An Uncertain Decision Making Process Considering Customers and Services in Evaluating Banks

2013 ◽  
Vol 4 (2) ◽  
pp. 48-78 ◽  
Author(s):  
Fatemeh Akbari ◽  
Hamed Fazlollahtabar ◽  
Iraj Mahdavi
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Analytic Network Process ◽  
Customer Relationship ◽  
Fuzzy Decision Making ◽  
Decision Making Process ◽  
Service Firms ◽  
Fuzzy Dematel ◽  
Fuzzy Anp ◽  
Great Achievement

In today’s changing environment two properties are required to service namely good relation with customers and service quality. Nowadays no organization can get great achievement unless it can attract sufficient customers providing better service quality is important for service firms. This paper proposes a novel combined approach utilizing group decision making process to evaluate and rank criteria influencing the customer relationship management and service quality of four banks in Iran based on fuzzy decision making trial and evaluation laboratory (Fuzzy DEMATEL) and fuzzy analytic network process (Fuzzy ANP). Defuzzification of decision makers’ judgments is handled by Converting Fuzzy data into Crisp Scores (CFCS) method. Fuzzy DEMATEL is applied to deal with inner dependencies among criteria. Fuzzy ANP is used to compute final ranking of four banks as an empirical example. An empirical study is presented to illustrate the application of the proposed method.

An Uncertain Decision Making Process Considering Customers and Services in Evaluating Banks

2014 ◽  
pp. 1115-1150
Author(s):  
Fatemeh Akbari ◽  
Hamed Fazlollahtabar ◽  
Iraj Mahdavi
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Customer Relationship ◽  
Fuzzy Decision Making ◽  
Decision Making Process ◽  
Service Firms ◽  
Fuzzy Dematel ◽  
Fuzzy Anp ◽  
Network Process ◽  
Good Relation

In today's changing environment two properties are required to service namely good relation with customers and service quality. Nowadays no organization can get great achievement unless it can attract sufficient customers providing better service quality is important for service firms. This paper proposes a novel combined approach utilizing group decision making process to evaluate and rank criteria influencing the customer relationship management and service quality of four banks in Iran based on fuzzy decision making trial and evaluation laboratory (Fuzzy DEMATEL) and fuzzy analytic network process (Fuzzy ANP). Defuzzification of decision makers' judgments is handled by Converting Fuzzy data into Crisp Scores (CFCS) method. Fuzzy DEMATEL is applied to deal with inner dependencies among criteria. Fuzzy ANP is used to compute final ranking of four banks as an empirical example. An empirical study is presented to illustrate the application of the proposed method.

scholarly journals Evaluating Appointment of Division Managers Using Fuzzy Multiple Attribute Decision Making

Mathematics ◽  
2021 ◽  
Vol 9 (19) ◽  
pp. 2417
Author(s):  
Hsu-Lin Chen ◽  
Yi-Chung Hu ◽  
Ming-Yen Lee
Keyword(s):  
Decision Making ◽  
Organizational Structure ◽  
Analytic Network Process ◽  
Multiple Attribute Decision Making ◽  
Fuzzy Decision Making ◽  
Product Lines ◽  
Fuzzy Dematel ◽  
Fuzzy Delphi ◽  
Multiple Attribute ◽  
A Company

Subsidiaries typically start out as a company division. As the company expands its product lines, the regions it operates in, or the customers it serves, the company is likely to combine the related research and development, procurement, production, and sales departments into a relatively discrete organizational structure. As such, the head of the division is often of equal importance as the company president. In particular, when the product has a competitive advantage, the head of the division has more authority in the company’s future operational planning. Thus, when a company has a multidivisional organizational structure, the heads of those divisions typically have considerable responsibilities. In this study, literature data were combined with a fuzzy Delphi expert questionnaire survey to determine the constructs and criteria for assessing candidates for division manager. Subsequently, the fuzzy decision-making trial and evaluation laboratory (DEMATEL) and the fuzzy DEMATEL-based analytic network process were used to identify the causal relationships between criteria and their weights, and the fuzzy technique for the order of preference by similarity to ideal solution was used to rank the solutions to approximate the company’s optimal candidate for division manager and provide the ideal decision-making solutions, which may offer companies with the reference of selecting the senior executives.

