Evaluation of Services Using a Fuzzy Analytic Hierarchy Process

Mikhailov, Ludmil & Tsvetinov, Petco (2004) Evaluation of Services Using a Fuzzy Analytic Hierarchy Process. Applied Soft Computing, 5(1), pp. 23-33.

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This paper proposes a new approach for tackling the uncertainty and imprecision of the service evaluation process. Identifying suitable service offers, evaluating the offers and choosing the best alternatives are activities that set the scene for the consequent stages in negotiations and influence in a unique manner the following deliberations. The pre-negotiation problem in negotiations over services is regarded as decision-making under uncertainty, based on multiple criteria of quantitative and qualitative nature, where the imprecise decision-maker’s judgements are represented as fuzzy numbers. A new fuzzy modification of the analytic hierarchy process is applied as an evaluation technique. The proposed fuzzy prioritisation method uses fuzzy pairwise comparison judgements rather than exact numerical values of the comparison ratios and transforms the initial fuzzy prioritisation problem into a non-linear program. Unlike the known fuzzy prioritisation techniques, the proposed method derives crisp weights from consistent and inconsistent fuzzy comparison matrices, which eliminates the need of additional aggregation and ranking procedures. A detailed numerical example, illustrating the application of our approach to service evaluation is given.

Impact and interest:

198 citations in Scopus
138 citations in Web of Science®
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ID Code: 1205
Item Type: Journal Article
Refereed: Yes
Keywords: Service pre, negotiations, Multi, criteria decision, making, Analytic hierarchy process, Fuzzy decision, making, Decision support
DOI: 10.1016/j.asoc.2004.04.001
ISSN: 1568-4946
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2004 Elsevier
Copyright Statement: Reproduced in accordance with the copyright policy of the publisher.
Deposited On: 04 May 2005 00:00
Last Modified: 09 Jun 2010 12:24

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