Integrating fuzzy MCDM methodology to investigate quality management practices in Indian digital service SMEs
by Rana Basu; Prabha Bhola
International Journal of Services and Operations Management (IJSOM), Vol. 25, No. 2, 2016

Abstract: Managing quality has become an imperative for digital enterprises in service sector to gain competitive advantage and to achieve long-term business success. Considering the pressing need; issues are investigated here. This paper develops a concurrent framework to explore and prioritise quality management factors in context to Indian digital service SMEs by combining AHP-TOPSIS under fuzzy environment. The multistage methodology, propounded in this article delves into unexplored indicators of contextual quality management practices leading to new contribution towards the findings in a much refined manner. Furthermore, the model has been validated using NGT in order to reinforce the findings.

Online publication date: Sun, 04-Sep-2016

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