An integrated fuzzy AHP-TOPSIS approach to evaluation of mobile service operators

Funda Samanlioglu, Bilge Akkaya, Hayrettin Guler and Tugce Meric
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Funda Samanlioglu: Kadir Has University, Turkey
Bilge Akkaya: Kadir Has University, Turkey
Hayrettin Guler: Kadir Has University, Turkey
Tugce Meric: Kadir Has University, Turkey

in ABEM Conference Proceedings from Academy of Business and Emerging Markets (ABEM), Canada, currently edited by Satyendra Singh

Abstract: Telecommunication industry is one of the main drivers of the economy in Turkey. Invention of smart phones has triggered the number of subscribers, service diversity and also competition in this business. Telecommunication industry became very attractive for both customers and investors. Evaluation and selection of mobile service operators for customers is a multi-criteria decision making (MCDM) problem with many potentially competing qualitative and quantitative criteria. In this study, mobile service operator evaluation process in Turkey is discussed as a MCDM problem. MCDM method and fuzzy Analytic Hierarchy Process (f-AHP) are integrated with fuzzy Technique for Order of Preference by Similarity to Ideal Solution (f-TOPSIS). In the evaluation process, main criteria about prices, quality of technical services, productivity of customer services, and properties of tariffs are taken into consideration along with related sub-criteria. First, importance weights of criteria and sub-criteria are calculated with f-AHP, and then determined weights are used in f-TOPSIS to rank major mobile service operator alternatives in Turkey. During the group decision making process in fuzzy AHP-TOPSIS, pairwise comparisons in f-AHP and evaluation of alternatives in f-TOPSIS are done based on students’ responses because they are one of the most affected groups from new developments and competitive environment in the society. As a result, Vodafone is ranked as the best alternative, followed by Turkcell and Avea operators in Turkey.

Keywords: Fuzzy; AHP-TOPSIS; mobile; service (search for similar items in EconPapers)
Date: 2017
ISBN: 9780993734229
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