{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:04:18Z","timestamp":1781107458463,"version":"3.54.1"},"reference-count":69,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2013,4,1]]},"abstract":"<p>In today\u2019s changing environment two properties are required to service namely good relation with customers and service quality. Nowadays no organization can get great achievement unless it can attract sufficient customers providing better service quality is important for service firms. This paper proposes a novel combined approach utilizing group decision making process to evaluate and rank criteria influencing the customer relationship management and service quality of four banks in Iran based on fuzzy decision making trial and evaluation laboratory (Fuzzy DEMATEL) and fuzzy analytic network process (Fuzzy ANP). Defuzzification of decision makers\u2019 judgments is handled by Converting Fuzzy data into Crisp Scores (CFCS) method. Fuzzy DEMATEL is applied to deal with inner dependencies among criteria. Fuzzy ANP is used to compute final ranking of four banks as an empirical example. An empirical study is presented to illustrate the application of the proposed method.<\/p>","DOI":"10.4018\/jsds.2013040104","type":"journal-article","created":{"date-parts":[[2013,7,1]],"date-time":"2013-07-01T12:30:56Z","timestamp":1372681856000},"page":"48-78","source":"Crossref","is-referenced-by-count":5,"title":["An Uncertain Decision Making Process Considering Customers and Services in Evaluating Banks"],"prefix":"10.4018","volume":"4","author":[{"given":"Fatemeh","family":"Akbari","sequence":"first","affiliation":[{"name":"Department of Industrial Engineering, Mazandaran University of Science and Technology, Babol, Iran"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Hamed","family":"Fazlollahtabar","sequence":"additional","affiliation":[{"name":"Faculty of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Iraj","family":"Mahdavi","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Mazandaran University of Science and Technology, Babol, Iran"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jsds.2013040104-0","unstructured":"Albayrak, E., & Erensal, Y. C. (2005). A study bank selection decision in Turkey using the extended fuzzy AHP method. In Proceedings of the 35th International Conference on Computers and Industrial Engineering, Istanbul, Turkey."},{"key":"jsds.2013040104-1","author":"J.Anton","year":"2001","journal-title":"Customer relationship management: The bottom line to optimizing your ROI (NetEffect Series)"},{"key":"jsds.2013040104-2","doi-asserted-by":"publisher","DOI":"10.1108\/08876049610148602"},{"key":"jsds.2013040104-3","doi-asserted-by":"publisher","DOI":"10.1108\/02652329410063223"},{"key":"jsds.2013040104-4","doi-asserted-by":"publisher","DOI":"10.1016\/0148-2963(92)90022-4"},{"key":"jsds.2013040104-5","doi-asserted-by":"publisher","DOI":"10.1108\/02652320010322994"},{"key":"jsds.2013040104-6","doi-asserted-by":"publisher","DOI":"10.1016\/0007-6813(88)90053-5"},{"key":"jsds.2013040104-7","doi-asserted-by":"publisher","DOI":"10.2307\/1252199"},{"key":"jsds.2013040104-8","first-page":"33","article-title":"Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions.","volume":"66","author":"J. M.Carman","year":"1990","journal-title":"Journal of Retailing"},{"key":"jsds.2013040104-9","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2010.04.010"},{"key":"jsds.2013040104-10","author":"M.Christopher","year":"1993","journal-title":"Relationship marketing: Bringing quality, customer service and marketing together"},{"key":"jsds.2013040104-11","author":"M.Christopher","year":"2002","journal-title":"Relationship