Finding critical criteria of evaluating electronic service quality of Internet banking using fuzzy multiple-criteria decision making

2011 ◽  
Vol 11 (4) ◽  
pp. 3764-3770 ◽  
Author(s):  
Yi-Chung Hu ◽  
Pen-Che Liao
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Multiple Criteria Decision Making ◽  
Internet Banking ◽  
Multiple Criteria ◽  
Electronic Service

scholarly journals APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE

2015 ◽  
Vol 16 (5) ◽  
pp. 1034-1068 ◽  
Author(s):  
Abbas Mardani ◽  
Ahmad Jusoh ◽  
Edmundas Kazimieras Zavadskas ◽  
Zainab Khalifah ◽  
Khalil Md Nor
Keyword(s):  
Systematic Review ◽  
Decision Making ◽  
Service Quality ◽  
Airline Industry ◽  
Fuzzy Ahp ◽  
Multiple Criteria Decision Making ◽  
Research Problem ◽  
Multiple Criteria ◽  
Application Area ◽  
Analytic Hierarchy

The main purpose of this paper is to present a systematic review of multiple- criteria decision-making (MCDM) techniques used in the assessment of service qual- ity. This study reviewed a total of 79 articles from 51 journals, published from 2001 to 2015. Articles were classified into 10 application areas and scopes. Furthermore, articles were categorised based on an author, year, application area, the nationality of the author, ‏technique, a number of criteria, research purpose, gap and research problem, results and outcome. The best criteria were determined in each article. The results of this study re- vealed that more papers on MCDM were published in 2011 than in any other year. Inte- grated techniques, analytic hierarchy process (AHP) and fuzzy AHP methods, were ranked as first and second methods in use, respectively. Finally, the airline industry was ranked as the first application area, in which previous studies applied MCDM techniques for the evaluation of the service quality. This research contributes to the existing literature on the service quality and MCDM. The research outputs are valuable to academics scholars and leaders of organisations and industries in the field of service quality evaluation.

scholarly journals Application of an Integrated Model with MCDM and IPA to Evaluate the Service Quality of Transshipment Port

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Chien-Chang Chou ◽  
Ji-Feng Ding
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Location Choice ◽  
Multiple Criteria Decision Making ◽  
Integrated Model ◽  
Service Quality Evaluation ◽  
Complex Decision Making ◽  
Complex Decision

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.

Sign in / Sign up

Export Citation Format

Share Document