IDEAS home Printed from https://ideas.repec.org/a/eee/epplan/v111y2025ics0149718925000576.html

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

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0149718925000576
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.evalprogplan.2025.102590?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Zeki Ayağ & Ahmet Yücekaya, 2019. "A Fuzzy ANP-Based GRA Approach to Evaluate ERP Packages," International Journal of Enterprise Information Systems (IJEIS), IGI Global Scientific Publishing, vol. 15(1), pages 45-68, January.
    2. May, Jerrold H. & Shang, Jennifer & Tjader, Youxu Cai & Vargas, Luis G., 2013. "A new methodology for sensitivity and stability analysis of analytic network models," European Journal of Operational Research, Elsevier, vol. 224(1), pages 180-188.
    3. Ganesh Dash & Syed Akmal & Prashant Mehta & Debarun Chakraborty, 2022. "COVID-19 and E-Learning Adoption in Higher Education: A Multi-Group Analysis and Recommendation," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
    4. Masoud Rahiminezhad Galankashi & Farimah Mokhatab Rafiei & Maryam Ghezelbash, 2020. "Portfolio selection: a fuzzy-ANP approach," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-34, December.
    5. Patrick Zou & Jie Li, 2010. "Risk identification and assessment in subway projects: case study of Nanjing Subway Line 2," Construction Management and Economics, Taylor & Francis Journals, vol. 28(12), pages 1219-1238.
    6. Željko Stević & Ilija Tanackov & Adis Puška & Goran Jovanov & Jovica Vasiljević & Darko Lojaničić, 2021. "Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics," Sustainability, MDPI, vol. 13(10), pages 1-17, May.
    7. Wu, Cheng-Shiung & Lin, Chin-Tsai & Lee, Chuan, 2010. "Optimal marketing strategy: A decision-making with ANP and TOPSIS," International Journal of Production Economics, Elsevier, vol. 127(1), pages 190-196, September.
    8. Ka-Chi Lam & Mike Chun-Kit Lam & Dan Wang, 2008. "MBNQA-oriented self-assessment quality management system for contractors: fuzzy AHP approach," Construction Management and Economics, Taylor & Francis Journals, vol. 26(5), pages 447-461.
    9. Xiaoying Zhang & Xiuying Yang & Jing Yang & Wei Wang, 2021. "Teaching Evaluation Algorithm Based on Grey Relational Analysis," Complexity, Hindawi, vol. 2021, pages 1-9, April.
    10. Pi-Fang Hsu, 2012. "Selection model based on ANP and GRA for independent media agencies," Quality & Quantity: International Journal of Methodology, Springer, vol. 46(1), pages 1-17, January.
    11. Yu-Yu Ma & Jwu-Jenq Chen & Chia-Liang Lin, 2022. "Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective," Mathematics, MDPI, vol. 10(19), pages 1-24, October.
    12. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.
    13. Lin, Robert & Lin, Jennifer Shu-Jen & Chang, Jason & Tang, Didos & Chao, Henry & Julian, Peter C, 2008. "Note on group consistency in analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 190(3), pages 672-678, November.
    14. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
    15. Yu-Yu Ma & Chia-Liang Lin & Hung-Lung Lin, 2023. "Ranking of Service Quality Index and Solutions for Online English Teaching in the Post-COVID-19 Crisis," Mathematics, MDPI, vol. 11(18), pages 1-24, September.
    16. Adina-Liliana Prioteasa & Darko Shuleski & Laurențiu Dan Lazăr & Carmen Nadia Ciocoiu & Felicia-Alina Chivulescu, 2024. "Sustainable Adoption of E-Learning in Romanian Universities after the COVID-19 Outbreak," Sustainability, MDPI, vol. 16(20), pages 1-27, October.
    17. Alev Taskin Gumus & A. Yesim Yayla & Erkan Çelik & Aytac Yildiz, 2013. "A Combined Fuzzy-AHP and Fuzzy-GRA Methodology for Hydrogen Energy Storage Method Selection in Turkey," Energies, MDPI, vol. 6(6), pages 1-16, June.
