SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective

Cid-López, Andrés; Hornos, Miguel J.; Carrasco, R.A.; Herrera‐Viedma, Enrique

doi:10.1016/j.asoc.2015.09.019

Cited by 22 publications

(4 citation statements)

References 81 publications

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“…In addition, research investigating the retention of employees in the information communication technology (ICT) environment has been given considerable attention (Thatcher et al , 2002; Lockwood and Ansari, 1999; Strohmeier, 2013). While the ICT sector was argued to contribute to national economies worldwide (Cid-López et al , 2015; Valaei and Rezaei, 2016), its potential contribution is flagging (Rohman, 2013). Managers, and policy makers in the developing countries, are struggling to enhance ICT firms’ effectiveness and productivity (Cid-López et al , 2015).…”

Section: Introductionmentioning

confidence: 99%

“…While the ICT sector was argued to contribute to national economies worldwide (Cid-López et al , 2015; Valaei and Rezaei, 2016), its potential contribution is flagging (Rohman, 2013). Managers, and policy makers in the developing countries, are struggling to enhance ICT firms’ effectiveness and productivity (Cid-López et al , 2015). In an ICT firm, the recruitment and employment strategy involves hiring staff with high qualifications, and so it requires a great amount of investment in their education and training (Strohmaier and Rainer, 2016; Scholarios et al , 2008).…”

Section: Introductionmentioning

confidence: 99%

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Job satisfaction and organizational commitment

Naser

Rezaei

2016

MRR

404

292

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Purpose The aim of this study is to examine the structural relationship between Spector’s nine job satisfaction facets (supervision, nature of the work, communication, contingent rewards, co-worker, fringe benefits, payment, promotion and operating procedures), organizational commitment facets (normative commitment, affective commitment and continuance commitment) and the influence of employees’ years of experience on satisfaction and commitment relationships. Owing to the nature of the industry, employee satisfaction, retention and commitment in Information and Communications Technology-Small and Medium-sized Enterprise (ICT-SME) is a matter of great concern. Design/methodology/approach A total of 256 valid questionnaires were collected among employees of Information and Communications Technology-Small and Medium-sized Enterprises (ICT-SMEs) to evaluate the measurement and structural model using partial least squares path modelling approach. Findings The findings indicate that payment, promotion, fringe benefits, co-worker, communication, operating procedures and nature of the work are positively associated with affective commitment. Furthermore, payment, promotion, fringe benefits, supervision, contingent rewards, operating procedures and nature of the work have a positive relationship with normative commitment. Considering employees’ years of experience as a categorical moderating variable, the results of partial least squares multi-group analysis show how the discrepancies between employees’ years of experience influence their level of commitment. Originality/value This study reveals that employees’ affective and normative commitments are positively associated and their continuance commitment is contingent upon their affective commitment, and not normative commitment. There are only three factors, i.e. promotion, fringe benefits and operating procedures, that are conductive to employees’ continuance commitment. Contributions, implications and limitations of the study are discussed.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Job satisfaction and organizational commitment

Naser

Rezaei

2016

MRR

404

292

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“…Trade-Off-FITradeoff Decision-making is a complex and everyday process. We are constantly being confronted with situations to choose one or more options, among the various alternatives based on certain criteria, to find the best alternative to those presented [63].…”

Section: Formatting Of Mathematical Components: the Methods Flexible And Interactivementioning

confidence: 99%

Multicriteria Model Proposition to Support the Management of Systems of E-Waste Collection

et al. 2021

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Background: Considering the global concern in balancing economic growth with environmental sustainability, the study proposes a model to support multicriteria decision-making. From the systematic literature review and bibliometric analysis, there was an increasing trend in studies on electronic waste due to governments, stakeholders, and the population to better address the management of this waste; Methods: We propose a decision model considering some aspects and phases that help from collecting information to support decision making, based on the FITradeoff ordering method, to support policy decisions for managing Waste from Electrical and Electronic Equipment (WEEE) collection systems.; Results: After applying the proposed model, validated based on the perception of a decision-maker working in a federal public agency, we obtained the final classification with ten positions of alternatives; Conclusions: This outcome can assist in decision making and management of the collection of WEEE. In addition, we made recommendations to manufacturers have more responsibility in the design and traceability of the product to guarantee its recovery after disposal effectively.

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“…Decision making is commonly a complex process because the existing situations involve a large number of factors to be considered and require a choice in favor of one or more options, among various alternatives based on different criteria, and in order to find the best alternative in a presented context. (Lopez et al, 2015).…”

Section: Multi-criteria Methodsmentioning

confidence: 99%

Integration of quality tools and multi-criteria methods: a bibliometric and systemic analysis

Viero

Trojan

2020

Gest. Prod.

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This study aims to identify the integration between quality tools and multi-criteria methods, using a bibliometric and systemic analysis. In order to meet this research objective, the methodology used to select the bibliographic portfolio, perform the bibliometric and systemic analysis was the ProKnow-C (Knowledge Development Process – Constructivist). As result were selected 17 articles that represented the bibliographic portfolio and 351 articles as reference for the bibliographic portfolio. The results highlight the journals: Expert Systems with Applications e Applied Soft Computing Journal. The most aligned articles with the theme were, “Supplier selection paradigm: An integrated hierarchical QFD methodology under multiple-criteria environment”, and “Decision making with the analytic hierarchy process”. In the systemic analysis were considered six lenses, according to the theoretical affiliation MCDA-C, and was concluded that the articles were not totally aligned with this specific affiliation. The AHP and TOPSIS methods stood out as the most used methods in this portfolio. It was verified that the quality tools when used integrated with multi-criteria methods allow the creation of decision making evaluation models for scenarios present in the papers found in this research.

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SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective

Cited by 22 publications

References 81 publications

Job satisfaction and organizational commitment

Job satisfaction and organizational commitment

Multicriteria Model Proposition to Support the Management of Systems of E-Waste Collection

Integration of quality tools and multi-criteria methods: a bibliometric and systemic analysis

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