An Application of Fuzzy TOPSIS Methodology for Garage Service Providers Selection Based on Gummesson 4Q Service Quality Management Model

Abstract

Quality management in the garage service sectors is the main issue in Ethiopia for businessmen as well as customers. For the purpose of improving the service quality management system, and to address which option is best; model has developed that integrates the MCDM techniques with the service quality management model. The different service quality management models including the Gummesson 4Q have considered in previous literature, however, their integration with the FTOPSIS methodology has not been studied.In filling this gap, in this research, first literatures regarding the service quality management models, and MCDM tools including FTOPSIS have reviewed to depict the areas in which the models applied. Second, among the models due to its nature of providing high-quality service quality management opportunities, Gummesson's 4Q model with it’s dimensions namely designed quality, product quality, delivery quality and relational quality is selected for this study as the comparison criteria. Finally, a FTOPSIS methodology has applied to prioritize garage service providers. According to the methodology, the result showed that A1, A5, and A4 are the best garage service providers with the closeness coefficient (CC) of 0.469, 0.466, and 0.458 respectively. As the main implication and contribution, the research procedures, framework, model, and obtained results using the developed methodology can help the sector investors adjust their internal resource capacity towards ascertaining the required service quality, and for end customers to perceive quality and high level of satisfaction.  In addition to this, it is also helpful for practitioners, academicians, researchers, and policy makers to determine the service quality through the designed management system to provide possible solution with in the sectors, and similar sectors.