TY - GEN
T1 - Computing with Words to Assess the Perceived Quality of IT Products and Projects
AU - Peña Abreu, Marieta
AU - Mejias Cruz, Juan Carlos
AU - López Valerio, Cynthia
AU - Piñero Pérez, Pedro Yobanis
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
PY - 2024
Y1 - 2024
N2 - This paper proposes a method based on computing with words paradigms to assess the perceived quality of IT services that contribute to decision making. The proposal is divided into four phases. In the first one, the experts and criteria for the evaluation of the perceived quality of the IT services are selected. In the second one, the preferences of the users are collected. In the third one, the evaluation is carried out using the 2-tuple model and in the fourth one, the achieved result is integrated for a more profound analysis during decision making. The experts are selected through the Delphi method. The evaluation criteria are defined using the Focal Group technique and weighted with values between (0, 1) according to their importance. Valuations are expressed in the linguistic domain and aggregation operators are used that avoid the loss of information. As a result, the pair (level of perceived quality, precision) is obtained for each evaluated service. The method was validated with three IT services, in which 24 users evaluated 12 criteria selected by 10 experts. The perceived quality level of service was excellent with −0.33 of precision, service was very high with −0.16 of precision and reached an excellent value with −0.45 of precision. The proposed method is a favorable solution to assess the perceived quality of IT services in uncertain environments. Its use contributes to the decision making and to the improvement of the IT services evaluated.
AB - This paper proposes a method based on computing with words paradigms to assess the perceived quality of IT services that contribute to decision making. The proposal is divided into four phases. In the first one, the experts and criteria for the evaluation of the perceived quality of the IT services are selected. In the second one, the preferences of the users are collected. In the third one, the evaluation is carried out using the 2-tuple model and in the fourth one, the achieved result is integrated for a more profound analysis during decision making. The experts are selected through the Delphi method. The evaluation criteria are defined using the Focal Group technique and weighted with values between (0, 1) according to their importance. Valuations are expressed in the linguistic domain and aggregation operators are used that avoid the loss of information. As a result, the pair (level of perceived quality, precision) is obtained for each evaluated service. The method was validated with three IT services, in which 24 users evaluated 12 criteria selected by 10 experts. The perceived quality level of service was excellent with −0.33 of precision, service was very high with −0.16 of precision and reached an excellent value with −0.45 of precision. The proposed method is a favorable solution to assess the perceived quality of IT services in uncertain environments. Its use contributes to the decision making and to the improvement of the IT services evaluated.
KW - Computing with words
KW - Decision making
KW - Evaluation of perceived quality
UR - https://www.scopus.com/pages/publications/85187713509
U2 - 10.1007/978-3-031-50495-2_15
DO - 10.1007/978-3-031-50495-2_15
M3 - Contribución a la conferencia
AN - SCOPUS:85187713509
SN - 9783031504945
T3 - Studies in Computational Intelligence
SP - 353
EP - 367
BT - Computational Intelligence in Engineering and Project Management
A2 - Piñero Pérez, Pedro Yobanis
A2 - Kacprzyk, Janusz
A2 - Bello Pérez, Rafael
A2 - Pupo, Iliana Pérez
PB - Springer Science and Business Media Deutschland GmbH
T2 - 11th Ibero-American Congress of Engineering and Project Management, CIIP 2023
Y2 - 5 October 2023 through 7 October 2023
ER -