A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach

Expert Systems with Applications

Volumn 36, Issue 4, 2009, Pages 7738-7748

  Tseng, Ming Lang ^a  

^a MINGDAO UNIVERSITY   (Taiwan)

Author keywords

DEMATEL; Fuzzy set theory; Grey theory; Service quality

Indexed keywords

FUZZY SETS; PROGRAMMING THEORY; SET THEORY;

CUSTOMER EXPECTATIONS; DECISION-MAKING MODELS; DEMATEL; FUZZY SET THEORY; GREY THEORY; POSSIBILITY DEGREES; REAL ESTATE AGENTS; RESEARCH USE; SERVICE QUALITY; SOLVING PROCEDURES; STRATEGIC DIRECTIONS; TRIANGULAR FUZZY NUMBERS;

AGENTS;

EID: 60249099341     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2008.09.011     Document Type: Article

References (56)

1. Akbaba A. Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management 25 (2006) 170-192
2. Albacete-Sa'ez A.C., Fuentes-Fuentes M.M., and Llore'ns-Montes J.F. Service quality measurement in rural accommodation. Annals of Tourism Research 31 1 (2007) 45-65
3. Al-Najjar B., and Alsyouf I. Selecting the most efficient maintenance approach using fuzzy multiple criteria decision making. International Journal of Production Economics 84 1 (2003) 85-100
4. Asan U., Bozdag C.E., and Polat S. A fuzzy approach to qualitative cross impact analysis. Omega, International Journal of Management Science 32 6 (2004) 443-458
5. Babakus E., and Boller G.W. An empirical assessment of the SERVQUAL scale. Journal of Business Research 24 (1992) 253-268
6. Bellman R.E., and Zadeh L.A. Decision making in a fuzzy environment. Management Science 17 4 (1970) 141-164
7. Benitez J.M., Martin J.C., and Roman C. Using fuzzy number for measuring quality of service in hotel industry. Tourism Management 28 (2007) 544-555
8. Caruana A. Service quality: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing 36 (2002) 7/8
9. Chen C.T. Extensions of the TOPSIS for group decision-making under fuzzy environment. Fuzzy sets and systems 114 (2000) 1-9
10. Chen M.F., and Tzeng G.H. combining grey relation and TOPSIS concept for selecting an expatriate host country. Mathematical and Computer Modeling 40 (2004) 1473-1490
11. Cronbach L.J. Coefficient alpha and the internal structure of tests. Psychometrika 16 (1951) 297-334
12. Dabholkar P.A., Thorpe D.I., and Rentz J.O. A measure of service quality for retail stores: Scale development and validation. Journal of Academic Marketing science 24 1 (1996) 3-16
13. Deng J.L. The introduction of grey system. The Journal of Grey System 1 1 (1982) 1-24
14. Farmer D. Purchasing myopia revisited. European Journal of Purchasing and Supply Management 3 1 (1997) 1-8
15. Flynn B., Sakakibara S., Schroeder R.G., Bates K.A., and Flynn J.B. Empirical research methods in operations management. Journal of Operations Management 9 (1990) 250-284
16. Fontela, E., & Gabus, A. (1976). The DEMATEL observer, DEMATEL 1976 report. Switzerland, Geneva: Battelle Geneva Research Center.
17. Gabus, A., & Fontela, E. (1973). Perceptions of the world problematique: Communication procedure, communicating with those bearing collective responsibility, DEMATEL report no. 1, Geneva, Switzerland: Battelle Geneva Research Centre.
18. Gabus, A., & Fontela, E. (1974). Perceptions of the world problematique: Communication Procedure, communicating with those bearing collective responsibility, DEMATEL report no. 1, Geneva, Switzerland: Battelle Geneva Research Centre.
19. Getty J., and Thompson K. A procedure for scaling perceptions of lodging quality. Hospitality Research Journal 18 2 (1994) 75-96
20. Grönroos C. A service quality model and its marketing implications. European Journal of Marketing 18 4 (1984) 36-44
21. Grönroos C. Quality comes to service. In: Scheuing E.E., and Christopher W.F. (Eds). The service quality handbook (1993), AMACOM, New York 17-24
22. Hair, Anderson, Tatham, and Black. Multivariate analysis. 5th ed. (1998), Prentice-Hall International
23. Harland CM., Lamming R.C., and Cousin P.D. Developing the concept of supply strategy. International Journal of Operation and Production Management 19 7 (1999) 650-673
24. Herrera F., Herrera-Viedma E., and Martinez L. A fusion approach for managing multi-granularity linguistic term sets in decision making. Fuzzy Sets and Systems 114 (2000) 43-58
25. Hori S., and Shimizu Y. Designing methods of human interface for supervisory control systems. Control Engineering Practice 7 11 (1999) 1413-1419
26. Jun M., Peterson R.T., and Zsidisin G.A. The identification and measurement of quality dimensions in health care: Focus group interview results. Health Care Management Review 23 4 (1998) 81-96
