Dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation


Onar S. , Öztayşi B. , Kahraman C.

COMPLEX & INTELLIGENT SYSTEMS, vol.3, no.3, pp.197-204, 2017 (Journal Indexed in ESCI) identifier

  • Publication Type: Article / Article
  • Volume: 3 Issue: 3
  • Publication Date: 2017
  • Doi Number: 10.1007/s40747-017-0047-7
  • Title of Journal : COMPLEX & INTELLIGENT SYSTEMS
  • Page Numbers: pp.197-204

Abstract

Aftersales services are crucial for gaining a competitive advantage, since they enhance long-term profitability and sustainability. Aftersales service performance evaluation is necessary to understand current problems and develop new strategies. Multi-period evaluations are required for revealing these performances. Moreover, performance appraisal results usually involve uncertainty and fuzziness. In this study, a dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation method is used to measure the performance of an electronics company. A sensitivity analysis is conducted to examine the robustness of the results.