{"id":"https://openalex.org/W3215906006","doi":"https://doi.org/10.1155/2021/4163906","title":"A Decision-Making Approach for Ranking Tertiary Institutions\u2019 Service Quality Using Fuzzy MCDM and Extended HiEdQUAL Model","display_name":"A Decision-Making Approach for Ranking Tertiary Institutions\u2019 Service Quality Using Fuzzy MCDM and Extended HiEdQUAL Model","publication_year":2021,"publication_date":"2021-11-29","ids":{"openalex":"https://openalex.org/W3215906006","doi":"https://doi.org/10.1155/2021/4163906","mag":"3215906006"},"language":"en","primary_location":{"id":"doi:10.1155/2021/4163906","is_oa":true,"landing_page_url":"https://doi.org/10.1155/2021/4163906","pdf_url":"https://downloads.hindawi.com/journals/acisc/2021/4163906.pdf","source":{"id":"https://openalex.org/S30680879","display_name":"Applied Computational Intelligence and Soft Computing","issn_l":"1687-9724","issn":["1687-9724","1687-9732"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319869","host_organization_name":"Hindawi Publishing Corporation","host_organization_lineage":["https://openalex.org/P4310319869"],"host_organization_lineage_names":["Hindawi Publishing Corporation"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Computational Intelligence and Soft Computing","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://downloads.hindawi.com/journals/acisc/2021/4163906.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5076722247","display_name":"Olufunke Oladipupo","orcid":"https://orcid.org/0000-0003-1309-0159"},"institutions":[{"id":"https://openalex.org/I186771145","display_name":"Covenant University","ror":"https://ror.org/00frr1n84","country_code":"NG","type":"education","lineage":["https://openalex.org/I186771145"]}],"countries":["NG"],"is_corresponding":true,"raw_author_name":"Olufunke Oladipupo","raw_affiliation_strings":["Department of Computer Science, College of Science and Technology, Covenant University, Ota, Ogun State, Nigeria"],"raw_orcid":"https://orcid.org/0000-0003-1309-0159","affiliations":[{"raw_affiliation_string":"Department of Computer Science, College of Science and Technology, Covenant University, Ota, Ogun State, Nigeria","institution_ids":["https://openalex.org/I186771145"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080105399","display_name":"Taiwo Amoo","orcid":"https://orcid.org/0000-0002-7693-4382"},"institutions":[{"id":"https://openalex.org/I186771145","display_name":"Covenant University","ror":"https://ror.org/00frr1n84","country_code":"NG","type":"education","lineage":["https://openalex.org/I186771145"]}],"countries":["NG"],"is_corresponding":false,"raw_author_name":"Taiwo Amoo","raw_affiliation_strings":["Department of Computer Science, College of Science and Technology, Covenant University, Ota, Ogun State, Nigeria"],"raw_orcid":"https://orcid.org/0000-0002-7693-4382","affiliations":[{"raw_affiliation_string":"Department of Computer Science, College of Science and Technology, Covenant University, Ota, Ogun State, Nigeria","institution_ids":["https://openalex.org/I186771145"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5044914031","display_name":"Olawande Daramola","orcid":"https://orcid.org/0000-0001-6340-078X"},"institutions":[{"id":"https://openalex.org/I159253421","display_name":"Cape Peninsula University of Technology","ror":"https://ror.org/056e9h402","country_code":"ZA","type":"education","lineage":["https://openalex.org/I159253421"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"Olawande Daramola","raw_affiliation_strings":["Cape Peninsula University of Technology, Cape Town, South Africa"],"raw_orcid":"https://orcid.org/0000-0001-6340-078X","affiliations":[{"raw_affiliation_string":"Cape Peninsula University of Technology, Cape Town, South Africa","institution_ids":["https://openalex.org/I159253421"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5076722247"],"corresponding_institution_ids":["https://openalex.org/I186771145"],"apc_list":{"value":900,"currency":"USD","value_usd":900},"apc_paid":{"value":900,"currency":"USD","value_usd":900},"fwci":1.0746,"has_fulltext":true,"cited_by_count":7,"citation_normalized_percentile":{"value":0.79384718,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":98},"biblio":{"volume":"2021","issue":null,"first_page":"1","last_page":"19"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10050","display_name":"Multi-Criteria