Paper Info
Title
An Uncertain Decision Making Process Considering Customers and Services in Evaluating Banks: A Case Study
Abstract
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.
Year
DOI
Venue
2013
10.4018/jsds.2013040104
IJSDS
Keywords
Field
DocType
service quality,group decision,fuzzy dematel,converting fuzzy data,uncertain decision,fuzzy anp,case study,evaluation laboratory fuzzy dematel,fuzzy decision,decision maker,better service quality,service firm
Customer relationship management,Economics,Defuzzification,Service quality,Ranking,Fuzzy logic,Operations research,Operations management,Decision-making,Management science,Empirical research,Group decision-making
Journal
Volume
Issue
Citations 
4
2
4
PageRank 
References 
Authors
0.53
17
3
Name
Order
Citations
PageRank
Fatemeh Akbari140.53
Hamed Fazlollahtabar28514.92
Iraj Mahdavi338832.30