Multi-level grey comprehensive evaluation on service quality of NPOs

Abstract

Service quality is a critical success factor for any organiation whereas its evaluation still has not been fully addressed especially in the context of nonprofit organizations (NPOs). Therefore, the objective of this study is to investigate a multi-level grey evaluation method for service quality of NPOs. First, a framework for evaluating service quality is developed, which includes six dimensions and eighteen indexes. Then, the analytic hierarchy process and the theory of grey system are introduced in setting up a comprehensive evaluation model. Additionally, an example is used to illustrate the availability of the proposed method. The result shows that multi-level grey evaluation method can be applied to evaluate service quality of NPOs conveniently and scientifically. Meanwhile the evaluation results can help practitioners judge the necessity to improve the service quality and determine which dimension or index is the most needed direction to improve.

Software Trusted Comprehensive Evaluation Model Based on Fuzzy Grey Method

“…For one thing, because the evaluation of the software trustworthiness is ambiguity in the evaluation criteria, so this paper selects the fuzzy evaluation method [7]. For another, because judging abilities and preferences of the judges are different, leading to evaluating information contains a certain gray level, so the paper introduces gray theory [8]. In view of these, the author proposes an evaluation model based on fuzzy and gray theory, considering the fuzzy and gray nature of experts' judging information.…”