AN ONLINE REVIEWS INFORMATION FUSION METHOD AND ITS APPLICATION TO PUBLIC PROPERTY 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.

The Service Quality Evaluation of Agricultural E-Commerce Based on Interval-Valued Intuitionistic Fuzzy GRA Method

The service quality evaluation of agricultural business-to-customer (B2C) e-commerce is viewed as a multiattribute group decision-making (MAGDM) activity. Thus, a useful MAGDM process is required. Based on the grey relational analysis (GRA) process and the interval-valued intuitionistic fuzzy set (IVIFS), this study defines an interval-valued intuitionistic fuzzy (IVIF) GRA process to depict the service quality of agricultural B2C e-commerce. This is important to agricultural B2C e-commerce because this industry increases rapidly and many new services are innovated. In this article, some necessary definitions related to IVIFSs are reviewed. Additionally, criteria weights are derived using the Criteria Importance Through Intercriteria Correlation method (CRITIC). Subsequently, the GRA method is extended to incorporate IVIFs to obtain a final service alternative. All alternatives can then be ranked, and the best service quality option can be identified and promulgated. Finally, a numerical example and some useful comparative studies are obtained. The analysis results show that the defined algorithm is effective for identifying the service qualities of agricultural B2C e-commerce, which provide a new assessment method for MAGDM.

A Review of Methodological Approaches and Modeling Techniques in Service Quality Evaluation of Surface Transportation during the Last Decade

During the duration of the last decade, a growing interest has been noticed among transport practitioners and researchers to better understand the concept of service quality in the field of surface transportation and identify important service quality (SQ) attributes of different transportation services since these results have implications for transport managers. Due to advancements in computer technology and the availability of software packages, researchers are better able to extract meaningful results from passengers’ opinions collected through stated preference surveys and communicate their findings to transport managers looking to ameliorate SQ to boost ridership on a limited budget. Since the concept of SQ is itself complex owing to the nature of the service itself compared to a tangible product and characteristics of SQ attribute, different advanced modelling techniques based on multivariate analysis, machine learning, and artificial intelligence paradigms have become popular tools among researchers. This paper aims to summarize the trends of the SQ research in the field of surface transportation during the last decade with a focus on the methodological approaches and modelling techniques and delineate future directions for research in this field.

Power Outage Sensing Device based on IOT for Service Quality Evaluation in the PLN Distribution System

In overcoming electrical disturbances, PLN implements an equipment protection system that aims to reduce the areas experiencing power outage. However, this protection system has not been integrated with the SCADA system. As a parameter to maintain customer service continuity, PLN uses customer-based indexes, i.e., the Customer Average Interruption Duration Index (CAIDI) and Customer Average Interruption Frequency Index (CAIFI). In the calculation of those index values, the record of power outage occurrence at PLN is still not accurate because the duration and frequency of power outage based on customer complaints. In this study, a Power Outage Sensing device is installed on the secondary distribution system transformer 380/220 which can ensure the location, record the frequency and duration of power outage and serve customers in real time based on IOT using WEMOS D1 and optocoupler sensors which can then be accessed on a web. In its implementation, all power outage is recorded in the database and can be accessed on the web interface. This device can speed up the recovery of disturbances in the system after an outage and perform accurate CAIDI and CAIFI index calculations as customer service evaluations.

A Property Perceived Service Quality Evaluation Method for Public Building Based on Multi-Source Heterogeneous Information Fusion

The basic information of property perceived service quality (PPSQ) evaluation for public building has the characteristics of multi-source heterogeneity, which challenges the traditional perceived service quality evaluation methods. Based on the classical linear programming technique for multidimensional analysis of preference (LINMAP), a multi-objective LINMAP model is constructed and a new PPSQ evaluation method is proposed to solve such problems. Constructing the multi-objective LINMAP model is the core of constructing the new PPSQ evaluation method. The construction idea of the multi-objective LINMAP model is as follows: First, the multi-source heterogeneous evaluation information is normalized based on the TOPSIS idea. Then, the LINMAP model is extended by using the objective function which is constructed with the minimum variance between the multi-source evaluation information. Finally, the source weight and index weight are determined by the above model, the comprehensive distance of each property service project is calculated, and the best choice of property service project is found. The case study verifies the feasibility and effectiveness of the multi-objective LINMAP model, but also reflects the new requirement of comprehensively and objectively evaluates PPSQ for public building.

An integrated approach for service quality evaluation of online health communities based on q-rung orthopair fuzzy linguistic aggregation operators

Online health communities (OHCs) have emerged as a significant platform for people communicating health information and self-healthcare management. In recent, the researches focusing on its performance measurement and the service quality evaluation have drawn intensive attention. Although some qualitative methods have made evaluation and analyses for the OHCs performance, the studies based on fuzzy multi-attribute decision making theory are rarely developed in the service quality evaluation of OHCs. In view of the complexity and uncertainty of evaluation mission, this paper develops an integrated evaluation approach of the OHC service quality based on the q-rung orthopair fuzzy linguistic aggregation operators. Firstly, we propose the cross-entropy of q-rung orthopair fuzzy numbers, which is applied in solving the optimal weight of indicators by a linear programming model. Next, the q-rung orthopair fuzzy linguistic power average (q-ROFLPA) and q-rung orthopair fuzzy linguistic partitioned dual Maclaurin symmetric mean (q-ROFLPDMSM) operators are developed for aggregating the assessment information and ranking the OHCs. Based on the proposed aggregation operators, the evaluation indicator system and an evaluation framework are constructed to accomplish the service quality evaluation of OHCs. Finally, a practical evaluation case of OHCs is provided to demonstrate the reliability and advantages of the proposed approach.