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Evaluating mobile services using integrated weighting approach and fuzzy VIKOR.

Yongyoon Suh1, Yongtae Park2, Daekook Kang3

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Summary

This study introduces fuzzy VIKOR with combined subjective and objective weighting to evaluate mobile services quality. It addresses limitations in previous methods by integrating Decision Making Trial and Evaluation Laboratory (DEMATEL) and Shannon entropy for robust mobile service evaluation.

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Area of Science:

  • Information Systems
  • Operations Research
  • Service Management

Background:

  • Mobile service evaluation is critical due to rapid technological advancements.
  • Existing multi-criteria decision-making (MCDM) methods for mobile services have limitations, including insufficient use of combined objective and subjective weighting and lack of fuzzy environment consideration.
  • Previous studies using Vise Kriterijumska Optimizacija I Kompromisno Resenje (VIKOR) did not incorporate fuzzy logic.

Purpose of the Study:

  • To develop an integrated weighting approach for mobile service quality evaluation.
  • To address the limitations of previous MCDM methods by incorporating fuzzy logic and combined weighting.
  • To propose a novel fuzzy VIKOR method integrated with Decision Making Trial and Evaluation Laboratory (DEMATEL) for subjective weighting and Shannon entropy for objective weighting.

Main Methods:

  • Development of a fuzzy VIKOR model.
  • Integration of Decision Making Trial and Evaluation Laboratory (DEMATEL) for subjective weighting and causal relationship determination.
  • Utilization of Shannon entropy for objective weighting of evaluation criteria.
  • Conducting an empirical case study for mobile service evaluation.

Main Results:

  • The proposed fuzzy VIKOR method successfully integrates subjective (DEMATEL) and objective (Shannon entropy) weighting approaches.
  • The method accounts for the specific characteristics of mobile service evaluation within a fuzzy environment.
  • Validation through a case study and comparison with other MCDM methods confirmed the robustness of the proposed approach.

Conclusions:

  • The novel fuzzy VIKOR approach with combined weighting offers a more accurate and comprehensive method for evaluating mobile service quality.
  • This study provides a valuable tool for researchers and practitioners in understanding and improving mobile service quality.
  • The integrated weighting strategy enhances the reliability and applicability of MCDM in the context of mobile services.