A Multi-Criteria Decision Making Approach for Evaluating Service Quality in Higher Education

Abstract

The quality of the services provided strongly impacts the university's reputation, enrollment, and student happiness. This paper offers a thorough technique that integrates political, economic, social, technical, and environmental issues to assess the quality of university services. This study proposes a decision-making model for evaluating service quality in higher education. Various criteria are related to this evaluation, so the multi-criteria decision-making (MCDM) methodology deals with these criteria. The preference ranking organization (PROMETHEE) method is used as an MCDM methodology to rank the alternatives. The criteria weights are computed based on the average method. The results show the environment is of the utmost importance. The sensitivity analysis checks the rank of alternatives. There are 12 cases proposed for criteria weights. The comparative analysis is made using other MCDM methods such as TOPSIS, VIKOR, EDAS, and MABAC. The results show the rank is stable in different cases, and the proposed method is effective compared with other MCDM methods.