Fuzzy multi-attribute cost-benefit analysis of e-services

Kahraman C., ATES N. Y. , CEVIK S., GULBAY M.

INTERNATIONAL JOURNAL OF INTELLIGENT SYSTEMS, vol.22, no.5, pp.547-565, 2007 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 22 Issue: 5
  • Publication Date: 2007
  • Doi Number: 10.1002/int.20213
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Scopus
  • Page Numbers: pp.547-565
  • Istanbul Technical University Affiliated: No


E-service evaluation is a complex problem in which many qualitative attributes must be considered. These kinds of attributes make the evaluation process hard and vague. Cost-benefit analyses applied to various areas are usually based on the data under certainty or risk. In case of uncertain, vague, and/or linguistic data, the fuzzy set theory can be used to handle the analysis. In this article, after the evaluation attributes of e-services and the fuzzy multi-attribute decision-making methods are introduced, a fuzzy hierarchical TOPSIS model is developed and applied to an e-service provider selection problem with some sensitivity analyses. The developed model is a useful tool for the companies that prefer outsourcing for e-activities. It is shown that service systems can be effectively evaluated by the proposed method. (c) 2007 Wiley Periodicals, Inc.