A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation
Abstract
The scientific evaluation of property perceived service quality (PPSQ) needs multi-stage, multi-source and large-group perceived information, which is deemed to be the decision problem for dynamic, heterogeneous and large-scale data processing. Aiming at the problem, we propose a general multi-attribute multi-scale (MAMS) method based on the dynamic linear programming technique for multi-dimensional analysis of preference (LINMAP). In the dynamic LINMAP model, the classic MAMS matrix is introduced and extended into a general form. The dynamic LINMAP model is constructed by defining dynamic consistency and dynamic inconsistency. The time series weight is determined by Orness method. The new method adapts to the requirements of modern PPSQ. Finally, we verify the feasibility and effectiveness of dynamic LINMAP method by analyzing a PPSQ evaluation example. The new method improves the traditional PPSQ evaluation, and provides a perspective for large-scale data processing by the classic decision method.
First published online 23 June 2020
Keyword : property perceived service quality, general MAMS method, the dynamic LINMAP model, complex evaluation data
How to Cite
Zuo, W.-J., Li, D.-F., & Yu, G.-F. (2020). A general multi-attribute multi-scale decision making method based on dynamic LINMAP for property perceived service quality evaluation. Technological and Economic Development of Economy, 26(5), 1052-1073. https://doi.org/10.3846/tede.2020.12726
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Lo, K. K., Hui, E. C. M., & Ching, R. H. F. (2013). Analytic hierarchy process approach for competitive property management attributes. Facilities, 31(1/2), 84–96. https://doi.org/10.1108/02632771311292536
Lu, Y. F. (2018). Application of QFD theory in improving the perceived quality of property service. Management and Administration, 409(7), 130–133.
Lv, X. H., & Li, D. F. (2004). Extension of LINMAP to group decision in the fuzzy environment. Systems Engineering & Electronics, 26, 605–564. https://doi.org/10.1088/0256-307X/21/5/051
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Berry, L. L., Parasuraman A., & Zeithaml, V. A. (1988). The service-quality puzzle. Business Horizons, 31, 35–43. https://doi.org/10.1016/0007-6813(88)90053-5
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82. https://doi.org/10.1177/002224299005400206
Brown, T. J., Churchill, G. A., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of Retailing, 69(1), 127–139. https://doi.org/10.1016/S0022-4359(05)80006-5
Cai, C., Xu, X. H., Wang, P., & Chen, X. H. (2016). A multi-stage conflict style large group emergency decision-making method. Soft Computing, 21(19), 5765–5778. https://doi.org/10.1007/s00500-016-2155-5
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244–249. https://doi.org/10.1177/002224376500200303
Chen, X. H. (2009). Complex large group decision-making and application. Science Press.
Cheng, L. S. (2011). Theory and method of service quality evaluation. China Standard Press.
China Property Management Institute. (2018). National property management industry development report 2018. China Property Management Institute, Beijing, China. http://www.ecpmi.org.cn/
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68. https://doi.org/10.1177/002224299205600304
Deng, R. S. (2007). Analysis of the origin of property management, Modern Property, (04), 8–9.
Deng, J. J., & Luo, L. (2006). Measurement of owner satisfaction in residential property management. Technology and Market, (09), 58–60.
Deng, J., Sheng, P. P., Wang, R., & Shen, Y. (2018). An empirical research on the quality evaluation of archival websites from the perspective of user perception. Library and Information Service, 62(01), 33–39.
Erto, P., & Vanacore, A. (2002). A probabilistic approach to measure hotel service quality. Total Quality Management, 13(2), 165–174. https://doi.org/10.1080/09544120120102405
Gou, X., Xu, Z., & Herrera, F. (2018). Consensus reaching process for large-scale group decision-making with double hierarchy hesitant fuzzy linguistic preference relations. Knowledge-Based Systems, 157, 20–33. https://doi.org/10.1016/j.knosys.2018.05.008
Gronroos, C. (1983). Strategic management and marketing in the service sector (pp. 83–104). Marketing Science Institute. https://www.msi.org/reports/strategic-management-and-marketing-in-theservice-sector
Gronroos, C. (2000). Service management and marketing: A customer relationship management approach. Wiley.
Guo, H. L., & Wang, Y. C. (2014). Performance evaluation model and application of project department of large-scale property service companies. China Journal of Commerce, (5), 56–58.
