A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL

The Gap Between the Perceptions and Expectations of Quality of Services Delivered to the Participants at the Scientific Conferences Using the University of Hafr Al Batin as a Model

This study aims to reveal the gap between the perceptions and expectations of the quality of services delivered to participants at scientific conferences held at emerging Saudi universities (using University of Hafr Al Batin as a model). The study also reveals if there are differences, with statistical significance, in the sample response due to several variants such as gender, nationality, and the attendance rate of conferences per year. The research adopts the descriptive approach and uses SERVQUAL instruments. It has been applied to a random sample of 155 persons. The study outcomes show that the expectations are higher than the perceptions in terms of all dimensions and also demonstrate the differences that exist due to the attendance rate of conferences per year in favor of those who attended three or more conferences. The study provides suggestions to raise the quality of services delivered to the participants at these conferences.

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics

To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Teslić, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.

A Novel FMEA Model Based on Rough BWM and Rough TOPSIS-AL for Risk Assessment

Failure mode and effects analysis (FMEA) is a risk assessment method that effectively diagnoses a product’s potential failure modes. It is based on expert experience and investigation to determine the potential failure modes of the system or product to develop improvement strategies to reduce the risk of failures. However, the traditional FMEA has many shortcomings that were proposed by many studies. This study proposes a hybrid FMEA and multi-attribute decision-making (MADM) model to establish an evaluation framework, combining the rough best worst method (R-BWM) and rough technique for order preference by similarity to an ideal solution technique (R-TOPSIS) to determine the improvement order of failure modes. In addition, this study adds the concept of aspiration level to R-TOPSIS technology (called R-TOPSIS-AL), which not only optimizes the reliability of the TOPSIS calculation program, but also obtains more potential information. This study then demonstrates the effectiveness and robustness of the proposed model through a multinational audio equipment manufacturing company. The results show that the proposed model can overcome many shortcomings of traditional FMEA, and effectively assist decision-makers and research and development (R&D) departments in improving the reliability of products.