• P-ISSN 0974-6846 E-ISSN 0974-5645

Indian Journal of Science and Technology


Indian Journal of Science and Technology

Year: 2011, Volume: 4, Issue: 12, Pages: 1763-1772

Original Article

Ranking the voice of customer with fuzzy DEMATEL and fuzzy AHP


Organizations and large companies consider “voice of customer” is an important factor for growth. The aim of our study is to achieve defined and suitable models of ranking the key criteria of the voice of customer. The method is based upon Fuzzy multiple criteria decision making (FMCDM). Fuzzy decision making trial and evaluation laboratory (Fuzzy DEMATAL) method, a useful group decision making tool, has been used to transform the complex interactions between the criteria of the problems of practical life into a visible structured model. The results indicate that in the presented case study, we could apply Fuzzy DEMATAL method to estimate the quantity of the effects of direct and indirect relations of elements with each other and promote the quality of relations and interrelations of the group.
Keywords: Fuzzy DEMATEL, Fuzzy AHP, FMCDM, Voice of Customer


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