Decision Making","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10050","display_name":"Multi-Criteria Decision Making","score":0.9983999729156494,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9775000214576721,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12945","display_name":"Quality Function Deployment in Product Design","score":0.9435999989509583,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/multiple-criteria-decision-analysis","display_name":"Multiple-criteria decision analysis","score":0.8344107270240784},{"id":"https://openalex.org/keywords/ranking","display_name":"Ranking (information retrieval)","score":0.7362769246101379},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6639732718467712},{"id":"https://openalex.org/keywords/excellence","display_name":"Excellence","score":0.5955637693405151},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.589530348777771},{"id":"https://openalex.org/keywords/fuzzy-logic","display_name":"Fuzzy logic","score":0.5505500435829163},{"id":"https://openalex.org/keywords/topsis","display_name":"TOPSIS","score":0.5319657325744629},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5251833200454712},{"id":"https://openalex.org/keywords/higher-education","display_name":"Higher education","score":0.5025606155395508},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.45754310488700867},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.4333064556121826},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.3658154606819153},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.24927231669425964},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.23583722114562988},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.19697701930999756},{"id":"https://openalex.org/keywords/information-retrieval","display_name":"Information retrieval","score":0.19291651248931885},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.1820685863494873},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.1491852104663849},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.08553329110145569}],"concepts":[{"id":"https://openalex.org/C11105738","wikidata":"https://www.wikidata.org/wiki/Q1895805","display_name":"Multiple-criteria decision analysis","level":2,"score":0.8344107270240784},{"id":"https://openalex.org/C189430467","wikidata":"https://www.wikidata.org/wiki/Q7293293","display_name":"Ranking (information retrieval)","level":2,"score":0.7362769246101379},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6639732718467712},{"id":"https://openalex.org/C2777352838","wikidata":"https://www.wikidata.org/wiki/Q5419420","display_name":"Excellence","level":2,"score":0.5955637693405151},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.589530348777771},{"id":"https://openalex.org/C58166","wikidata":"https://www.wikidata.org/wiki/Q224821","display_name":"Fuzzy logic","level":2,"score":0.5505500435829163},{"id":"https://openalex.org/C51566761","wikidata":"https://www.wikidata.org/wiki/Q1235853","display_name":"TOPSIS","level":2,"score":0.5319657325744629},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5251833200454712},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.5025606155395508},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.45754310488700867},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4333064556121826},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.3658154606819153},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.24927231669425964},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.23583722114562988},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19697701930999756},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.19291651248931885},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.1820685863494873},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1491852104663849},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08553329110145569},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1155/2021/4163906","is_oa":true,"landing_page_url":"https://doi.org/10.1155/2021/4163906","pdf_url":"https://downloads.hindawi.com/journals/acisc/2021/4163906.pdf","source":{"id":"https://openalex.org/S30680879","display_name":"Applied