TY - CHAP
T1 - Evaluating cloud computing based telecommunications service quality enhancement by using a new hybrid MCDM model
AU - Huang, Chi Yo
AU - Hsu, Pei Chu
AU - Tzeng, Gwo Hshiung
PY - 2012
Y1 - 2012
N2 - 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.
AB - 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.
KW - Cloud computing
KW - Cloud-based services
KW - DEMATEL (Decision Making Trail and Evaluation Laboratory)
KW - GRA (Grey Relational Analysis)
KW - Hybrid MCDM (Multiple Criteria Decision-Making)
KW - Infrastructure as a service (IaaS)
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=84879274194&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84879274194&partnerID=8YFLogxK
U2 - 10.1007/978-3-642-29977-3_52
DO - 10.1007/978-3-642-29977-3_52
M3 - Chapter
AN - SCOPUS:84879274194
SN - 9783642299766
T3 - Smart Innovation, Systems and Technologies
SP - 519
EP - 536
BT - Intelligent Decision Technologies
A2 - Lakhmi, Jain
A2 - Robert, Howlett
A2 - Junzo, Watada
A2 - Toyohide, Watanabe
A2 - Phillips-Wren, Gloria
ER -