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A novel intuitionistic fuzzy based computing model for unravelling key attributes of service quality for higher education management

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  • Biswas, Biplab
  • Biswas, Sanjib
  • Pamucar, Dragan
  • Simic, Vladimir

Abstract

Besides facilitating business transformation, Industry 4.0 has brought in a paradigm shift in higher education management (HEM). It is therefore quite contemporary to review the attributes of service quality (SQ) of higher educational institutions (HEIs). In the quest for the identification of pivotal attributes of SQ, in this work, the researchers proffer an innovative expert decision analysis (EDA) model using intuitionistic fuzzy numbers (IFN) and Dombi aggregation (DOA). The ongoing study consults popular theories of SQ relevant to HEM for underpinning the conceptual framework and identifying the attributes. Then it extends a recent multi-criteria model for decision making (MCMD), such as comparisons between ranked criteria (COBRAC) method with IFN and DOA. The findings reveal that creativity and innovation by inculcating analytical, problem-solving, and contemporary skills under a value-based, ethical, and experiential learning environment are of importance to HEIs. The reliability and stability of the outcome of the proposed methodology are reflected in its consistency with other models and lower sensitivity to changes in external conditions. The present paper provides a new uncertain model while positing significant implications for HEIs.

Suggested Citation

  • Biswas, Biplab & Biswas, Sanjib & Pamucar, Dragan & Simic, Vladimir, 2025. "A novel intuitionistic fuzzy based computing model for unravelling key attributes of service quality for higher education management," Technology in Society, Elsevier, vol. 83(C).
    • Handle: RePEc:eee:teinso:v:83:y:2025:i:c:s0160791x25001721
    DOI: 10.1016/j.techsoc.2025.102982
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    References listed on IDEAS

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    1. Sanjib Biswas & Shuvendu Majumder & Dragan Pamucar & Suman Kumar Dawn, 2021. "An Extended LBWA Framework in Picture Fuzzy Environment Using Actual Score Measures Application in Social Enterprise Systems," International Journal of Enterprise Information Systems (IJEIS), IGI Global Scientific Publishing, vol. 17(4), pages 37-68, October.
    2. Oksana Buhaichuk & Vitalina Nikitenko & Valentyna Voronkova, 2023. "Formation Of A Digital Education Model In Terms Of The Digital Economy (Based On The Example Of Eu Countries)," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 9(1).
    3. Herlambang Herlambang & Amelia Dwi Fitri & Amirul Mukminin & Muhaimin Muhaimin & Marzul Hidayat & Elfiani Elfiani & Nyimas Natasha Ayu Shafira & Anggelia Puspasari & Susan Tarawifa & Ahmad Abdun Salam, 2021. "Quality Assurance for Sustainable Higher Education: Structural Equation Modeling," Sustainability, MDPI, vol. 13(9), pages 1-14, April.
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