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APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE
16 references·16 citing·47 second hopsampled
APPLICATION OF MULTIPLE-CRITERIA DECISION-MAKING TECHNIQUES AND APPROACHES TO EVALUATING OF SERVICE QUALITY: A SYSTEMATIC REVIEW OF THE LITERATURE (2015)APPLICATION OF MULTIPLE-CRITERIA DECISION…International Review of Management and Business Research (2021)International Review of Manag…WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS (2020)WSEAS TRANSACTIONS ON BUSINES…Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan (2014)Fuzzy VIKOR method: A case st…MULTIPLE CRITERIA DECISION MAKING (MCDM) METHODS IN ECONOMICS: AN OVERVIEW / DAUGIATIKSLIAI SPRENDIMŲ PRIĖMIMO METODAI EKONOMIKOJE: APŽVALGA (2011)MULTIPLE CRITERIA DECISION MA…A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry (2011)A combined fuzzy AHP and fuzz…Evaluation of the factors that determine quality in higher education: an empirical study (2010)Evaluation of the factors tha…An evaluation of airline service quality using the fuzzy weighted SERVQUAL method (2010)An evaluation of airline serv…Multi-criteria analysis: a manual (2009)Multi-criteria analysis: a ma…A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach (2008)A causal and effect decision …Using fuzzy number for measuring quality of service in the hotel industry (2006)Using fuzzy number for measur…Multi-criteria evaluation of the web-based e-learning system: A methodology based on learner satisfaction and its applications (2006)Multi-criteria evaluation of …European Transport \ Trasporti Europei (2005)European Transport \ Trasport…The evaluation of airline service quality by fuzzy MCDM (2002)The evaluation of airline ser…A survey analysis of service quality for domestic airlines (2002)A survey analysis of service …Service quality perspectives and satisfaction in private banking (2000)Service quality perspectives …Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…An integrated intelligent decision support framework for the development of photovoltaic solar power (2023)An integrated intelligent dec…An overview of fuzzy multi-criteria decision-making methods in hospitality and tourism industries: bibliometrics, methodologies, applications and future directions (2022)An overview of fuzzy multi-cr…The Application of Multicriteria Decision Analysis Methods in Health Care: A Literature Review (2021)The Application of Multicrite…An integrated SWOT based fuzzy AHP and fuzzy MARCOS methodology for digital transformation strategy analysis in airline industry (2021)An integrated SWOT based fuzz…A Novel Approach for Group Decision Making Based on the Best–Worst Method (G-BWM): Application to Supply Chain Management (2021)A Novel Approach for Group De…A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP (2020)A new digital service quality…Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels (2019)Revealing customers’ satisfac…Multi-criteria decision making methods: Application in the aviation industry (2019)Multi-criteria decision makin…Cold Chain Logistics Management of Medicine with an Integrated Multi-Criteria Decision-Making Method (2019)Cold Chain Logistics Manageme…Sustainable Urban Transport Development with Stakeholder Participation, an AHP-Kendall Model: A Case Study for Mersin (2018)Sustainable Urban Transport D…Multiple-Criteria Decision-Making (MCDM) Techniques for Business Processes Information Management (2018)Multiple-Criteria Decision-Ma…Decision Making Methods Based on Fuzzy Aggregation Operators: Three Decades Review from 1986 to 2017 (2018)Decision Making Methods Based…Construction of capital procurement decision making model to optimize supplier selection using Fuzzy Delphi and AHP-DEMATEL (2018)Construction of capital procu…Application of data envelopment analysis models in supply chain management: a systematic review and meta-analysis (2017)Application of data envelopme…A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria (2017)A new hybrid simulation-based…MULTI-CRITERIA DECISION MAKING IN CIVIL ENGINEERING: PART I – A STATE-OF-THE-ART SURVEY (2016)MULTI-CRITERIA DECISION MAKIN…Decision Theory: An Introduction to the Mathematics of Rationality (1988)Making Hard Decisions, an Introduction to Decision Analysis (1992)Decisions with Multiple Objectives: Preferences and Value Tradeoffs. (1994)Priority setting of health interventions: the need for multi-criteria decision analysis. (2006)Integrated Risk and Uncertainty Assessment of Climate Change Response Policies (2015)Sustainable supplier selection: A novel integrated fuzzy best worst method (F-BWM) and fuzzy CoCoSo with Bonferroni (CoCoSo’B) multi-criteria model (2020)Fuzzy sets (1965)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)An integrated DEMATEL-ANP approach for renewable energy resources selection in Turkey (2016)A review on TOPSIS method and its extensions for different applications with recent development (2023)The analytic hierarchy process : planning, priority setting, resource allocation (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Higher education quality assessment model: towards achieving educational quality standard (2015)Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities (2016)Evaluating service quality and performance of higher education institutions: a systematic review and a post-COVID-19 outlook (2021)The Commitment-Trust Theory of Relationship Marketing (1994)Barriers and benefits in the adoption of e‐government (2004)Measuring service quality in higher education: HEdPERF versus SERVPERF (2006)Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty (2016)A scaling method for priorities in hierarchical structures (1977)Comparative analysis of MCDM methods for the assessment of sustainable housing affordability (2015)ELECTRE: A comprehensive literature review on methodologies and applications (2015)Theory of games and economic behavior (2019)Are MCDA Methods Benchmarkable? A Comparative Study of TOPSIS, VIKOR, COPRAS, and PROMETHEE II Methods (2020)The Analytic Hierarchy Process (1985)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Online or face-to-face? Students' experiences and preferences in e-learning (2010)Perceived satisfaction, perceived usefulness and interactive learning environments as predictors to self-regulation in e-learning environments (2012)Education for sustainable development through e-learning in higher education: experiences from Portugal (2014)Fuzzy sets (1996)A fuzzy AHP and BSC approach for evaluating performance of IT department in the manufacturing industry in Taiwan (2006)Application of TOPSIS in evaluating initial training aircraft under a fuzzy environment (2006)Fuzzy Multicriteria Decision-Making: A Literature Review (2015)Coefficient Alpha and the Internal Structure of Tests (1951)A fuzzy AHP-TOPSIS framework for ranking the solutions of Knowledge Management adoption in Supply Chain to overcome its barriers (2013)Improving sustainable supply chain management using a novel hierarchical grey-DEMATEL approach (2015)Critical success factors of sustainable project management in construction: A fuzzy DEMATEL-ANP approach (2018)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Refinement and reassessment of the SERVQUAL scale. (1991)The Behavioral Consequences of Service Quality (1996)Knowledge management and business performance: Does innovation matter? (2017)Micro, small, and medium enterprises (MSMEs) and poverty reduction: empirical evidence from Indonesia (2020)Students` Perspectives on the Use of Innovative and Interactive Teaching Methods at the University of Nouakchott Al Aasriya, Mauritania: English Department as a Case Study (2021)Customer satisfaction and loyalty in online and offline environments (2003)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)
this work references cited by second hop· second hop is a sample of the most-cited connections