Razavi Hajiagha, S. H., Hashemi, Sh. S., Zavadskas, E. K., & Akrami, H. (2012). Extensions of linmap model for multi criteria decision making with grey numbers. Technological & Economic Development of Economy, 18(4), 636–650. https://doi.org/10.3846/20294913.2012.740518
Han, L. J., Tang, X. Y, & Tong, Z. Q. (2013). The quality evaluation of property service based on SERVQUAL model – a Nanjing city perspective. Journal of Engineering Management, 27(06), 56–60.
Hedvall, M. B., & Paltschik, M. (1991). Developing pharmacy services: a customer-driven interaction and counselling approach. The Service Industries Journal, 11(1), 36–46. https://doi.org/10.1080/02642069100000004
Huang, G. L., & Li, J. Z. (2013). Research on customer satisfaction evaluation of residential property management. China Economist, (06), 23–24.
Huo, Y. B. (2010). Study on service quality evaluation of property management based on SERVQUAL. Journal of Nanjing University of Finance and Economics, (02), 81–84.
Juran, J. M. (1986). The quality trilogy. Quality Progress, 9(8), 19–24. https://statmodeling.stat.columbia.edu/wp-content/uploads/2017/10/Juran-trilogy-1986.pdf
Ko, Y. J., & Pastore, D. L. (2004). Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly, 13(3), 158–166.
Lehtinen, U., & Lehtinen, J. R. (1982). Service quality: A study of quality dimensions (Working paper). Service Management Institute, Helsinki. https://www.scirp.org/reference/ReferencesPapers.aspx?ReferenceID=2163317
Li, D. F. (2008). Extension of the LINMAP for multiattribute decision-making under Atanassov’s intuitionistic fuzzy environment. Fuzzy Optimization & Decision-Making, 7, 17–34. https://doi.org/10.1007/s10700-007-9022-x
Li, D. F., Chen, G. H., & Huang, Z. G. (2010). Linear programming method for multiattribute group decision making using IF sets. Information Sciences, 180, 1591–1609. https://doi.org/10.1016/j.ins.2010.01.017
Li, D. F., & Yang, J. B. (2004). Fuzzy linear programming technique for multiattribute group decisionmaking in fuzzy environments. Information Sciences, 158, 263–275. https://doi.org/10.1016/j.ins.2003.08.007
Li, J. M. (2010). SQ-Atten: Service quality evaluation approach of public sector’s websites. Journal of Intelligence, 29(02), 72–79.
Liao, Q. Y., & Hu, S. S. (2017). Research on the evaluation system of property management service quality for residential quarters: taking Chongqing as an example. Construction Economy, 38, 76–82.
Liu, H. Q., & Liu, Q. (2012). Institutional arrangement and government role in home-based care services. Reform, (03), 66–71.
Liu, H. C., Li, Z., Zhang, J. Q., & You, X. Y. (2018). A large group decision-making approach for dependence assessment in human reliability analysis. Reliability Engineering & System Safety, 176, 135–144. https://doi.org/10.1016/j.ress.2018.04.008
Liu, L. J., & Zuo, W. J. (2019). Interval value weighted Muirhead mean operator and its application in perceived service quality evaluation. Journal of Industrial Technological Economics, 38(05), 38–44.
Liu, Y., Yu, M., & Liu, Y. (2019). Evaluation model of bus line service quality based on passenger perception. Journal of Northeastern University (Natural Science Edition), 40(05), 750–755.
Liu, Y., Fan, Z. P., & Zhang, X. (2016). A method for large group decision-making based on evaluation information provided by participators from multiple groups. Information Fusion, 29, 132–141. https://doi.org/10.1016/j.inffus.2015.08.002
Liu, Y. (2003). Research on customer satisfaction evaluation. Social Sciences Academic Press.
Lo, K. K., Hui, E. C. M., & Ching, R. H. F. (2013). Analytic hierarchy process approach for competitive property management attributes. Facilities, 31(1/2), 84–96. https://doi.org/10.1108/02632771311292536
Lu, Y. F. (2018). Application of QFD theory in improving the perceived quality of property service. Management and Administration, 409(7), 130–133.
