An Extended Shapley TODIM Approach Using Novel Exponential Fuzzy Divergence Measures for Multi-Criteria Service Quality in Vehicle Insurance Firms

Classification of the divergence measure for fuzzy sets (FSs) has been a successful approach since it has been utilized in several disciplines, e.g., image segmentation, pattern recognition, decision making, etc. The objective of the manuscript is to show the advantage of the combined methodology. A comparison clearly shows the usefulness of the proposed technique over the existing ones under the fuzzy environment. This study presents novel exponential-type divergence measures with some elegant features, which can be applied to FSs. Next, a TODIM (an acronym in Portuguese for Interactive Multicriteria Decision Making) approach derived from prospect theory, Shapley function, and divergence measure for multi-criteria decision-making (MCDM) is proposed. Besides, for the reason of evaluating the dominance degree of the option, and the weights of the criteria, proposed divergence measures are implemented. Evaluating and selecting the service quality is the most important issue in management; it has a direct influence on the way the manufacturer performs its tasks. Selecting the service quality can be thought of as a problem of MCDM involving numerous contradictory criteria (whether of a quantitative or qualitative nature) for the evaluation processes. In recent years, the service quality assessment is becoming increasingly complex and uncertain; as a result, some criteria assessment processes cannot be efficiently done by numerical assessments. In addition, decision experts (DEs) may not always show full rationality in different real-life situations that need decision making. Here, a real service quality evaluation problem is considered to discuss the efficacy of the developed methods. The algorithm (TODIM based on the Shapley function and divergence measures) has a unique procedure among MCDM approaches, which is demonstrated for the first time in this paper.