References

  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 2002The evaluation of airline service quality by fuzzy MCDM890 cited
  • 2011MULTIPLE CRITERIA DECISION MAKING (MCDM) METHODS IN ECONOMICS: AN OVERVIEW / DAUGIATIKSLIAI SPRENDIMŲ PRIĖMIMO METODAI EKONOMIKOJE: APŽVALGA840 cited
  • 2009Multi-criteria analysis: a manual756 cited
  • 2000Service quality perspectives and satisfaction in private banking498 cited
  • 2008A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach426 cited
  • 2006Multi-criteria evaluation of the web-based e-learning system: A methodology based on learner satisfaction and its applications419 cited
  • 2010Evaluation of the factors that determine quality in higher education: an empirical study410 cited
  • 2021International Review of Management and Business Research405 cited
  • 2011A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry393 cited
  • 2006Using fuzzy number for measuring quality of service in the hotel industry375 cited
  • 2002A survey analysis of service quality for domestic airlines350 cited
  • 2020WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS347 cited
  • 2005European Transport \ Trasporti Europei335 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method293 cited
  • 2014Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan266 cited
  • Cited by

    • 2019Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels254 cited
    • 2018Decision Making Methods Based on Fuzzy Aggregation Operators: Three Decades Review from 1986 to 2017117 cited
    • 2017Application of data envelopment analysis models in supply chain management: a systematic review and meta-analysis116 cited
    • 2019Multi-criteria decision making methods: Application in the aviation industry109 cited
    • 2021An integrated SWOT based fuzzy AHP and fuzzy MARCOS methodology for digital transformation strategy analysis in airline industry97 cited
    • 2018Multiple-Criteria Decision-Making (MCDM) Techniques for Business Processes Information Management96 cited
    • 2020A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP92 cited
    • 2019Cold Chain Logistics Management of Medicine with an Integrated Multi-Criteria Decision-Making Method91 cited
    • 2017A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria89 cited
    • 2021A Novel Approach for Group Decision Making Based on the Best–Worst Method (G-BWM): Application to Supply Chain Management83 cited
    • 2016MULTI-CRITERIA DECISION MAKING IN CIVIL ENGINEERING: PART I – A STATE-OF-THE-ART SURVEY76 cited
    • 2018Sustainable Urban Transport Development with Stakeholder Participation, an AHP-Kendall Model: A Case Study for Mersin68 cited
    • 2021The Application of Multicriteria Decision Analysis Methods in Health Care: A Literature Review65 cited
    • 2022An overview of fuzzy multi-criteria decision-making methods in hospitality and tourism industries: bibliometrics, methodologies, applications and future directions60 cited
    • 2018Construction of capital procurement decision making model to optimize supplier selection using Fuzzy Delphi and AHP-DEMATEL60 cited
    • 2023An integrated intelligent decision support framework for the development of photovoltaic solar power49 cited