Computational Intelligence and Soft Computing","issn_l":"1687-9724","issn":["1687-9724","1687-9732"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319869","host_organization_name":"Hindawi Publishing Corporation","host_organization_lineage":["https://openalex.org/P4310319869"],"host_organization_lineage_names":["Hindawi Publishing Corporation"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Computational Intelligence and Soft Computing","raw_type":"journal-article"},{"id":"pmh:oai:eprints.covenantuniversity.edu.ng:15788","is_oa":false,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306400995","display_name":"Covenant University Repository (Covenant University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I186771145","host_organization_name":"Covenant University","host_organization_lineage":["https://openalex.org/I186771145"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"PeerReviewed"},{"id":"pmh:oai:doaj.org/article:0c76baf68db0478e829a4f9c6ccdee2e","is_oa":true,"landing_page_url":"https://doaj.org/article/0c76baf68db0478e829a4f9c6ccdee2e","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Applied Computational Intelligence and Soft Computing, Vol 2021 (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1155/2021/4163906","is_oa":true,"landing_page_url":"https://doi.org/10.1155/2021/4163906","pdf_url":"https://downloads.hindawi.com/journals/acisc/2021/4163906.pdf","source":{"id":"https://openalex.org/S30680879","display_name":"Applied Computational Intelligence and Soft Computing","issn_l":"1687-9724","issn":["1687-9724","1687-9732"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319869","host_organization_name":"Hindawi Publishing Corporation","host_organization_lineage":["https://openalex.org/P4310319869"],"host_organization_lineage_names":["Hindawi Publishing Corporation"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Computational Intelligence and Soft Computing","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.46000000834465027}],"awards":[],"funders":[{"id":"https://openalex.org/F4320323779","display_name":"Covenant University","ror":"https://ror.org/00frr1n84"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3215906006.pdf","grobid_xml":"https://content.openalex.org/works/W3215906006.grobid-xml"},"referenced_works_count":54,"referenced_works":["https://openalex.org/W609503659","https://openalex.org/W1518048235","https://openalex.org/W1583981513","https://openalex.org/W1784258498","https://openalex.org/W1862006471","https://openalex.org/W1967350113","https://openalex.org/W1968769172","https://openalex.org/W1979656299","https://openalex.org/W1982007673","https://openalex.org/W1986805676","https://openalex.org/W1987999895","https://openalex.org/W1991471149","https://openalex.org/W2001799402","https://openalex.org/W2014724259","https://openalex.org/W2023609480","https://openalex.org/W2028809046","https://openalex.org/W2036796144","https://openalex.org/W2052267547","https://openalex.org/W2060907774","https://openalex.org/W2069069851","https://openalex.org/W2087656541","https://openalex.org/W2089245146","https://openalex.org/W2089909281","https://openalex.org/W2095387623","https://openalex.org/W2120757185","https://openalex.org/W2122192803","https://openalex.org/W2142078435","https://openalex.org/W2151808041","https://openalex.org/W2162387619","https://openalex.org/W2177882951","https://openalex.org/W2191080415","https://openalex.org/W2330234365","https://openalex.org/W2331065793","https://openalex.org/W2402567516","https://openalex.org/W2506768821","https://openalex.org/W2801232170","https://openalex.org/W2808228432","https://openalex.org/W2887518336","https://openalex.org/W2887910033","https://openalex.org/W2888615209","https://openalex.org/W2915571486","https://openalex.org/W2969124341","https://openalex.org/W2991149054","https://openalex.org/W2996521213","https://openalex.org/W2996907212","https://openalex.org/W3004957275","https://openalex.org/W3042554405","