scholarly journals Evaluating Airline Service Quality Using Fuzzy DEMATEL and ANP

2017 ◽  
Author(s):  
Navid Haghighat
Keyword(s):  
Problem Solving ◽  
Service Quality ◽  
Airline Industry ◽  
Quality Evaluation ◽  
Decision Making Process ◽  
Fuzzy Dematel ◽  
Fuzzy Anp ◽  
Ranking Criteria ◽  
Service Quality Evaluation ◽  
Fuzzy Madm

A hybrid fuzzy MADM method is proposed in this paper for evaluating airline service quality. Fuzzy set theory is used since it helps in measuring the ambiguity of concepts associated with human being’s subjective judgment. After reviewing service quality evaluation models especially in airline industry, SSQAI model was adopted as a construct for evaluating airline service quality in Iran. Fuzzy DEMATEL was applied to determine the degree of influence and impact of criteria on each other and extract cause and effect relations between them that helped in ranking criteria based on degree of relationship. Then, ANP network map was constructed based on the relation map generated from Fuzzy DEMATEL analysis. Fuzzy ANP approach assisted in prioritizing criteria based on the need for improvement and enabled in a more accurate measurement in decision making process taking the advantage of using linguistic variables. Fuzzy DEMATEL results demonstrates that expertise, Problem-solving, and conduct has the most influence on other factors and in opposite Valence, Waiting Time, Comfort are the factors which get the most impact from other factors and according to Fuzzy ANP analysis Valence, Convenience, Problem-solving, and Safety&Security are the factors with most priorities that need improvement.

scholarly journals Interrelations among Leadership Competencies of BIM Leaders: A Fuzzy DEMATEL-ANP Approach

2020 ◽  
Vol 12 (18) ◽  
pp. 7830 ◽  
Author(s):  
Seyed Armin Mirhosseini ◽  
Reza Kiani Mavi ◽  
Neda Kiani Mavi ◽  
Behzad Abbasnejad ◽  
Farzaneh Rayani
Keyword(s):  
Decision Making ◽  
Leadership Style ◽  
Implementation Process ◽  
Leadership Competencies ◽  
Analytic Network Process ◽  
Information Modeling ◽  
Fuzzy Decision Making ◽  
Competency Assessment ◽  
Fuzzy Dematel ◽  
Network Process

The use of new, digitally enabled innovations, such as building information modeling (BIM), raises issues such as the delineation of a competent leader. Even though BIM-based competency assessment models have become essential tools for maximizing the potential values of BIM implementation, the current competency models provide limited focus on leadership aspects that facilitate and enhance the BIM implementation efforts. This paper seeks to identify the specific competencies required for BIM implementation and examines the relationships between these competencies. Thirty-two experts from around the globe investigated a total of 15 leadership competencies under three categories pertaining to intellectual, managerial, and emotional leadership. Fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL) was implemented to examine the cause-and-effect relationships among the BIM leadership competencies and fuzzy analytic network process (ANP) was performed to weigh those competencies. Findings show that the intellectual competencies act as the cause group, while managerial and emotional competencies are the effect groups. Moreover, the involving leadership is found to be the more suitable leadership style for BIM professionals, given the current capability and maturity levels of BIM implementation, in order to deal with the required changes throughout the BIM implementation process. This study contributes to the existing body of knowledge in the BIM domain to examine the associated leadership competencies by using the multi-criteria decision-making (MCDM) technique. The results of this research show the relative importance of criteria and sub-criteria, which contributes to further improvement of BIM leadership.

Evaluation of barriers in the adoption of halal certification: a fuzzy DEMATEL approach

2019 ◽  
Vol 14 (1) ◽  
pp. 153-174 ◽  
Author(s):  
Shahbaz Khan ◽  
Mohd Imran Khan ◽  
Abid Haleem
Keyword(s):  
Decision Making ◽  
Design Methodology ◽  
Specific Region ◽  
Integrative Approach ◽  
Decision Making Process ◽  
Management Support ◽  
Fuzzy Dematel ◽  
Content Type ◽  
Certification System ◽  
Expert’S Opinion

