Title: Integrating fuzzy MCDM methodology to investigate quality management practices in Indian digital service SMEs

Authors: Rana Basu; Prabha Bhola

Addresses: Rajendra Mishra School of Engineering Entrepreneurship, Indian Institute of Technology Kharagpur, Pin-721302, India ' Rajendra Mishra School of Engineering Entrepreneurship, Indian Institute of Technology Kharagpur, Pin-721302, India

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.

Keywords: fuzzy MCDM; India; digital services; SMEs; small and medium-sized enterprises; information technology; analytical hierarchy process; AHP; TOPSIS; multicriteria decision making; nominal group technique; NGT; total quality management; TQM.

DOI: 10.1504/IJSOM.2016.078893

International Journal of Services and Operations Management, 2016 Vol.25 No.2, pp.173 - 205

Received: 20 Jan 2015
Accepted: 01 Mar 2015
Published online: 04 Sep 2016 *

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