Key performance indicators measurement in service business: a fuzzy VIKOR approach

Sofiyabadi, Javad; Kolahi, Bahare; Valmohammadi, Changiz

doi:10.1080/14783363.2015.1059272

Cited by 38 publications

(28 citation statements)

References 37 publications

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“…Some of the recent publications are summarized as follows. Sofiyabadi et al [17] use fuzzy logic to measure the importance and priority key performance indicators. Tyagi et al [20] analyze the enablers in order to implement a flexible supply chain performance measurement system using fuzzy decision-making trial-and-evaluation laboratory approach.…”

Section: Literature Reviewmentioning

confidence: 99%

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

Sarı

2016

Int. J. Fuzzy Syst.

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The personnel cost of a housekeeping department mostly has the largest percentile among the costs of personnel who do not have a direct interaction with the customers. This fact makes housekeeping personnel costs the very first component that has to be decreased. Because of this, it is an important issue to minimize housekeeping costs and make an effective housekeeping schedule for hotels especially luxury hotels. This paper proposes a fuzzy score-based performance measurement model to manage the number of workers recruited for the housekeeping department which focuses on the minimization of total human resources costs. The steps of the model utilize time studies, expert opinions and past data. The proposed model is applied to a real case, and the results show that the proposed model has significant improvements on the performance of the department while decreasing the total human resources costs of housekeeping department and the requirement for the seasonal workers. The model results in less human resources turnover ratios and less customer complaints on room cleanliness.

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Section: Literature Reviewmentioning

confidence: 99%

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

Sarı

2016

Int. J. Fuzzy Syst.

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“…In another study, Opricovic and Tzeng [80] compared VIKOR with the Preference Ranking Organization METHod for Enrichment Evaluations (PROMETHEE), ELimination and Choice Expressing REality (ELECTRE), and TOPSIS. Öztayşi and Sürer [81] used uzzfy VIKOR for supply chain performance measurement. Sofiyabadi et al [81] apply fuzzy VIKOR in prioritizing key performance indicators in service sector.…”

Section: Fuzzy Vikormentioning

confidence: 99%

“…Öztayşi and Sürer [81] used uzzfy VIKOR for supply chain performance measurement. Sofiyabadi et al [81] apply fuzzy VIKOR in prioritizing key performance indicators in service sector. In the SEZ prioritization problem, it is more likely that the judgment of the decision-makers (DMs) is vague.…”

Section: Fuzzy Vikormentioning

confidence: 99%

Sustainable and Special Economic Zone Selection under Fuzzy Environment: A Case of Pakistan

et al. 2020

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The establishment of Special Economic Zones (SEZs) is a lengthy, expensive, and long-term orientated endeavor. Proper selection of SEZs is indispensable to meet the objectives of export-led growth and value up-gradation. Consideration of sustainability issues in such planning under the Zone 3.0 paradigm is critical to achieve Sustainable Development Goals (SDGs) by 2030. Multiple key factors such as location, linkages, labor force, suitability of industries, incentives and facilitation, and market orientation are important in decision-making process of establishing SEZs. Furthermore, environmental conditions and resource availability need to be considered in the planning and policy making processes to keep symmetry in the natural environment and ecosystem of the areas under consideration for SEZs. The present study uses Multi-Criteria Decision Analysis (MCDA) methods in the perspectives of green industrial zone planning and development in Pakistan under the flagship project of China-Pakistan Economic Corridor (CPEC) of China’s Belt and Road Initiative (BRI). This research uses Delphi method, Analytical Hierarchy Process (AHP), and the Fuzzy Vlse Kriterijumska Optimizacija Kompromisno Resenje (VIKOR). The Delphi method has been used to identify the main criteria, sub-criteria, and their weights for 3 SEZs under consideration. The results of AHP analysis unfolded that the majority of the experts believe the location and land aspect is the most pivotal criteria in setting SEZs followed by linkages, subsidies, and facilities criteria. Finally, the results of Fuzzy VIKOR analysis considering environmental sustainability reveals that Faisalabad SEZ is the best suited under given criteria and sub-criteria.

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“…The result elucidated that private banks had higher performance levels than foreign banks. Sofiyabadi et al (2016) evaluated the service business sectors by fuzzy VIKOR and BSC. From the combination of these two methods and the implementation in the company LG they concluded that this company should focus on the perspectives customer, learning and growth.…”

Section: Balanced Scorecardmentioning

confidence: 99%

Evaluating the Performance of Colombian Banks by Hybrid Multicriteria Decision Making Methods

Yazdi

Hanne

Gómez

2020

Journal of Business Economics and Management

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The aim of the study in this paper is to show how the performance of banks can be evaluated by ranking them based on Balanced Scorecard (BSC) and Multicriteria Decision Making (MCDM) methods. Nowadays, assessing the performance of companies is a vital work for finding their weaknesses and strengths. The banking sector is an important area in the service sector. Many people want to know which bank performs best when entrusting their money to them. For assessing the performance of banks, BSC can be used. This method helps to translate strategic issues to meaningful insights for the respective financial institutions. After that, the banks will be ranked based on performance indicators by the Weighted Aggregated Sum Product Assessment (WASPAS) method. Because this method is based on a decision matrix, weights are required. To find such weights, the Step-wise Weight Assessment Ratio Analysis (SWARA) method is applied. The results show that the International Bank of Colombia has a much better performance than other Colombian banks. Besides, further insights regarding the evaluation process based on BSC, SWARA, and WASPAS are obtained.

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Key performance indicators measurement in service business: a fuzzy VIKOR approach

Cited by 38 publications

References 37 publications

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

Sustainable and Special Economic Zone Selection under Fuzzy Environment: A Case of Pakistan

Evaluating the Performance of Colombian Banks by Hybrid Multicriteria Decision Making Methods

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