Ranking of Service Quality Solution for Blended Design Teaching Using Fuzzy ANP and TOPSIS in the Post-COVID-19 Era

Abstract

The blended educational method has become a common way of teaching and learning in the post-COVID-19 era. However, the related research on the selection model for the blended design teaching service quality solution is still an important research gap during this period. Therefore, this study proposed a hybrid method of fuzzy analytic network process (FANP) and technique for order preference by similarity to ideal solution (TOPSIS) to analyse the dimensions, indicators and alternatives of blended design teaching service quality. As for the findings of this research, the dimension of assurance is the most vital factor, followed by responsiveness, reliability and empathy. Meanwhile, this research discovered that the top three significant alternatives are “Employees are trustworthy”, “Safe transaction mechanism and environment” and “Personalised needs of customers”. Also, we found that dimensions utilised to evaluate the quality of education service are similar whether in the post COVID-19 era, in the COVID-19 epidemic or prior to the COVID-19 pandemic. The main contribution of this study is to establish a multi-criteria decision-making (MCDM) model for the ranking of the blended design teaching service quality index and solution under a fuzzy environment. Finally, the research findings of this study have a guiding role, thereby becoming a guide for the industries related to hybrid design education to maintain good service quality in similar scenarios in the future.

Keywords

• blended design teaching
• service quality
• fuzzy analytic network process (FANP)
• technique for order preference by similarity to ideal solution (TOPSIS)
• multi-criteria decision-making (MCDM)