2 research outputs found
Interval type-2 fuzzy multi-attribute decision-making approaches for evaluating the service quality of Chinese commercial banks
The file attached to this record is the author's final peer reviewed version. The Publisher's final version can be found by following the DOI link.In today’s world, with increased competition, the service quality of Chinese commercial
banks is recognized as a major factor that is responsible for enhancing competitiveness. Therefore, it is
necessary to evaluate and analyse the service quality of Chinese commercial banks to realize their
stable development. The service quality evaluation could be recognized as a multi-attribute
decision-making (MADM) problem with multiple assessment attributes, both being of a qualitative and
quantitative nature. Owing to the growing complexity and high uncertainty of the financial
environment, the assessments of attributes cannot always possibly express using a real and/or type-1
fuzzy number. Additionally, a heterogeneous relationship often exists among the attributes under many
real decision cases. In this study, we create two MADM approaches to handle decision-making
problems with interval type-2 fuzzy numbers (IT2FNs) and offer their application to service quality
evaluations of commercial banks problems. Specifically, we first define some operations on IT2FNs
based on Archimedean T-norms (ATs) and develop a bi-directional projection measure of IT2FNs. Next,
by combining the generalized Banzhaf index, the Choquet integral and IT2FNs, we propose the interval
type-2 fuzzy Archimedean Choquet (IT2FAC) operator, the Banzhaf IT2FAC (BIT2FAC) operator and
the 2-additive BIT2FAC (2ABIT2FAC) operator. Then, we establish two optimal models for deriving
the weights of attributes based on a bi-directional projection measure of IT2FNs and Banzhaf function.
Finally, we create two novel MADM methods under interval type-2 fuzzy contexts, where an
illustrative case concerning the service quality evaluation of Chinese commercial banks is used to
explain the created MADM approaches