Lv, X. H., & Li, D. F. (2004). Extension of LINMAP to group decision in the fuzzy environment. Systems Engineering & Electronics, 26, 605–564. https://doi.org/10.1088/0256-307X/21/5/051
Mazis, M. B. (1975). Antipollution measures and psychological reactance theory: A field experiment. Journal of Personality & Social Psychology, 31(4), 654–660. https://doi.org/10.1037/h0077075
Mesarovic, M. D., & Takahara, Y. (1972). On a qualitative theory of satisfactory control. Information Sciences, 4(4), 291–313. https://doi.org/10.1016/S0020-0255(72)80018-5
Miao, Y. (2010). Study on the selection and ranking of factors influencing customer satisfaction of urban residential property based on key events. Journal of Changsha University, 24(6), 24–26.
Ming, J. R., & Cao, H. Z. (2019). Research on evaluation of mobile library service quality based on grounded theory. Library Tribune, 39(08), 66–73.
Olshavsky, R. W., & Miller, J. A. (1972). Consumer expectations, product performance, and perceived product quality. Journal of Marketing Research, 9(1), 19–21. https://doi.org/10.1177/002224377200900105
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Podinovski, V. V. (2010). Set choice problems with incomplete information about the preferences of the decision maker. European Journal of Operational Research, 207, 371–379. https://doi.org/10.1016/j.ejor.2010.04.010
Qin, Y. H., & Liu, D. X. (2015). Research on urban residents’perception and evaluation of domestic tourism service quality in China. Journal of Southwest University (Natural Science Edition), 37(04), 47–54.
Shiu, J. Y., Lu, S. T., Chang, D. S., & Wu, K. W. (2016). Fuzzy multicriteria decision-making tools for selecting a professional property management company. International Transactions in Operational Research, 26(4), 1527–1557. https://doi.org/10.1111/itor.12356
Shi, L. (2017). Research on construction of evaluation index system of service quality perceived by express customers and influencing factors. Price: Theory & Practice, (07), 149–152.
Shocker, A. D., & Srinivasan, V. (1973). LINMAP: Linear programming techniques for the multidimensional analysis of preferences. Psychometrika, 38, 337–369. https://doi.org/10.1007/BF02291658
Wan, S. P., & Li, D. F. (2013). Fuzzy LINMAP approach to heterogeneous MADM considering comparisons of alternatives with hesitation degrees. Omega, 41, 925–940. https://doi.org/10.1016/j.omega.2012.12.002
Wang, Z., Li, K. W., & Wang, W. (2009). An approach to multiattribute decision making with intervalvalued intuitionistic fuzzy assessments and incomplete weights. Information Sciences, 179, 3026– 3040. https://doi.org/10.1016/j.ins.2009.05.001
Weiner, B. (1986). An attributional theory of motivation and emotion. SSSP Springer, 92(4), 159–190. https://doi.org/10.1037/0033-295X.92.4.548
Wu, J. (2009). Application of SERVQUAL method in property service quality evaluation. Modern Property Management, (10), 78–81.
Song, W., Zhu, J. J., & Zhang, S. T. (2018). A multi-stage uncertain risk decision-making method with reference point based on extended LINMAP method. Journal of Intelligent & Fuzzy Systems, 35, 1133–1146. https://doi.org/10.3233/JIFS-17931
Xie, J. J. (2012). A superficial understanding of the transformation and upgrading of property management to modern service industry. China Property Management, (10), 8–9.
Xu, X. H., Du, Z. J., Chen X. H., & Zhou, Y. J. (2017). Conflict large-group emergency decision-making method while protecting minority opinions. Journal of Management Sciences in China, 20, 10–23.
Xu, X. H., & Wu, H. D. (2014). A multi-attribute large group decision-making method based on fuzzy preference dynamic information interacting. Advances in Intelligent Systems and Computing, 281, 1423–1433. https://doi.org/10.1007/978-3-642-55122-2_122
Xu, X. H., Wang, M. S., & Chen, X. H. (2014). Multi-attribute & multi-stage large group decisionmaking method for preference conflict optimization. Journal of Systems Engineering, 29(01), 48–55.
Xu, Y. J., Wen, X. W., & Zhang, W. C. (2018). A two-stage consensus method for large-scale multiattribute group decision making with an application to earthquake shelter selection. Computers & Industrial Engineering, 116, 113–129. https://doi.org/10.1016/j.cie.2017.11.025
Xu, Y. J., Xu, A. W., & Wang, H. M. (2016). Hesitant fuzzy linguistic linear programming technique for multidimensional analysis of preference for multi-attribute group decision making. International Journal of Machine Learning and Cybernetics, 7(5), 845–855. https://doi.org/10.1007/s13042-015-0417-7
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