Service quality evaluation and ranking of container terminal operators through hybrid multi-criteria decision making methods

It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.

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AN ONLINE REVIEWS INFORMATION FUSION METHOD AND ITS APPLICATION TO PUBLIC PROPERTY SERVICE QUALITY EVALUATION

International Journal of Strategic Property Management ◽

10.3846/ijspm.2022.16172 ◽

2022 ◽

Vol 0 (0) ◽

pp. 1-10

Author(s):

Shanshan Lin ◽

Wenjin Zuo ◽

Hualin Lin ◽

Qiang Hu

Keyword(s):

Decision Making ◽

Service Quality ◽

Information Fusion ◽

Quality Evaluation ◽

Rapid Development ◽

Online Reviews ◽

Management Decision ◽

Fusion Method ◽

Scaling Method ◽

Service Quality Evaluation

With the rapid development of computer networking technology, people pay more and more attention to the role of online reviews in management decision making. The existing methods of online reviews fusion are limited to rational decision-making behavior, which does not accord with the characteristics of evaluators’ behavior characteristics in the real environment. In order to solve the online reviews fusion problem based on bounded rational behavior which is closer to the reality of property service quality evaluation, the multi-index and multi-scale (MIMS) method is extended into the generalized form, the online reviews are quantified by using the adverb structure scaling method, and an online reviews fusion method based on the improved TODIM (an acronym in Portuguese of interactive and multi-criteria decision making) model is proposed. The feasibility and effectiveness of the proposed method are verified by an example analysis of property service quality evaluation. The research results are as follows: the adverb structure scaling method is suitable for a large number of online reviews processing, the proposed method improves the efficiency of online reviews information fusion, and it is feasible and effective to evaluate property service quality based on the bounded rationality of evaluator’s behavior.

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APPLYING LINGUISTIC DECISION-MAKING METHOD TO DEAL WITH SERVICE QUALITY EVALUATION PROBLEMS

International Journal of Uncertainty Fuzziness and Knowledge-Based Systems ◽

10.1142/s0218488501001022 ◽

2001 ◽

Vol 09 (supp01) ◽

pp. 103-114 ◽

Cited By ~ 38

Author(s):

CHEN T. CHEN

Keyword(s):

Decision Making ◽

Service Quality ◽

Quality Evaluation ◽

Fuzzy Numbers ◽

Service Process ◽

Quality Level ◽

Service Quality Evaluation ◽

Linguistic Decision Making ◽

Linguistic Labels ◽

Management Issues

Today the evaluation of service quality is one of the most important management issues for every organization. An important feature of the service process is the degree of customer influence on the service process. A characteristic of service quality evaluation is that it consists of both tangible and intangible factors. In this paper the customers' subjective opinions and the weights of factors are described by linguistic labels which can be expressed in trapezoidal fuzzy numbers. After aggregating these linguistic labels, a linguistic decision–making method is proposed to evaluate the service quality level of each organization. Finally, a numerical example is shown to highlight the procedure of the proposed method at the end of this paper.

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