Fuzzy Hierarchical TOPSIS to Evaluate Portal Site Service Quality

• Main Authors: Kun-Cheng Huang, 黃堃承
• Other Authors: Ching-Hsue Cheng
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/56885833813415648256

碩士 === 國立雲林科技大學 === 資訊管理系碩士班 === 92 === In the privous service quality study, there are many researches use SERVQUAL instrument to extract factors of service quality on traditional service industry, but study on information service industry is relatively less. Therefore, a good assessment dimension and model do not exist. In addition, supplier can’t use one criterion to understand customer’s varied demand. So, the measurement of portal site service quality can be regarded as MCDM(Multiple-Criteria Decision Making) problem. Under many conditions, crisp data are inadequate to model real-life situations, and human judgments (including preference) are often vague and can’t present the preference with an exact numerical value. A reasonable approach may be to use linguistic assessments instead of numerical values, so fuzzy theory is adopted in this study. This study simplifies the complicated metric distance method, and uses it to modify fuzzy TOPSIS(Technique for Order Preference by Similarity to Ideal Solution) proposed by Chen(2000). At the same time, this paper points out Chen’s method violating: (1)Basic concept of the best alternative should have the shortest distance from the positive-ideal solution and the farthest distance from the negative-ideal solution. (2)Fuzzy positive-ideal and negative-ideal solution can’t directly assign 1 and 0, respectively. Because FAHP(Fuzzy Analytic Hierarchy Process) can get more objective and exact weight by pairwise comparison, this paper propose the “Fuzzy Hierarchical TOPSIS” method to aggregate FAHP and modified fuzzy TOPSIS. By this way, this method can evaluate portal site alternatives. Briefly speaking, this study firstly uses questionnaire to extract factors of evaluating portal site service quality and lets them to be evaluating criteria, and then uses “Fuzzy Hierarchical TOPSIS” to rank alternatives. An empirical study of a real case is conducted to illustrate how the approach is used for the portal site service quality comparison problem. Finally, in order to make the calculating time shorter, this study uses proposed algorithm to development portal site service quality evaluation system.