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A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach |
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| Authors: | Ming-Lang Tseng |
| Affiliation: | 1. College of Management Engineering, Anhui Polytechnic University, Wuhu, China;2. Chongqing Key Laboratory of Electronic Commerce & Supply Chain System, Chongqing Technology and Business University, Chongqing, China;1. Doctoral Scholar, Indian Institute of Management, Prabandh Nagar, Lucknow, 226013, India;2. Indian Institute of Management, Prabandh Nagar, Lucknow, 226013, India;1. School of Management Science and Engineering, Dongbei University of Finance & Economics, Jianshan Street 217, Dalian 116025, PR China;2. School of Business, Worcester Polytechnic Institute, 100 Institute Road, Worcester, MA 01609, United States;1. Department of Information Management, Lunghwa University of Science and Technology, Taoyuan 333, Taiwan;2. Department of Business Administration, Lunghwa University of Science and Technology, Taoyuan 333, Taiwan;3. Department of Information Management, National Chi Nan University, 1, University Rd., Puli,Nantou 545, Taiwan |
| Abstract: | This research uses a solution based on a combined grey-fuzzy DEMATEL method to deal with the objective of the study. This study is aimed to present a perception approach to deal with real estate agent service quality expectation ranking with uncertainty. The ranking of best top five real estate agents might be a key strategic direction of other real estate agents prior to service quality expectation. The solving procedure is as follows: (i) the weights of criteria and alternatives are described in triangular fuzzy numbers; (ii) a grey possibility degree is used to result the ranking order for all alternatives; (iii) DEMATEL is used to resolve interdependency relationships among the criteria and (iv) an empirical example of real estate agent service quality ranking problem in customer expectation is used to resolve with this proposed method approach indicating that real estate agent R1 (CY real estate agent) is the best selection in terms of service quality in customer expectation. |
| Keywords: | Grey theory Fuzzy set theory DEMATEL Service quality |
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