A fuzzy service quality based approach for performance evaluation of educational units

Educational unites try to make efficient use of resources to achieve higher service qualities. This paper presents a new hybrid fuzzy approach based on service quality for performance evaluation of educational units. The proposed approach includes four stages: firstly, evaluation and gap analysis of students' expectations and perceptions in the service quality of educational units are performed based on fuzzy SERVQUAL questionnaires. In the second stage, the corresponding weights of dimensions and sub-dimensions of SERVQUAL are determined via fuzzy AHP method. In the third stage, the educational units are ranked using fuzzy TOPSIS method with respect to service quality sub-dimensions. Finally, a fuzzy DEA method is applied to determine the efficiency of educational units based on their service quality ratings. The approach is used for performance evaluation of eight higher education institutes in Iran. The proposed approach increased the accuracy of performance evaluation of educational units based on service quality.     

基于模糊综合评价法的物流服务质量研究

服务质量是物流企业生存的根本,用差距分析模型构建从客户角度出发的服务质量评价指标体系,在改进的层次分析法中构造三标度的比较矩阵,通过导出一致阵的方法确定指标的权重,用模糊综合评价法对物流企业的服务质量进行了综合评价,并对综合评价的结果进行分析。这对控制和提高物流企业的服务质量具有指导意义。     

桥梁工程项目管理质量的模糊综合评价研究

项目管理者对桥梁工程项目及其资源进行计划、组织、协调和控制过程中,桥梁工程项目管理质量综合评价是实现桥梁工程项目的综合管理效果达到最优的重要因素.桥梁工程项目管理质量综合评价问题研究并不成熟,本文在阐述了桥梁工程项目管理质量综合评价的概念后,建立了能够反应桥梁工程项目管理质量综合评价指标体系,探讨了从综合评价的角度应用模糊综合评价方法进行桥梁工程项目管理质量评价的实现过程,为管理人员理性决策提供理论依据,有利于管理层及时改进管理办法,为促进我国桥梁工程项目管理质量的发展提供帮助.     

Outsourcing logistics operations in circular economy towards to sustainable development goals

One of novel manners to achieve sustainable development is concentrating on circular economy in order to manage greenhouse gas emissions, energy consumption, and waste. It also helps to protect the environment and optimize usage of input resources. The main element of circular economy is closed-loop supply chain which covers both forward and reverse products flows. This study aims to outsource logistics operations in a closed-loop supply chain. An innovative analytical multi-step fuzzy decision-making method is proposed to rank sustainable third-party logistics service providers (3PLSPs). Fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL) is first used to evaluate the relationships among the main criteria. Then, fuzzy analytic network process (ANP) is applied to weight the determined set of criteria. In order to develop the hybrid fuzzy DEMATEL-ANP method and to simplify the computation, the expert judgment method is used between the two techniques as a middle step to reduce the number of criteria. As many of the criteria overlap with each other on content and context, expert opinions are used to shortlist and rank the criteria. Finally, the 3PLSPs are ranked through the fuzzy complex proportional assessment (COPRAS) method. To validate the practicability and applicability of the improved decision-making model, a household appliance case study is applied with data obtained from industry experts. In this case, five service providers are considered and ranked, while the first one gets the best score. A sensitivity analysis is performed by altering the criteria weights to validate the proposed approach, data, and the obtained results. In terms business and the environment, this study provides success critical criteria for decision-making problems in circular economy for addressing sustainable development.     

QaaS (quality as a service) model for web services using big data technologies

Quality of service (QoS) determines the service usability and utility and both of which influence the service selection process. The QoS varies from one service provider to other. Each web service has its own methodology for evaluating QoS. The lack of transparent QoS evaluation model makes the service selection challenging. Moreover, most QoS evaluation processes do not consider their historical data which not only helps in getting more accurate QoS but also helps for future prediction, recommendation and knowledge discovery. QoS driven service selection demands a model where QoS can be provided as a service to end users. This paper proposes a layered QaaS (quality as a service) model in the same line as PaaS and software as a service, where users can provide QoS attributes as inputs and the model returns services satisfying the user’s QoS expectation. This paper covers all the key aspects in this context, like selection of data sources, its transformation, evaluation, classification and storage of QoS. The paper uses server log as the source for evaluating QoS values, common methodology for its evaluation and big data technologies for its transformation and analysis. This paper also establishes the fact that Spark outperforms the Pig with respect to evaluation of QoS from logs.     

Combining the Fuzzy Analytic Hierarchy Process and the fuzzy Delphi method for developing critical competences of electronic commerce professional managers

This study proposes a novel approach that integrates the qualitative approach, the quantitative approach, and fuzzy set theory for developing a framework of critical managerial competences of electronic commerce (EC) professional managers. The approach combines a focus group, a fuzzy Delphi method and the Fuzzy Analytic Hierarchy Process (Fuzzy AHP) for identifying competences via experts’ opinions and questionnaires for developing the framework of managerial EC professional managers. Comparing the competences of traditional managers and EC managers reveals main differences in the emphasis on EC manager professional skills. Furthermore, competency weights for EC managers lie particularly in domain knowledge and information management skills. Research results reveal that our proposed EC competence framework not only help firms in selecting/hiring high quality EC professional managers more objectively, but also in evaluating the performance of EC managers.     

