Evaluating cloud computing based telecommunications service quality enhancement by using a new hybrid MCDM model

Chi Yo Huang*, Pei Chu Hsu, Gwo Hshiung Tzeng

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapter

14 Citations (Scopus)


The fast emergence of the cloud based computation fulfills modern telecommunication serve firms' requirements for massive computation and storage space with very low costs. However, how the cloud-based service quality can be enhanced, how customers' needs can be fulfilled, and how firms' profits can be maximized were seldom discussed. Thus, this research aims to provide a new hybrid MCDM model combining DEMATEL and ANP based framework and Grey Relational Analysis (GRA) for improving to close the service quality gap, fulfill customers' satisfactory and maximize profits in interdependence and feedback problems among dimensions/criteria. An empirical case study bases on enhancing the service quality of a Taiwanese mobile telecommunication firm's application of cloud computation as the billing system. In results of this case study, the expertise in dynamic capacity management and new education and training should be the most important strategies for service quality enhancement to be introduced.

Original languageEnglish
Title of host publicationIntelligent Decision Technologies
Subtitle of host publicationProceedings of the 4th International Conference on Intelligent Decision
EditorsJain Lakhmi, Howlett Robert, Watada Junzo, Watanabe Toyohide, Gloria Phillips-Wren
Number of pages18
Publication statusPublished - 2012

Publication series

NameSmart Innovation, Systems and Technologies
ISSN (Print)2190-3018
ISSN (Electronic)2190-3026


  • Cloud computing
  • Cloud-based services
  • DEMATEL (Decision Making Trail and Evaluation Laboratory)
  • GRA (Grey Relational Analysis)
  • Hybrid MCDM (Multiple Criteria Decision-Making)
  • Infrastructure as a service (IaaS)
  • Service quality

ASJC Scopus subject areas

  • General Decision Sciences
  • General Computer Science


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