marketing: Creating stakeholder value"},{"key":"jsds.2013040104-12","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijpe.2004.02.006"},{"key":"jsds.2013040104-13","doi-asserted-by":"publisher","DOI":"10.2307\/1252296"},{"key":"jsds.2013040104-14","doi-asserted-by":"publisher","DOI":"10.1504\/IJADS.2012.050023"},{"key":"jsds.2013040104-15","doi-asserted-by":"publisher","DOI":"10.1016\/S0888-613X(99)00025-0"},{"key":"jsds.2013040104-16","doi-asserted-by":"publisher","DOI":"10.1108\/09513559510103157"},{"key":"jsds.2013040104-17","doi-asserted-by":"publisher","DOI":"10.2307\/1252157"},{"key":"jsds.2013040104-18","doi-asserted-by":"publisher","DOI":"10.1016\/S0278-4319(02)00072-5"},{"issue":"2","key":"jsds.2013040104-19","first-page":"93","article-title":"Quality improvement in the Greek and Kenyan insurancindustries.","volume":"16","author":"T.Evangelos","year":"2004","journal-title":"Archives of Economic History"},{"key":"jsds.2013040104-20","doi-asserted-by":"publisher","DOI":"10.4018\/jsds.2012070103"},{"key":"jsds.2013040104-21","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(05)80004-1"},{"key":"jsds.2013040104-22","author":"E.Fontela","year":"1976","journal-title":"The DEMATEL observer, DEMATEL 1976 report"},{"key":"jsds.2013040104-23","doi-asserted-by":"publisher","DOI":"10.1016\/S0377-2217(98)00134-9"},{"key":"jsds.2013040104-24","doi-asserted-by":"publisher","DOI":"10.1108\/09604529610149194"},{"key":"jsds.2013040104-25","doi-asserted-by":"publisher","DOI":"10.1108\/02652320310469511"},{"key":"jsds.2013040104-26","author":"W.Goosen","year":"1999","journal-title":"Banking in the new millenium"},{"key":"jsds.2013040104-27","unstructured":"Gosney, J. W., & Boehm, T. P. (2000). Customer relationship management essentials. New Delhi, India: Prentice-Hall of India Private Limited."},{"key":"jsds.2013040104-28","doi-asserted-by":"publisher","DOI":"10.1108\/02686900210444798"},{"key":"jsds.2013040104-29","doi-asserted-by":"publisher","DOI":"10.4018\/jsds.2011040102"},{"key":"jsds.2013040104-30","doi-asserted-by":"publisher","DOI":"10.4018\/jsds.2011040104"},{"key":"jsds.2013040104-31","doi-asserted-by":"publisher","DOI":"10.4018\/jsds.2012040103"},{"key":"jsds.2013040104-32","author":"A.Kaufmann","year":"1988","journal-title":"Fuzzy mathematical models in engineering and management science"},{"key":"jsds.2013040104-33","doi-asserted-by":"publisher","DOI":"10.1504\/IJADS.2012.050019"},{"key":"jsds.2013040104-34","doi-asserted-by":"publisher","DOI":"10.1016\/j.dss.2009.07.006"},{"issue":"4","key":"jsds.2013040104-35","first-page":"33","article-title":"Assessing the validity of SERVQUAL: An empirical analysis in Hong Kong.","volume":"4","author":"S. S. K.Lam","year":"1995","journal-title":"Asia Pacific Journal of Quality Management"},{"key":"jsds.2013040104-36","doi-asserted-by":"publisher","DOI":"10.1080\/00137919508903159"},{"key":"jsds.2013040104-37","doi-asserted-by":"publisher","DOI":"10.1016\/S0305-0548(99)00057-X"},{"key":"jsds.2013040104-38","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.jors.2601569"},{"key":"jsds.2013040104-39","author":"S.Marx","year":"1998","journal-title":"Business and management"},{"key":"jsds.2013040104-40","doi-asserted-by":"publisher","DOI":"10.1080\/02642069400000004"},{"key":"jsds.2013040104-41","doi-asserted-by":"publisher","DOI":"10.1108\/08858629810206232"},{"issue":"2","key":"jsds.2013040104-42","first-page":"115","article-title":"Toward management of transportation service quality.","volume":"30","author":"E. A.Morash","year":"1994","journal-title":"Logistics and Transportation Review"},{"key":"jsds.2013040104-43","author":"L. J.Mullins","year":"1996","journal-title":"Management