The purpose of this paper is to present a new technique for the determination of effective criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation.Design/methodology/approachThe weight values express the relative importance of criteria. In most of research works, weight values depend heavily on expert knowledge, and customer’s perspective have not been considered. The proposed approach determines the criteria weight on satisfaction using genetic algorithm and fuzzy synthetic evaluation considering Euclidean distance between the computed overall satisfaction evaluation and the surveyed overall satisfaction evaluation.FindingsThe research findings show that different segments of customer have various needs and explain causes of various needs in customers using genetic algorithm and fuzzy synthetic evaluation.Originality/valueThe value of the paper is in it using a new approach in order to determine the weight of criteria. The main advantage of proposed approach is that it will help managers and researchers to determine the weight of criteria on satisfaction, and this process will no longer just rely on expert knowledge.
EuroMed Journal of Business – Emerald Publishing
Published: Mar 20, 2019
Keywords: Customer satisfaction; Service quality; Fuzzy synthetic evaluation; Genetic algorithm