https://openalex.org/W3048413912","https://openalex.org/W3141037374","https://openalex.org/W3166880942","https://openalex.org/W3180399804","https://openalex.org/W4211007335","https://openalex.org/W4212801147","https://openalex.org/W4240969601"],"related_works":["https://openalex.org/W2041949587","https://openalex.org/W2958553423","https://openalex.org/W2358217305","https://openalex.org/W2359186709","https://openalex.org/W4282827651","https://openalex.org/W2154960005","https://openalex.org/W3154161952","https://openalex.org/W2778781604","https://openalex.org/W4235219488","https://openalex.org/W1578929229"],"abstract_inverted_index":{"The":[0,194,208,248],"attainment":[1],"of":[2,29,37,54,72,77,107,143,164,187,204,211,250],"excellence":[3],"in":[4,25,56,64,118,137,189,284,293,301],"institutions":[5,63],"is":[6,215,298],"maintained":[7],"through":[8],"the":[9,34,89,105,108,141,149,161,185,190,202,205,251,259,266,272,280],"institutions\u2019":[10],"adherence":[11],"to":[12,83,103,139,182,200,229,262],"its":[13],"core":[14],"values":[15],"and":[16,32,51,75,81,110,156,176,245,290],"efficient":[17],"service":[18,125,144,236],"delivery.":[19],"These":[20],"factors":[21],"are":[22,79,113,180,197],"very":[23],"important":[24],"facilitating":[26],"global":[27],"development":[28],"a":[30,57,98,123,234],"country":[31],"determining":[33],"world":[35],"ranking":[36,52,206,254],"an":[38,46],"institution.":[39],"To":[40],"this":[41,43,285],"effect,":[42],"study":[44,121,225,286],"presents":[45],"effective":[47],"approach":[48,93],"for":[49,128,239],"evaluating":[50],"quality":[53,70,126,145,186,237],"services":[55,188],"higher":[58,62,151,192,240],"institution,":[59],"taking":[60],"four":[61,191],"Nigeria":[65],"as":[66,233,258],"case":[67],"studies.":[68],"Service":[69],"consists":[71],"different":[73],"attributes":[74],"many":[76],"them":[78],"intangible":[80],"difficult":[82],"measure,":[84],"which":[85,112],"means":[86],"that":[87,276],"using":[88],"previously":[90],"known":[91],"measurement":[92],"will":[94],"be":[95],"insufficient.":[96],"Therefore,":[97],"fuzzy":[99],"method":[100],"was":[101],"proposed":[102],"resolve":[104],"ambiguity":[106],"concepts":[109,244],"intra-uncertainty,":[111],"associated":[114],"with":[115,133,217,242],"human":[116],"judgments":[117],"decision-making.":[119],"This":[120,224],"adopted":[122],"contextualized":[124],"model":[127,238],"educational":[129],"domain":[130],"called":[131],"HiEdQUAL":[132],"some":[134],"extended":[135],"criteria":[136,302],"order":[138],"evaluate":[140,184],"perception":[142],"by":[146,287],"respondents":[147],"from":[148,160,271],"selected":[150],"institutions:":[152],"two":[153,157],"private":[154],"universities":[155,159],"public":[158],"south-west":[162],"region":[163],"Nigeria.":[165],"Four":[166],"Multi-Criteria":[167],"Decision-Making":[168],"(MCDM)":[169],"methods:":[170],"TOPSIS,":[171],"Yager\u2019s":[172,277],"min-max,":[173],"Compensatory":[174],"AND,":[175],"Ordered":[177],"Weighted":[178],"Averaging":[179],"applied":[181],"comparatively":[183],"institutions.":[193],"MCDM":[195,253],"methods":[196,283],"engaged":[198],"independently":[199],"validate":[201],"reliability":[203],"results.":[207],"importance":[209],"weight":[210],"each":[212],"performance":[213],"criterion":[214],"found":[216],"Fuzzy":[218,252],"Analytical":[219],"Hierarchy":[220],"Process":[221],"(FAHP)":[222],"algorithm.":[223],"has":[226],"been":[227],"able":[228],"practically":[230],"establish":[231],"Ext-HiEdQUAL":[232,267],"new":[235],"education":[241],"six":[243],"33":[246],"criteria.":[247],"output":[249],"recommends":[255],"institution":[256,261],"B":[257],"best":[260],"students":[263],"based":[264],"on":[265],"measures.":[268],"Also,":[269],"findings":[270],"sensitivity":[273],"analysis":[274],"showed":[275],"min-max":[278],"outperform":[279],"other":[281],"investigated":[282],"being":[288],"consistent":[289],"exceptionally":[291],"tolerant":[292],"most":[294],"instances":[295],"when":[296],"there":[297],"significant":[299],"deviation":[300],"weights.":[303]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":4}],"updated_date":"2026-05-06T08:25:59.206177","created_date":"2025-10-10T00:00:00"}
