Addressing the contractor selection problem using an evidential reasoning approach

Sönmez, Mahmut; Yang, Jian; Holt, Gary David

doi:10.1108/eb021182

Cited by 43 publications

(8 citation statements)

References 38 publications

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“…To identify the real preferences of the decision makers, numerous hypothetical questions are asked from them which many times become a burden and consequently appear in the form of inconsistent results. The overall decision making procedure is lengthy and tedious, Customer experience in banks and with the increment in the number of criteria, the situation gets exacerbated (Sonmez et al, 2001). AHP, a multi-criteria decision making (MCDM) method can solve complex problems possessing both qualitative and quantitative parameters (Saaty, 1980).…”

Section: Selection Of Weighing Methodsmentioning

confidence: 99%

Identifying and ranking critical success factors of customer experience in banks

Garg

Rahman²,

Qureshi³

et al. 2012

Journal of Modelling in Management

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PurposeThe purpose of this paper is to identify and evaluate the critical success factors which make the dimensions for measuring customer experience (CE) in banking organizations more effective and purposeful. These critical success factors have been prioritized in order to find out which is more important for the five threshold dimensions to achieve favourable CE.Design/methodology/approachThe paper examines the critical success factors of CE which have been identified from the literature survey and through expert's opinion have finally confirmed in context of this study on banking organizations. Further, analytic hierarchy process (AHP) has been used in order to evaluate the identified 14 critical factors of CE and to find their priorities for success in banking organizations.FindingsOn the basis of the proposed hierarchical model, the findings suggest that the factors such as convenience, employees, online functional elements, and servicescape are critical for measuring CE in banking organizations.Research limitations/implicationsIn the literature, it is assumed that the criteria for measuring CE are mutually exclusive. But it has been found that in the real world these criteria may sometimes depend on one other, particularly in banking organizations. Therefore, in order to resolve such issues it is advised that future research may apply analytic network process (ANP).Practical implicationsThe findings suggest that the managers in banking organizations must ameliorate these critical factors according to their weights, in order to attain favourable CE, sustainable competitive advantage and customer delight.Originality/valueBecause of the subjective nature of CE, AHP serves as an empirical approach in prioritization of critical success factors of CE, which has been a major lacuna in available literature. The results presented in this paper are objective, reliable, and may be generalized for measuring CE in banking organizations.

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Section: Selection Of Weighing Methodsmentioning

confidence: 99%

Identifying and ranking critical success factors of customer experience in banks

Garg

Rahman²,

Qureshi³

et al. 2012

Journal of Modelling in Management

View full text Add to dashboard Cite

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“…The remarkable success of the approach can be attributed to resolution of the complexity of assessments of both qualitative and quantitative attributes with complete or incomplete original information. The step-by-step ER algorithm [12,18,24] is as follows.…”

Section: Evidential Reasoning Methodologymentioning

confidence: 99%

“…Yang [11] developed generic decision models with rule-as well as utility-based techniques for transforming information assessment in dealing with multipledecisions attribute analysis problems with both a quantitative type and a qualitative type of uncertainty. Examples of papers citing ER algorithms include references [12] to [17] and some diverse application-related papers are given in references [18] to [25]. Furthermore, recently published research investigations can be found in references [26] to [30].…”

Section: Introductionmentioning

confidence: 99%

Comparative studies of multi-criteria decision making with application to condition monitoring of a ship turbine

Gaonkar

Xie

Habibullah

et al. 2011

Proceedings of the Institution of Mechanical Engineers, Part M:

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Problems in multi-criteria decision making have always been of considerable interest to researchers over the decades, with various techniques and methodologies evolving continuously in this area. The use of fuzzy-set-based approaches has been widely documented in problems where the qualitative or subjective nature of the data, with information ambiguity or data imprecision, is inherent. In recent times, the approach of evidential reasoning, based on the Dempster-Shafer theory which considers uncertainty of a similar nature, has emerged as an alternative. As such, questions have arisen on the merits, and hence the accuracy, of these two kinds of method, i.e. the fuzzy-set-based approach and evidential reasoning, when applied to the considered problem. This paper aims to address some of these questions through a comparative study on the use of fuzzy-set-based methods and evidential reasoning methodology on the condition monitoring of a turbine on a transportation ship. Since the assessment of the ranking problem of the condition-monitoring technique has been well investigated and reported in the literature, methodical comparisons of the results obtained from the fuzzy-set-based methods and the evidential reasoning approach are studied. In the studies, it was concluded that the use of assessment with evidential reasoning, which considers incomplete information, provides identical results with those of fuzzy-set-based methods. The paper also revealed how the use of the evidential reasoning approach could replace fuzzy-set-based methods, which often demands complete subjective information.

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“…It has established the fact that DST can allow an expression of partial knowledge [38] and Dempster's rule of evidence with overall Basic Probability Assignment (BPA) was combined successfully [34]. A notion of belief was applied to establish a decision maker's preference [39], and a decision model under uncertainty was discussed [40]. The degree of expectation can be considered as the measure of belief.…”

Section: Dempster-shafer Theory (Dst)mentioning

confidence: 99%

A New DST-Belief Theoretic Project Selection Model for Multi-Criteria Decision Support System

Bakshi

Sinharay²,

Sarkar

et al. 2015

J. Inst. Eng. India Ser. C

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Decision-making problem is co-related to quality and availability of the information. Innovative algorithms are proposed as a mathematical problem-solving technique to work in uncertainty-based decision science domain. Evidence-based theory of Dempster-Shafer (DST) is an effective mathematical tool to deal with uncertainty in the decision-making procedure. The current research exposition on new decision-making method based on DST of evidence, quantification evidence preference from different multiple criteria defined by belief function has been presented. They have developed a new framework that tackles the challenges and borne out of uncertainty both in criteria and in alternative levels. The proposed hybridized MCDM tool developed upon fuzzy domain uses plausibility and theory of belief function to construct decision on uncertain and imprecise information. The proposed method can be well fitted for real-life application. An illustrative example establishes the effectiveness of the aforesaid method.

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Addressing the contractor selection problem using an evidential reasoning approach

Cited by 43 publications

References 38 publications

Identifying and ranking critical success factors of customer experience in banks

Identifying and ranking critical success factors of customer experience in banks

Comparative studies of multi-criteria decision making with application to condition monitoring of a ship turbine

A New DST-Belief Theoretic Project Selection Model for Multi-Criteria Decision Support System

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