV), and fuzzy PROMETHEE (FP), including three ranking versions of FV. We assess the ranking similarities among these methods using Spearman's relationship figure. We describe the algorithms of these six FMCDMs in the methods section. In a case study, we collected primary data from five experts who rated nine QoS factors of nine web services. We used modified online software for analysis. The results showed that S6 ranked first in all FMCDMs, except for FD and FP, where it was ranked 2 nd and 8 th , respectively. The highest association coefficient (Rs) was found between FT and FV ranking in S techniques (0.983), FV ranking in S and FV ranking in Q (0.883), and FT and FV ranking Q (0.833) when comparing the similarity measure of the FMCDMMs. This analysis helps decision-makers and researchers choose the most suitable methods for integrated FMCDMs studies and real-world problem-solving.
Procedia CIRP, 2015
The world economy has seen the evolution of predominant economic activities. From pre-industrial society based on extractive activities (primary sector), through the industrial era characterized by the production of consumer goods (secondary sector), to the post-industrial age with predominance of the service sector (tertiary sector). In addition, more recently, it has been integrated with the products. i.e. PSS (Product-Service System) an integrated combination of products and services. A PSS can be thought of as a market proposition that extends the traditional functionality of a product by incorporating additional services. The primary aim of this paper is to evaluate the criteria and sub-criteria of the implementation of PSS (point of view of operations), based on the quality dimensions, through of hybrid methodology (Fuzzy Delphi-FDELPHI and Fuzzy Analytic Hierarchy Process-FAHP). The fuzzy Delphi method was used to validate the criteria and sub-criteria taken from the literature. FAHP method to calculate the relative weights of the selected criteria and sub-criteria. The questionnaire (based on the quality dimensions) was applied to a large company located in Paraná, Brazil, which has the intention of implementing PSS. The results show that the criteria that were relevant to the company: C3 (Restructuring) had the high weight (17.80%), C9 (Assurance) (15.38%) and C4 (Innovation and Technology) (13.26%). Regarding sub-criteria (global weight), the most influential are "Sc46 (learning and understanding of requirements of necessity and customer satisfaction) 5.55%), Sc14, Sc15, Sc17 and Sc18 (Restructuring) (3.54%, 3.35%, 3.30% and 3.00% respectively). Thus, this work is expected to contribute to improvement in the management of product-service system (PSS) innovation and to provide competitive advantages.