A proposed method to evaluate the quality of services using Fuzzy sets theory

This paper seeks to provide the services sector with a focus on the assessment of quality and for this purpose, a technique that may able a quantitative approach to evaluating quality is proposed. The use of the fuzzy sets theory to process data was used, thus allowing a more flexible and suitable insight into the characteristics of the service sector. An extension of the technique for order performance by similarity to the ideal solution was used. This informs managers of the distance from the company $\prime $ s current level of quality, if compared to a company of perfect quality by means of an overall evaluation. The same technique was used to detect changes in the level of quality during the period surveyed by using a stratified assessment. Finally, a practical application of the approach proposed is presented.     

Supplier evaluation in local public services: Application of a model of value for customer

A methodology for evaluating the supplier's performance in a standardised public service is presented with a theoretical application to the water service. It aims at supporting the managers in their efforts to improve the service provided. The basic concept is that the quality of service depends on the quality of the supplier's performances. It is then possible to determine such performances in terms of technical and functional quality as linked with customer satisfaction. It can be expressed in terms of the prevalent value model for the users and the quality of interaction between customer and supplier is a function of the quality of service provided (Q_s). An agent-based model can be defined for simulating the interaction among the actors.     

A multiple criteria methodology for priority based portfolio selection

This paper presents a new methodology combining multiple criteria sorting or ranking methods with a project portfolio selection procedure. The multicriteria method permits the comparison of projects in terms of their priority based on qualitative and quantitative criteria. Then, a feasible set of projects, i.e. a portfolio, is selected according to the priority defined by the multiple criteria method and satisfying a set of resources and logical constraints. The proposed portfolio selection methodology is called Priority Based Portfolio Selection (PBPS) and can be applied in different contexts. We present an application in the urban planning domain where our approach allows us to select a set of urban projects based on their priority, budgetary constraints, and urban policy requirements. Given the increasing interest of historical cities to reuse their cultural heritage, we applied and tested our methodology in this context. In particular, we show how the methodology can support the prioritization of the interventions on buildings with some historical value in the historic city center of Naples (Italy), taking into account several points of view.     

基于模糊评价法的军队采购服务质量评价研究

采用模糊综合评价法对军队采购服务质量进行了评价。首先建立了反映军队采购质量的二级指标体系,然后构建了一个评价军队采购服务质量的模糊综合评价模型,并将综合评价模型应用到一次具体的采购任务中,采用模糊法计算得到该次采购服务质量的具体分数。     

Childhood and capability deprivation in Italy: a multidimensional and fuzzy set approach

In the last decades, starting with the United Nations Convention on the Rights of the Children in 1989, children’s quality of life have received a growing attention in scientific research, as well as in politics. This work aims to gain insights into Italian children’s living conditions and deprivation of capabilities using the Capability Approach, an alternative normative framework for the evaluation of human development, well-being and freedom by thinking in terms of human functionings and capabilities. From a methodological point of view we present an approach based on a fuzzy methodology applied to data from the EU-SILC 2009 ad-hoc module on children. The use of this methodology makes it possible to preserve the richness of the data available from the EU-SILC survey, that include both monetary and non monetary aspects of children deprivation. To get more insides into Italian children living conditions we also combine the fuzzy methodology with the capability approach at a disaggregated level of analysis by three social economic factors (single parent household, household educational level, macro-region of residence). Besides the well-known Italian North/South disparity of financial indicators—confirmed also for households with children—our findings suggest a new duality for Italian children quality of life, given by the multidimensional domains of deprivation internal or external to children’s households.     

基于熵技术的农村公路施工质量综合评价

鉴于农村公路施工质量评价所存在的模糊性和随机性的特点,在建立涵盖整个施工质量影响因素为一级指标的施工质量综合评价指标体系的基础上,运用模糊数学理论,建立了二级模糊综合评价模型,借用熵的概念计算客观权重的方法,提出了施工质量模糊综合评价的方法。应用该方法对某农村公路项目质量进行评价,得出其评价结果为"良好"。最后,对该方法进行了定量解算,从而提高了施工质量评价的客观性和科学性,通过对结果的深入分析,可找出施工过程中存在的不足之处,从而为目标明确、有的放矢的改进施工质量提供理论依据,具有一定的实用价值。     

Fuzzy Decision Making for Market Positioning and Developing Strategy for Improving Service Quality in Department Stores

Conventionally designed questionnaires frequently use the Likert Scale to gauge the feeling of respondents. The dichotomy and the same interval integer are clear-cut. Owing to the fuzziness of human thinking, this approach is inadequate and too simple to rule subject’s way and measure complex human thinking and cognition. Consequently, this investigation integrated the five dimensions of SERVQUAL and adopted a Fuzzy set theory based approach. The five criteria of SERVQUAL were tested for four department stores using Fuzzy set theory to clarify the positioning of service quality in the department store market and propose implementation priorities for different service strategies. This result permits managers to collate the service strategy of the benchmarking department store and its local competitors, and also enables department store decision-makers to consider the weights of the five dimensions when modifying the service strategy. The analytical results can be used to improve strategy development, and to devise superior and more effective management methods.     

