Dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation

Onar S., Öztayşi B., Kahraman C.

COMPLEX & INTELLIGENT SYSTEMS, cilt.3, sa.3, ss.197-204, 2017 (SCI-Expanded) identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 3 Sayı: 3
  • Basım Tarihi: 2017
  • Doi Numarası: 10.1007/s40747-017-0047-7
  • Dergi Adı: COMPLEX & INTELLIGENT SYSTEMS
  • Derginin Tarandığı İndeksler: Science Citation Index Expanded (SCI-EXPANDED), Emerging Sources Citation Index (ESCI)
  • Sayfa Sayıları: ss.197-204
  • İstanbul Teknik Üniversitesi Adresli: Evet

Özet

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.