    18. Jian Wan & Chia-Liang Lin, 2023. "Research on the Service Quality Index and Alternatives Evaluation and Ranking for Online Yue Kiln Celadon Art Education in Post COVID-19 Era," Mathematics, MDPI, vol. 11(6), pages 1-20, March.
    19. Reza Azimi & Abdolreza Yazdani-Chamzini & Mohammad Majid Fouladgar & Edmundas Kazimieras Zavadskas & Mohammad Hossein Basiri, 2011. "Ranking the strategies of mining sector through anp and topsis in a swot framework," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 12(4), pages 670-689, September.
    20. Saaty, Thomas L., 1990. "How to make a decision: The analytic hierarchy process," European Journal of Operational Research, Elsevier, vol. 48(1), pages 9-26, September.
    21. Ronghuai Huang & Ahmed Tlili & Huanhuan Wang & Yihong Shi & Curtis J. Bonk & Junfeng Yang & Daniel Burgos, 2021. "Emergence of the Online-Merge-Offline (OMO) Learning Wave in the Post-COVID-19 Era: A Pilot Study," Sustainability, MDPI, vol. 13(6), pages 1-17, March.
    22. Mehrdad Kargari, 2018. "Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition," Mathematical Problems in Engineering, Hindawi, vol. 2018, pages 1-11, March.
    23. Gang Kou & Yanqun Lu & Yi Peng & Yong Shi, 2012. "Evaluation Of Classification Algorithms Using Mcdm And Rank Correlation," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 11(01), pages 197-225.
    24. Saaty, Thomas L., 2006. "Rank from comparisons and from ratings in the analytic hierarchy/network processes," European Journal of Operational Research, Elsevier, vol. 168(2), pages 557-570, January.
    25. Kahraman, Cengiz & Ertay, Tijen & Buyukozkan, Gulcin, 2006. "A fuzzy optimization model for QFD planning process using analytic network approach," European Journal of Operational Research, Elsevier, vol. 171(2), pages 390-411, June.
    26. Chia-Nan Wang & Ching-Yu Yang & Hung-Chun Cheng, 2019. "Fuzzy Multi-Criteria Decision-Making Model for Supplier Evaluation and Selection in a Wind Power Plant Project," Mathematics, MDPI, vol. 7(5), pages 1-15, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yu-Yu Ma & Chia-Liang Lin & Hung-Lung Lin, 2023. "Ranking of Service Quality Index and Solutions for Online English Teaching in the Post-COVID-19 Crisis," Mathematics, MDPI, vol. 11(18), pages 1-24, September.
    2. Jian Wan & Chia-Liang Lin, 2023. "Research on the Service Quality Index and Alternatives Evaluation and Ranking for Online Yue Kiln Celadon Art Education in Post COVID-19 Era," Mathematics, MDPI, vol. 11(6), pages 1-20, March.
    3. Chia-Liang Lin & Jwu-Jenq Chen & Yu-Yu Ma, 2023. "Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era," Mathematics, MDPI, vol. 11(5), pages 1-28, March.
    4. Kheybari, Siamak & Rezaie, Fariba Mahdi & Farazmand, Hadis, 2020. "Analytic network process: An overview of applications," Applied Mathematics and Computation, Elsevier, vol. 367(C).
    5. Yu-Yu Ma & Jwu-Jenq Chen & Chia-Liang Lin, 2022. "Research on the Priority of Service Quality Index for Online English Teaching during the COVID-19 Pandemic: Dual Perspective," Mathematics, MDPI, vol. 10(19), pages 1-24, October.
    6. Fabio De Felice & Laura Petrillo & Luigi Ranieri & Antonella Petrillo, 2019. "Previous Studies and Differences Between Lean Management and World Class Manufacturing," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(06), pages 1941-1966, November.
