A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality.
Anjali AwasthiSatyaveer Singh ChauhanHichem OmraniAriyo PanahiPublished in: Comput. Ind. Eng. (2011)
Keyphrases
- service quality
- fuzzy topsis
- customer satisfaction
- service providers
- multi criteria decision making
- electronic commerce
- user satisfaction
- information systems
- competitive advantage
- fuzzy multi criteria decision making
- quality of service
- group decision making
- multi criteria
- call center
- decision makers
- logistics distribution
- decision making
- information quality
- incident management
- multiple criteria
- vehicle routing
- competitive environment