and organisational behaviour"},{"key":"jsds.2013040104-44","doi-asserted-by":"publisher","DOI":"10.1108\/09596110510612112"},{"key":"jsds.2013040104-45","doi-asserted-by":"publisher","DOI":"10.1108\/02652320110388559"},{"key":"jsds.2013040104-46","doi-asserted-by":"publisher","DOI":"10.1142\/S0218488503002387"},{"key":"jsds.2013040104-47","doi-asserted-by":"publisher","DOI":"10.2307\/1251430"},{"issue":"1","key":"jsds.2013040104-48","first-page":"1240","article-title":"SERVQUAL: A multi-item scale for measuring consumer perceptions of the service quality.","volume":"64","author":"A.Parasuraman","year":"1988","journal-title":"Journal of Retailing"},{"key":"jsds.2013040104-49","doi-asserted-by":"publisher","DOI":"10.1016\/S0263-2373(00)00013-X"},{"key":"jsds.2013040104-50","doi-asserted-by":"publisher","DOI":"10.1509\/jmkr.41.3.293.35991"},{"key":"jsds.2013040104-51","unstructured":"Rigby, D., & Burton, M. (2004). Modeling indifference and dislike: A bounded Bayesian mixed logit model of the UK market for GM food."},{"key":"jsds.2013040104-52","author":"S. P.Robbins","year":"1998","journal-title":"Organizational behavior"},{"key":"jsds.2013040104-53","unstructured":"Rootman, C. (2006). The influence of customer relationship management on the service quality of banks. Unpublished masters dissertation, Nelson Mandela Metropolitan University, Port Elizabeth."},{"key":"jsds.2013040104-54","author":"R. T.Rust","year":"1994","journal-title":"Service quality: New directions in theory and practice"},{"key":"jsds.2013040104-55","author":"T. L.Saaty","year":"1980","journal-title":"The analytical hierarchy process"},{"key":"jsds.2013040104-56","author":"T. L.Saaty","year":"1996","journal-title":"Decision making with dependence and feedback: The analytic network process"},{"key":"jsds.2013040104-57","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2009.03.013"},{"key":"jsds.2013040104-58","doi-asserted-by":"publisher","DOI":"10.4018\/jsds.2011100102"},{"key":"jsds.2013040104-59","doi-asserted-by":"publisher","DOI":"10.4018\/IJSDS.2012010103"},{"key":"jsds.2013040104-60","doi-asserted-by":"publisher","DOI":"10.1016\/S0925-5273(99)00061-4"},{"key":"jsds.2013040104-61","doi-asserted-by":"publisher","DOI":"10.1504\/IJADS.2011.039516"},{"key":"jsds.2013040104-62","doi-asserted-by":"publisher","DOI":"10.1016\/0022-4359(94)90013-2"},{"key":"jsds.2013040104-63","doi-asserted-by":"publisher","DOI":"10.2307\/1252216"},{"key":"jsds.2013040104-64","author":"D.Walker","year":"1990","journal-title":"Customer first: A strategy for quality service"},{"key":"jsds.2013040104-65","doi-asserted-by":"publisher","DOI":"10.1016\/S0925-5273(03)00221-4"},{"key":"jsds.2013040104-66","doi-asserted-by":"publisher","DOI":"10.1007\/s11771-005-0018-9"},{"key":"jsds.2013040104-67","doi-asserted-by":"publisher","DOI":"10.1016\/S0925-5273(03)00189-0"},{"key":"jsds.2013040104-68","doi-asserted-by":"publisher","DOI":"10.1016\/S0019-9958(65)90241-X"}],"container-title":["International Journal of Strategic Decision Sciences"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=78346","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T12:19:33Z","timestamp":1654085973000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jsds.2013040104"}},"subtitle":["A Case Study"],"short-title":[],"issued":{"date-parts":[[2013,4,1]]},"references-count":69,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2013,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jsds.2013040104","relation":{},"ISSN":["1947-8569","1947-8577"],"issn-type":[{"value":"1947-8569","type":"print"},{"value":"1947-8577","type":"electronic"}],"subject":[],"published":{"date-parts":[[2013,4,1]]}}}