基于服务质量的物流绩效模糊综合评价方法及应用

在回顾物流绩效评价相关研究成果的基础上,提出基于服务质量进行物流绩效评价的观点;并通过构建相关的物流绩效评价指标体系,结合模糊理论给出了物流绩效的模糊评价方法。最后,通过具体案例说明其在实际中的应用。     

基于AHP的高铁客运服务质量评价研究

高速铁路客运以其迅捷的运输速度、舒适的站车环境、便利的购票方式、公交化运营模式、全程自助无干扰服务方式等众多优势吸引了广大旅客。与既有线相比较,客运专线由于其本身的特点,所吸引的旅客群体主要为高中端旅客,旅客消费心理和需求都有很大的变化,对旅行过程中的服务质量有更高的预期。影响客运服务质量的因素众多,大部分指标难以量化。文章采用层次分析法建立了高铁客运服务质量评价指标体系,使用模糊综合评价法进行评价,通过应用实例分析,取得了较好的效果。     

在线旅行服务企业战略绩效评价体系研究

本研究采用深度访谈法搜集数据,利用内容分析法构建了在线旅行服务企业战略绩效评价维度和指标,运用层次分析法和模糊综合评价法构建了在线旅行服务企业战略绩效综合评价体系。首先,将在线旅行服务企业战略绩效评价体系分为6个一级指标、16个二级指标和34个三级指标,财务状况、市场地位、产品质量、服务质量、员工关系和社会责任6个维度为一级指标;其次,运用层次分析法确定了各一级和二级评价指标的权重系数,其中财务状况的权重最高,随后依次是市场地位、产品质量、服务质量、员工关系和社会责任;最后,利用模糊综合评价法构建了在线旅行服务企业战略绩效综合评价体系模型。本研究在理论上丰富了在线旅行服务企业战略绩效管理的研究内容和理论,也为未来的实证研究提供了可靠和操作性强的战略绩效评价工具。     

Assessing geographic coverage of the essential air service program

Essential air service (EAS) is a federally funded program that helps provide commercial air transport service from smaller, geographically remote communities in the United States. While critics of this program frequently cite the underutilization of EAS connections as being an indicator of wasteful public spending, recent studies suggest that the spatial configuration of EAS subsidized airports may also contribute to systemic inefficiencies. The purpose of this paper is to explore the prospects for reducing EAS allocations while meeting existing geographic service needs. The analysis of this public sector service is structured using classic location coverage problems to examine whether there are any system inefficiencies. This enables an objective assessment to be carried out, using spatial optimization modeling approaches. The subsequent analysis provides the basis for a number of public policy insights, including the evaluation of service redundancies, the impact of geographic proximity guidelines and the potential for expanding coverage of the EAS program.     

Hospital service quality evaluation with IVIF-PROMETHEE and a case study

Measuring satisfaction of patients and understanding their perceptions are important for the hospital management to respond to customers' growing demands for acceptable quality of healthcare services. The main purpose of this paper is to present a methodology that can be used in the healthcare service quality evaluation. IVIF-PROMETHEE method is applied for service quality evaluation based on patients' views in a real-life case study of a public hospital in Istanbul and the results are compared with the results from IVIF-TOPSIS method. Interval Valued Intuitionistic Fuzzy (IVIF) set is considered an appropriate tool because of the complexity and vagueness of the evaluation of healthcare services. The evaluation of the quality level of the healthcare service provides detailed information about the effects of considered criteria as well as creates opportunities in implementing effective procedures to overcome service quality problems via analysing the patients' views. The proposed methodology can be a useful tool for hospital management.     

基于灰色模糊理论的服务质量评价

服务质量评价一直是服务质量管理的一个难题,目前大多数学者都接受的评价方法是SERVQUAL评价方法。本文以灰色模糊理论为基础,建立数学模型,结合SERVQUAL评价指标,得出一种新的服务质量评价方法。     

基于Fuzzy-AHP的物流服务质量评价

建立物流服务质量评价体系有助于提高物流公司的运行效率和经济效益,有助于了解自身优势与劣势,从而更好地完善自身体系。文章运用层次分析法和模糊综合评判法相结合的综合评价方法来构建物流服务质量评价体系,该体系由服务质量绩效、服务质量过程、服务质量能力3个指标构成,并结合一个算例来介绍模糊层次建模及算法。