The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality

Min-Hsuan Yang; Chiu-Hung Su; Wen-Cheng Wang

doi:10.12973/eurasia.2017.01041a

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Min-Hsuan Yang ¹, Chiu-Hung Su ² ^* , Wen-Cheng Wang ²

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¹ National Taiwan University of Science and Technology, TAIWAN² Hwa Hsia University of Technology, TAIWAN^* Corresponding Author

Abstract

In practical environments, e-learners encounter service providers of varying quality. A wide range of criteria are used to assess service quality, but most of these criteria have interdependent or interactive characteristics, which can make it difficult to effectively analyze and improve service quality. The purpose of this study is to address this issue using a hybrid MCDM (multiple criteria decision-making) approach that includes the DEMATEL (decision-making trial and evaluation laboratory), DANP (the DEMATEL-based analytic network process) and VIKOR methods to achieve an optimal solution. By exploring the influential interrelationships between criteria related to e-learning, this approach can be used to solve interdependence and feedback problems, allowing for greater satisfaction of the actual needs of e-learners.

Keywords

e-learning and service quality
DANP (DEMATEL-based analytic network process)
MCDM (multiple criteria decision-making)
VIKOR
INRM

License

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Article Type: Research Article

EURASIA J Math Sci Tech Ed, 2017, Volume 13, Issue 8, 5927-5937

https://doi.org/10.12973/eurasia.2017.01041a

Publication date: 23 Aug 2017

Article Views: 3144

Article Downloads: 1985

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How to cite this article

APA

Yang, M.-H., Su, C.-H., & Wang, W.-C. (2017). The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality. Eurasia Journal of Mathematics, Science and Technology Education, 13(8), 5927-5937. https://doi.org/10.12973/eurasia.2017.01041a

Vancouver

Yang MH, Su CH, Wang WC. The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality. EURASIA J Math Sci Tech Ed. 2017;13(8):5927-37. https://doi.org/10.12973/eurasia.2017.01041a

AMA

Yang MH, Su CH, Wang WC. The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality. EURASIA J Math Sci Tech Ed. 2017;13(8), 5927-5937. https://doi.org/10.12973/eurasia.2017.01041a

Chicago

Yang, Min-Hsuan, Chiu-Hung Su, and Wen-Cheng Wang. "The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality". Eurasia Journal of Mathematics, Science and Technology Education 2017 13 no. 8 (2017): 5927-5937. https://doi.org/10.12973/eurasia.2017.01041a

Harvard

Yang, M.-H., Su, C.-H., and Wang, W.-C. (2017). The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality. Eurasia Journal of Mathematics, Science and Technology Education, 13(8), pp. 5927-5937. https://doi.org/10.12973/eurasia.2017.01041a

MLA

Yang, Min-Hsuan et al. "The Use of a DANP with VIKOR Approach for Establishing the Model of E-Learning Service Quality". Eurasia Journal of Mathematics, Science and Technology Education, vol. 13, no. 8, 2017, pp. 5927-5937. https://doi.org/10.12973/eurasia.2017.01041a