Multi-Criteria Decision Making Analysis of Optimal Service Delivery Technique Using AHP

被引：1
|
作者：
Akash, Bilal [1 ]
Saad, Ahmad H. [2 ]
El-Saadawi, Mohamed [2 ]
机构：
[1] Middle East Univ, Amman, Jordan
[2] Amer Univ Ras Al Khaimah, Ras Al Khaymah, U Arab Emirates
来源：
TEM JOURNAL-TECHNOLOGY EDUCATION MANAGEMENT INFORMATICS | 2023年 / 12卷 / 01期
关键词：
Multi-criteria; decision-making process; HIERARCHY; TECHNOLOGIES;
D O I：
10.18421/TEM121-27
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
In this paper, we evaluate the most optimal service delivery method that can be implemented by both governmental and private sectors to an effective delivery service to customers. They include conventional service delivery, E-services (online), M-services (smart phones), and robotic process automation (RPA). Benefits and costs were considered in the evaluation process. Benefits were technical feasibility, efficiency, security, reliability, and innovation. The costs included complexity, human resources, facilities management, and maintenance costs. AHP was used to facilitate the multi-criteria decision-making process. Results show that RPA is the least expensive and most beneficial method to delivery services in UAE.
引用
收藏
页码：208 / 213
页数：6
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