Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study)
Today, the use of survey-based fuzzy assessment models is very common. Most developed methods, had rarely attended to the reliability of survey participants’ opinions. This paper proposed a new fuzzy multi-criteria evaluation model for improving the reliability of individual’s opinion (verbal judgme...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | fas |
| Published: |
University of Kurdistan
2019-01-01
|
| Series: | مطالعات رفتار مصرف کننده. |
| Subjects: | |
| Online Access: | http://cbs.uok.ac.ir/article_60906_0fe8d0cda79dd61878b8b7df702bf036.pdf |
| _version_ | 1811324326953091072 |
|---|---|
| author | Hasan Sadeghi Fazlollah Kazemi |
| author_facet | Hasan Sadeghi Fazlollah Kazemi |
| author_sort | Hasan Sadeghi |
| collection | DOAJ |
| description | Today, the use of survey-based fuzzy assessment models is very common. Most developed methods, had rarely attended to the reliability of survey participants’ opinions. This paper proposed a new fuzzy multi-criteria evaluation model for improving the reliability of individual’s opinion (verbal judgment). For this, first, SWARA and COPRAS methods are developed in a fuzzy environment. Then, Z-number concept is used to increase data reliability and accuracy of final results, while differentiating between the weight of the evaluators (people participating in the survey). To illustrate the implementation process of the proposed model, a practical case study of Internet Banking is done. This case evaluated the quality of Internet banking services of the Kosar Credit Institute based on customer satisfaction criteria. Finally, while interpreting the numerical results and describing the prominent features of the proposed fuzzy model, management results and suggestions are also discussed. The proposed approach in this paper is a new fuzzy multi-criteria decision making model that improves the reliability of individual’s verbal judgment of, while reducing the inherent uncertainty in evaluation issues. This model will improve the reliability of decision-making data and increase the accuracy of final results. |
| first_indexed | 2024-04-13T14:12:21Z |
| format | Article |
| id | doaj.art-9e4efa965eed433eb55ea2d2cbedbe26 |
| institution | Directory Open Access Journal |
| issn | 2717-0004 2717-0012 |
| language | fas |
| last_indexed | 2024-04-13T14:12:21Z |
| publishDate | 2019-01-01 |
| publisher | University of Kurdistan |
| record_format | Article |
| series | مطالعات رفتار مصرف کننده. |
| spelling | doaj.art-9e4efa965eed433eb55ea2d2cbedbe262022-12-22T02:43:46ZfasUniversity of Kurdistanمطالعات رفتار مصرف کننده.2717-00042717-00122019-01-0152558260906Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study)Hasan Sadeghi0Fazlollah Kazemi1Department of Executive Management, Shiraz Branch, Islamic Azad University,Shiraz, IranDepartment of MBA, Shiraz branch, Islamic Azad University, Shiraz, IranToday, the use of survey-based fuzzy assessment models is very common. Most developed methods, had rarely attended to the reliability of survey participants’ opinions. This paper proposed a new fuzzy multi-criteria evaluation model for improving the reliability of individual’s opinion (verbal judgment). For this, first, SWARA and COPRAS methods are developed in a fuzzy environment. Then, Z-number concept is used to increase data reliability and accuracy of final results, while differentiating between the weight of the evaluators (people participating in the survey). To illustrate the implementation process of the proposed model, a practical case study of Internet Banking is done. This case evaluated the quality of Internet banking services of the Kosar Credit Institute based on customer satisfaction criteria. Finally, while interpreting the numerical results and describing the prominent features of the proposed fuzzy model, management results and suggestions are also discussed. The proposed approach in this paper is a new fuzzy multi-criteria decision making model that improves the reliability of individual’s verbal judgment of, while reducing the inherent uncertainty in evaluation issues. This model will improve the reliability of decision-making data and increase the accuracy of final results.http://cbs.uok.ac.ir/article_60906_0fe8d0cda79dd61878b8b7df702bf036.pdfinternet bankingfuzzy swaraz-numberfuzzy coprasreliability |
| spellingShingle | Hasan Sadeghi Fazlollah Kazemi Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) مطالعات رفتار مصرف کننده. internet banking fuzzy swara z-number fuzzy copras reliability |
| title | Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) |
| title_full | Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) |
| title_fullStr | Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) |
| title_full_unstemmed | Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) |
| title_short | Developing a new assessment fuzzy model by focusing on improving the reliability of customers’ individual verbal judgment (An Internet Banking case study) |
| title_sort | developing a new assessment fuzzy model by focusing on improving the reliability of customers individual verbal judgment an internet banking case study |
| topic | internet banking fuzzy swara z-number fuzzy copras reliability |
| url | http://cbs.uok.ac.ir/article_60906_0fe8d0cda79dd61878b8b7df702bf036.pdf |
| work_keys_str_mv | AT hasansadeghi developinganewassessmentfuzzymodelbyfocusingonimprovingthereliabilityofcustomersindividualverbaljudgmentaninternetbankingcasestudy AT fazlollahkazemi developinganewassessmentfuzzymodelbyfocusingonimprovingthereliabilityofcustomersindividualverbaljudgmentaninternetbankingcasestudy |