PurposeHigher level of customer satisfaction for halal products can be achieved by the effective adoption of halal certification through assessment and accreditation (HCAA). There are certain issues that seem detrimental towards the adoption of HCAA. The purpose of this paper is to identify the major barriers towards the adoption of HCAA and evaluate inter-relationships among them for developing the strategies to mitigate these barriers.Design/methodology/approachThe barriers towards the adoption of HCAA are identified through an integrative approach of literature review and expert’s opinion. The inter-relationship among the identified barriers is evaluated using fuzzy-based decision-making trial and evaluation laboratory (fuzzy DEMATEL) technique, which categorises them into influential and influenced group.FindingsThe evaluation of inter-relationship among barriers using fuzzy DEMATEL indicates four influencing barriers and six influenced barriers towards the adoption of HCAA. Further, findings suggest an extensive government, and management support is vital in terms of commitment, resources and actions to realise the benefits attributed with HCAA.Research limitations/implicationsThe inter-relationship among barriers is contextual and based on the perception of experts which may be biased as per their background and area of expertise. This study pertains to a specific region and can be extended to the generalised certification system.Originality/valueThe empirical base of the research provides the inter-relationship among the barriers towards the adoption of HCAA which can be effectively used as input in the decision-making process by producers, manufacturers and distributor. The policy maker can analyse the cause group and effect group of barriers to formulate policies that would help in the adoption of HCAA.

Barriers to implementing digitalization in the Indian construction industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Avirag Bajpai ◽  
Subhas C. Misra
Keyword(s):  
Decision Making ◽  
Construction Industry ◽  
Research Paper ◽  
Fuzzy Decision Making ◽  
Top Management ◽  
Research Approach ◽  
Extensive Literature ◽  
Total Quality ◽  
Fuzzy Dematel ◽  
Content Type

PurposeThis research paper aims to analyze the critical barriers to implementing digitalization in the Indian construction industry as Indian construction companies are lagging in the implementation of digital technologies in the work environment.Design/methodology/approachIn this research paper, a qualitative research approach is adopted, and multiple detailed interviews are conducted with industry and academic experts. Further, multi-criteria decision-making (MCDM) techniques are used to finalize the prioritization among various alternatives. The fuzzy-decision-making trial and evaluation laboratory (Fuzzy-DEMATEL) and interpretive structural modeling (ISM) techniques are employed to find the exact relationship among the identified alternatives.FindingsThis study identifies 14 critical barriers from an extensive literature review and multiple interviews with industry professionals, and further driving and critical barriers are identified.Research limitations/implicationsIn this research paper, an exploratory study with a limited number of respondents from a large Indian construction company is carried out. Further, a detailed longitudinal analysis can be done to assess the subjectivity of the participants with more advanced statistical tools. However, this research discusses several points pertaining to the implementation of digitalization in the construction industry. The research further identifies the critical barriers to digitalization in the Indian construction industry.Practical implicationsThe finding of the study has two-pronged implications. First, it provides a road-map to the construction industry by highlighting the engagement of top management as the key focus area for successful digitalization. Second, the finding also shows similarity of the digitalization process to the adoption of process improvement techniques like lean and total quality management (TQM), wherein the top management plays a crucial role in ushering in the implementation of a disruptive change.Originality/valueThe research is unique in two ways. First, this is one of the very few attempts to understand digitalization in the Indian context. Second, the research also demonstrates that the combination of fuzzy DEMATEL and ISM techniques can be successfully employed in the emerging field of construction digitalization research.

scholarly journals Identification of Key Influencing Factors of Sustainable Development for Traditional Power Generation Groups in a Market by Applying an Extended MCDM Model

2019 ◽  
Vol 11 (6) ◽  
pp. 1754 ◽  
Author(s):  
Jun Dong ◽  
Dongran Liu ◽  
Dongxue Wang ◽  
Qi Zhang
Keyword(s):  
Power Generation ◽  
Decision Making ◽  
Sustainable Development ◽  
Influencing Factors ◽  
Multiple Criteria Decision Making ◽  
Analytic Network Process ◽  
Fuzzy Decision Making ◽  
Actual Problem ◽  
Five Dimensions ◽  
Fuzzy Delphi

