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Key influencing service quality index evaluation and ranking for online physics teaching in the post-COVID-19 era: A hybrid fuzzy ANP-GRA approach

Author

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  • Ma, Yu-Yu
  • Lin, Chia-Liang

Abstract

In the post-COVID-19 era, online education is still a common way of teaching and learning. However, related research on service quality for online physics education is still an important research gap in this period. Therefore, a hybrid multiple-criteria decision making (MCDM) model is proposed in this study to analyse and evaluate the key factors for the provision and maintenance of high service quality of the online physics education industry in the post coronavirus era. dimensions such as reliability, responsiveness and assurance were found to have an important role in the provision of high-quality online physics education services in the post-epidemic era. In the meantime, indicators such as employee reliability, excellent and qualified teachers, honesty and compliance, customer demand response speed and secure transaction mechanism are indispensable factors for providing high-quality online physics teaching services in the post-COVID-19 era. The main contribution of this study is to propose an integrated method of fuzzy analytic network process (FANP) and grey rational analysis (GRA) to calculate and rank service quality index of online physics teaching in the post-COVID-19 era under fuzzy environment and discrete conditions. Finally, the research findings of this study have a guiding role to become a guide for the industries related to online physics teaching to maintain good service quality in similar scenarios in the future.

Suggested Citation

  • Ma, Yu-Yu & Lin, Chia-Liang, 2025. "Key influencing service quality index evaluation and ranking for online physics teaching in the post-COVID-19 era: A hybrid fuzzy ANP-GRA approach," Evaluation and Program Planning, Elsevier, vol. 111(C).
    • Handle: RePEc:eee:epplan:v:111:y:2025:i:c:s0149718925000576
    DOI: 10.1016/j.evalprogplan.2025.102590
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