USE OF A HYBRID MCDM METHOD TO EVALUATE KEY SOLUTIONS INFLUENCING SERVICE QUALITY AT A PORT LOGISTICS CENTER IN TAIWAN

Abstract

The main purpose of this article is to develop a hybrid multiple criteria decision-making (MCDM) model to evaluate key solutions influencing service quality at a port logistics center in Taiwan. At first, this article proposes the use of a hybrid MCDM model incorporating the Analytic Hierarchy Process (AHP), Decision Making Trial and Evaluation Laboratory (DEMATEL), and Analytic Network Process (ANP) techniques to assess the causal relationships between criterion variables, including dependent relationships and feedback mechanisms. Then, using a hypothetical port logistics center case as an example, this study focuses port logistics center service quality solutions, and applies the hybrid MCDM model constructed in this article in order to explain its functioning and assessment procedures. Finally, via the various operating steps of the hybrid MCDM model, the key logistics center service quality solutions are ranked. Furthermore, some discussions and conclusion are provided in the last of this article.