With the deepening reform of the power market, the external environment of China’s power industry is going through a huge change. China’s traditional power generation groups (TPGGs), with assets all over the country, are, due to a lack of market awareness about energy policies, facing serious challenges in developing competitive advantages, improving power transaction modes, optimizing profit models, and even realizing basic corporate strategies. In this study, we focus on identifying the key factors influencing sustainable development in an unprecedented market environment for TPGGs, so as to achieve overall sustainable development for the whole power generation sector in China. A hybrid framework based on Multiple-Criteria Decision-Making (MCDM) was proposed to recognize the key influencing factors under vague rule conditions. We developed a novel method combining three different MCDM methods with triangular fuzzy numbers (TFNs), fuzzy Delphi, fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL), and Analytic Network Process (ANP), to cover uncertainty and make the problem-solving approach closer to the actual problem. A series of analyses indicate that the final 14 factors covering the five dimensions are considered to be important factors in the sustainable development of TPGGs. Based on the results, it can be said that “Gross energy margin” and “Pricing bidding strategy” dominate the impacts of TPGG’s sustainable development. Finally, we give some advice relating to practical measures to help TPGGs achieve sustainable development in the market-oriented industry environment.

scholarly journals Integrating Sustainability in the Quality Assessment of EHEA Institutions: A Hybrid FDEMATEL-ANP-FIS Model

2020 ◽  
Vol 12 (5) ◽  
pp. 1707 ◽  
Author(s):  
Javier Puente ◽  
Isabel Fernandez ◽  
Alberto Gomez ◽  
Paolo Priore
Keyword(s):  
Higher Education ◽  
Decision Making ◽  
Quality Assessment ◽  
Conceptual Model ◽  
Fuzzy Inference ◽  
Multicriteria Decision Making ◽  
Analytic Network Process ◽  
Fuzzy Decision Making ◽  
Inference System ◽  
European Higher Education

This paper proposes the design of a conceptual model of quality assessment in European higher education institutions (HEIs) that takes into account some of the critical reflections made by certain authors in the literature regarding standards and guidelines suggested for this purpose by the European Higher Education Area (EHEA). In addition, the evaluation of the conceptual model was carried out by means of the reliable hybrid methodology MCDM-FIS (multicriteria decision making approach–fuzzy inference system) using FDEMATEL and FDANP methods (fuzzy decision-making trial and evaluation laboratory and FDEMATEL-based analytic network process). The choice of these methodologies was justified by the existing interrelationships among the criteria and dimensions of the model and the degree of subjectivity inherent in its evaluation processes. Finally, it is suggested to include sustainability as a determining factor in the university context due to its great relevance in the training of future professionals.

Application of fuzzy DEMATEL and fuzzy CODAS for analysis of workforce attributes pertaining to Industry 4.0: a case study

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
S Vinodh ◽  
Vishal Ashok Wankhede
Keyword(s):  
Decision Making ◽  
Industry 4.0 ◽  
Skills Training ◽  
Fuzzy Decision Making ◽  
System Modelling ◽  
Fuzzy Decision ◽  
Fuzzy Dematel ◽  
Content Type ◽  
Modern Manufacturing

PurposeThe aim of this study is to analyze workforce attributes related to Industry 4.0 using fuzzy decision-making trial and evaluation laboratory (DEMATEL) and fuzzy combinative distance-based assessment (CODAS).Design/methodology/approachTechnological trends stipulate various revolution in industries. Industry 4.0 is a vital challenge for modern manufacturing industries. Workforce adoption to such challenge is gaining vital importance. Therefore, such workforce-related attributes need to be identified for enhancing their performance in Industry 4.0 environment. In this context, this article highlights the analysis of 20 workforce attributes for Industry 4.0. Relevant criteria are prioritized using fuzzy DEMATEL. Workforce attributes are prioritized using fuzzy CODAS.FindingsThe key attributes are “Skills/training in decision-making (WA2)”, “Competences in complex system modelling and simulation (WA1)” and “Coding skills (WA20)”.Research limitations/implicationsIn the present study, 20 workforce attributes are being considered. In future, additional workforce attributes could be considered.Practical implicationsThe study has been conducted based on inputs from industry experts. Hence, the inferences have practical relevance.Originality/valueThe analysis of workforce attributes for Industry 4.0 using MCDM methods is the original contribution of the authors.

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