    7. Junxi Zhu & Chia-Liang Lin, 2024. "Research on Service Quality for China’s Ceramic Product Design Industry," Mathematics, MDPI, vol. 12(18), pages 1-27, September.
    8. Kamvysi, Konstantina & Gotzamani, Katerina & Andronikidis, Andreas & Georgiou, Andreas C., 2014. "Capturing and prioritizing students’ requirements for course design by embedding Fuzzy-AHP and linear programming in QFD," European Journal of Operational Research, Elsevier, vol. 237(3), pages 1083-1094.
    9. M Tavana & M A Sodenkamp, 2010. "A fuzzy multi-criteria decision analysis model for advanced technology assessment at Kennedy Space Center," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 61(10), pages 1459-1470, October.
    10. Kuei-Hu Chang & Yung-Chia Chang & Kai Chain & Hsiang-Yu Chung, 2016. "Integrating Soft Set Theory and Fuzzy Linguistic Model to Evaluate the Performance of Training Simulation Systems," PLOS ONE, Public Library of Science, vol. 11(9), pages 1-29, September.
    11. Akshay Hinduja & Manju Pandey, 2019. "An Integrated Intuitionistic Fuzzy MCDM Approach to Select Cloud-Based ERP System for SMEs," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(06), pages 1875-1908, November.
    12. Wendong Jiang, 2024. "Key Selection Factors Influencing Animation Films from the Perspective of the Audience," Mathematics, MDPI, vol. 12(10), pages 1-21, May.
    13. Zheng, Guozhong & Jing, Youyin & Huang, Hongxia & Shi, Guohua & Zhang, Xutao, 2010. "Developing a fuzzy analytic hierarchical process model for building energy conservation assessment," Renewable Energy, Elsevier, vol. 35(1), pages 78-87.
    14. Jaime Alberto Vásquez & John Willmer Escobar & Diego Fernando Manotas, 2021. "AHP–TOPSIS Methodology for Stock Portfolio Investments," Risks, MDPI, vol. 10(1), pages 1-20, December.
    15. Ying Zhu & Jicong Tan & Yan Cao & Yalin Liu & Yanzheng Liu & Qian Zhang & Quan Liu, 2022. "Application of Fuzzy Analytic Hierarchy Process in Environmental Economics Education: Under the Online and Offline Blended Teaching Mode," Sustainability, MDPI, vol. 14(4), pages 1-11, February.
    16. Wu, Xin & Nie, Lei & Xu, Meng, 2017. "Robust fuzzy quality function deployment based on the mean-end-chain concept: Service station evaluation problem for rail catering services," European Journal of Operational Research, Elsevier, vol. 263(3), pages 974-995.
    17. Nguyen Van Thanh & Nattaporn Chattham & Apichart Pattanaporkratana & Chawalit Jeenanunta & Vannak Seng, 2025. "Energy Efficiency in Buildings: Smart Glass Technology Evaluation and Selection Model," Energies, MDPI, vol. 18(7), pages 1-18, April.
    18. Hongbo Jiang & Qigan Shao & James J.H. Liou & Ting Shao & Xiaosheng Shi, 2019. "Improving the Sustainability of Open Government Data," Sustainability, MDPI, vol. 11(8), pages 1-27, April.
    19. Hede, Shantesh & Nunes, Manuel Jose Lopes & Ferreira, Paula Fernanda Varandas & Rocha, Luis Alexandre, 2013. "Incorporating sustainability in decision-making for medical device development," Technology in Society, Elsevier, vol. 35(4), pages 276-293.
    20. Theißen, Sebastian & Spinler, Stefan, 2014. "Strategic analysis of manufacturer-supplier partnerships: An ANP model for collaborative CO2 reduction management," European Journal of Operational Research, Elsevier, vol. 233(2), pages 383-397.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:epplan:v:111:y:2025:i:c:s0149718925000576. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/evalprogplan .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.