27. Kang H., and Bradley G. Measuring the performance of IT services: An assessment of SERVQUAL. International Journal of Accounting Information Systems 3 (2002) 151-164
28. Lee M.A., and Yom Y.H. A comparative study of patients' and nurses' perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Study 44 (2007) 545-555
29. Liou J.J.H., and Tzeng G.H. A non-additive model for evaluating airline service quality. Journal of Air Transportation Management 13 (2007) 131-138
30. Li G.D., Yamaguchi D., and Nagai M. A grey based decision making approach to supplier selection problem. Mathematical and Computer Modelling 46 (2007) 573-581
31. Malhotra M.K., and Grover V. An assessment of survey research in POM: From constructs to theory. Journal of Operation Management 16 (1998) 407-425
32. Morash E.A., and Ozment J. Toward management of transportation service quality. Logistics and Transportation Review 30 (1994) 115-140
33. Nunally J.C. Psychometric methods (1978), McGraw-Hill, New York
34. Parasuraman A., Berry L.L., and Zeithaml V.A. A refinement and reassessment of the SERVQUAL scale. Journal of Retailing 67 4 (1991) 420-450
35. Parasuraman A., Zeithaml V.A., and Berry L.L. A conceptual model of service quality and its implications for future research. Journal of Marketing 49 (1985) 41-50
36. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1988) 12-37
37. Parasuraman A., Zeithaml V.A., and Berry L.L. Reassessment of expectations as a comparison in measuring service quality: Implications for further research. Journal of Marketing 58 1 (1994) 111-124
38. Sankar N.R., and Prabhu B.S. Modified approach for prioritization of failures in a system failure mode and effects analysis. International Journal of Quality Reliability Management 18 3 (2001) 324-335
39. Seyed-Hosseini S.M., Safaei N., and Asgharpour M.J. Reprioritization of failures in a system failure mode and effects analysis by decision making trial and evaluation laboratory technique. Reliability Engineering & System Safety 91 8 (2006) 872-881
40. Smith, A. M. (1995). The consumers' evaluation of service quality: An examination of the SERVQUAL methodology. Doctoral dissertation, University of Manchester, 1995. British Thesis Service, D189377.
41. Stanley L.L., and Wisner J.D. Service quality along the supply chain: Implications for purchasing. Journal of Operations Management 19 3 (2001) 287-306
42. Sultan F., and Simpson M.C. International service variants: Airline passenger expectations and perceptions of service quality. Journal of Service Marketing 14 (2000) 188-216
43. Teas R.K. Expectations, performance evaluation and consumer' perception of quality. Journal of Marketing 57 4 (1993) 18-34
44. Tsaur S.H., Chang T.Y., and Yen C.H. The evaluation of airline service quality by fuzzy MCDM. Tourism Management 23 2 (2002) 107-115
45. Tzeng G.H., Chiang C.H., and Li C.W. Evaluation intertwined affect in - e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL. Expert Systems with Applications 32 (2007) 1028-1044
46. Von Altrock C. Fuzzy logic and neurofuzzy applications in business and finance (1996), Prentice-Hall, New Jersey
47. Wang Y.X. Application of fuzzy decision optimum model in selecting supplier. The Journal of Science Technology and Engineering 5 15 (2005) 1100-1103
48. Wang M.J.J., and Chang T.C. Tool steel materials selection under fuzzy environment. Fuzzy Sets and Systems 72 (1995) 263-270
49. Wang R.C., and Chuu S.J. Group decision-making using a fuzzy linguistic approach for evaluating the flexibility in a manufacturing system. European Journal of Operational Research 154 (2004) 363-572
50. Warfield J.N. Social systems: Planning policy and complexity (1976), John Wiley and Sons, New York
51. Weiermair K., and Fuchs M. Measuring tourist judgment on service quality. Annals of Tourism Research 26 4 (1999) 1004-1021
52. Wu W.W. Choosing knowledge management strategies by using a combined ANP and DEMATEL approach. Expert Systems with Applications 35 3 (2008) 828-835
53. Wu W.-W., and Lee Y.-T. Developing global managers' competencies using the fuzzy DEMATEL method. Expert Systems with Applications 32 2 (2007) 499-507
54. Zadeh L.A. Fuzzy set. Information and Control 8 (1965) 338-353
55. Zadeh L.A. The concept of a linguistic variable and its application to approximate reasoning. Information Sciences 8 (1975) pp. 199-249 (I); pp. 301-357 (II); vol. 9, pp. 43-80 (III)
56. Zhang J., Wu D., and Olsen D.L. The method of grey related analysis to multiple attribute decision making problems with interval numbers. Mathematical and Computer Modeling 42 (2005) 991-998