A novel intuitionistic fuzzy based computing model for unravelling key attributes of service quality for higher education management

Abstract

Besides facilitating business transformation, Industry 4.0 has brought in a paradigm shift in higher education management (HEM). It is therefore quite contemporary to review the attributes of service quality (SQ) of higher educational institutions (HEIs). In the quest for the identification of pivotal attributes of SQ, in this work, the researchers proffer an innovative expert decision analysis (EDA) model using intuitionistic fuzzy numbers (IFN) and Dombi aggregation (DOA). The ongoing study consults popular theories of SQ relevant to HEM for underpinning the conceptual framework and identifying the attributes. Then it extends a recent multi-criteria model for decision making (MCMD), such as comparisons between ranked criteria (COBRAC) method with IFN and DOA. The findings reveal that creativity and innovation by inculcating analytical, problem-solving, and contemporary skills under a value-based, ethical, and experiential learning environment are of importance to HEIs. The reliability and stability of the outcome of the proposed methodology are reflected in its consistency with other models and lower sensitivity to changes in external conditions. The present paper provides a new uncertain model while positing significant implications for HEIs.