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Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature

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  • Abbas Mardani
  • Ahmad Jusoh
  • Edmundas Kazimieras Zavadskas
  • Zainab Khalifah
  • Khalil MD Nor

Abstract

The main purpose of this paper is to present a systematic review of multiple- criteria decision-making (MCDM) techniques used in the assessment of service qual- ity. This study reviewed a total of 79 articles from 51 journals, published from 2001 to 2015. Articles were classified into 10 application areas and scopes. Furthermore, articles were categorised based on an author, year, application area, the nationality of the author, ‏technique, a number of criteria, research purpose, gap and research problem, results and outcome. The best criteria were determined in each article. The results of this study re- vealed that more papers on MCDM were published in 2011 than in any other year. Inte- grated techniques, analytic hierarchy process (AHP) and fuzzy AHP methods, were ranked as first and second methods in use, respectively. Finally, the airline industry was ranked as the first application area, in which previous studies applied MCDM techniques for the evaluation of the service quality. This research contributes to the existing literature on the service quality and MCDM. The research outputs are valuable to academics scholars and leaders of organisations and industries in the field of service quality evaluation.

Suggested Citation

  • Abbas Mardani & Ahmad Jusoh & Edmundas Kazimieras Zavadskas & Zainab Khalifah & Khalil MD Nor, 2015. "Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 16(5), pages 1034-1068, October.
    • Handle: RePEc:taf:jbemgt:v:16:y:2015:i:5:p:1034-1068
    DOI: 10.3846/16111699.2015.1095233
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    Cited by:

    1. Gholamreza Haseli & Reza Sheikh & Jianqiang Wang & Hana Tomaskova & Erfan Babaee Tirkolaee, 2021. "A Novel Approach for Group Decision Making Based on the Best–Worst Method (G-BWM): Application to Supply Chain Management," Mathematics, MDPI, vol. 9(16), pages 1-20, August.
    2. Fatemeh Akhyani & Alireza Komeili Birjandi & Reza Sheikh & Shib Sankar Sana, 2022. "New approach based on proximity/remoteness measurement for customer classification," Electronic Commerce Research, Springer, vol. 22(2), pages 267-298, June.
    3. Yaghoub Abdi & Xiaoni Li & Xavier Càmara-Turull, 2023. "Firm value in the airline industry: perspectives on the impact of sustainability and Covid-19," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-24, December.
    4. Szabolcs Duleba & Sarbast Moslem, 2018. "Sustainable Urban Transport Development with Stakeholder Participation, an AHP-Kendall Model: A Case Study for Mersin," Sustainability, MDPI, vol. 10(10), pages 1-14, October.
    5. Büyüközkan, Gülçin & Havle, Celal Alpay & Feyzioğlu, Orhan, 2021. "Digital competency evaluation of low-cost airlines using an integrated IVIF AHP and IVIF VIKOR methodology," Journal of Air Transport Management, Elsevier, vol. 91(C).
    6. Adrian Castro-Lopez & Javier Puente & Rodolfo Vazquez-Casielles, 2018. "e-Service Quality Model for Spanish Textile and Fashion Sector: Positioning Analysis and B2C Ranking by F-Topsis," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 17(02), pages 485-512, March.
    7. Zhi Wen & Huchang Liao & Ruxue Ren & Chunguang Bai & Edmundas Kazimieras Zavadskas & Jurgita Antucheviciene & Abdullah Al-Barakati, 2019. "Cold Chain Logistics Management of Medicine with an Integrated Multi-Criteria Decision-Making Method," IJERPH, MDPI, vol. 16(23), pages 1-21, December.
    8. Ahani, Ali & Nilashi, Mehrbakhsh & Yadegaridehkordi, Elaheh & Sanzogni, Louis & Tarik, A. Rashid & Knox, Kathy & Samad, Sarminah & Ibrahim, Othman, 2019. "Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 331-343.
    9. Ferreira, João J.M. & Jalali, Marjan S. & Ferreira, Fernando A.F., 2018. "Enhancing the decision-making virtuous cycle of ethical banking practices using the Choquet integral," Journal of Business Research, Elsevier, vol. 88(C), pages 492-497.
    10. Olga A. Shvetsova & Elena A. Rodionova & Michael Z. Epstein, 2018. "Evaluation of investment projects under uncertainty: multi-criteria approach using interval data," Post-Print hal-01858557, HAL.
    11. Han-Shen Chen & Bi-Kun Tsai & Gwo-Bao Liou & Chi-Ming Hsieh, 2018. "Efficiency Assessment of Inbound Tourist Service Using Data Envelopment Analysis," Sustainability, MDPI, vol. 10(6), pages 1-14, June.
    12. Somayeh Soheilirad & Kannan Govindan & Abbas Mardani & Edmundas Kazimieras Zavadskas & Mehrbakhsh Nilashi & Norhayati Zakuan, 2018. "Application of data envelopment analysis models in supply chain management: a systematic review and meta-analysis," Annals of Operations Research, Springer, vol. 271(2), pages 915-969, December.
    13. Abbas Mardani & Edmundas Kazimieras Zavadskas & Kannan Govindan & Aslan Amat Senin & Ahmad Jusoh, 2016. "VIKOR Technique: A Systematic Review of the State of the Art Literature on Methodologies and Applications," Sustainability, MDPI, vol. 8(1), pages 1-38, January.
    14. Ferreira, Fernando A.F. & Jalali, Marjan S. & Ferreira, João J.M., 2016. "Experience-focused thinking and cognitive mapping in ethical banking practices: From practical intuition to theory," Journal of Business Research, Elsevier, vol. 69(11), pages 4953-4958.
    15. Büyüközkan, Gülçin & Havle, Celal Alpay & Feyzioğlu, Orhan, 2020. "A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP," Journal of Air Transport Management, Elsevier, vol. 86(C).
    16. Keshavarz Ghorabaee, Mehdi & Amiri, Maghsoud & Zavadskas, Edmundas Kazimieras & Turskis, Zenonas & Antucheviciene, Jurgita, 2017. "A new hybrid simulation-based assignment approach for evaluating airlines with multiple service quality criteria," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 45-60.
    17. Büyüközkan, Gülçin & Havle, Celal Alpay & Feyzioğlu, Orhan, 2021. "An integrated SWOT based fuzzy AHP and fuzzy MARCOS methodology for digital transformation strategy analysis in airline industry," Journal of Air Transport Management, Elsevier, vol. 97(C).
    18. Olga A. Shvetsova & Elena A. Rodionova & Michael Z. Epstein, 2018. "Evaluation of investment projects under uncertainty: multi-criteria approach using interval data," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 5(4), pages 914-928, June.
    19. Mardani, Abbas & Zavadskas, Edmundas Kazimieras & Khalifah, Zainab & Zakuan, Norhayati & Jusoh, Ahmad & Nor, Khalil Md & Khoshnoudi, Masoumeh, 2017. "A review of multi-criteria decision-making applications to solve energy management problems: Two decades from 1995 to 2015," Renewable and Sustainable Energy Reviews, Elsevier, vol. 71(C), pages 216-256.
    20. Canmian Liu & Ruyun Zhang & Min Wang & Jing Xu, 2018. "Measurement and Prediction of Regional Tourism Sustainability: An Analysis of the Yangtze River Economic Zone, China," Sustainability, MDPI, vol. 10(5), pages 1-20, April.

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