Andrés CID-LÓPEZa , Miguel J. HORNOSa , Ramón Alberto CARRASCOb,
Enrique HERRERA-VIEDMAc,d
a Department of Software Engineering, University of Granada, 18071 Granada, Spain
b Department of Marketing and Market Research, Complutense University of Madrid, 28015 Madrid, Spain
c Department of Computer Science and Artificial Intelligence, University of Granada, 18071 Granada, Spain
d Department of Electrical and Computer Engineering, King Abdulaziz University, 21589 Jeddah, Saudi Arabia
Abstract
The majority of businesses in the Information and Communications Technology (ICT) sector face decision-making problems on a daily basis. Most of these problems are based on contexts of uncertainty, where decisions are founded on qualitative information which may be imprecise or perception-based. In these cases, the information which is expressed by experts and users of evaluated services can be treated using processes of computing with words (CW). In this paper, we present a hybrid decision-making model especially designed for the ICT sector whereby the experts have the support of an intelligent system which provides information about the opinions of users related to those problems which are to be analysed. These opinions are obtained by using different mechanisms and techniques when users conduct business with the service provider. In addition, we employ a procedure for obtaining consensus between experts which enriches and strengthens the decision-making process.
Keywords: Information and Communications Technology, multicriteria decision-making, 2-tuple linguistic computational model, computing with words.
To link to this article: https://doi.org/10.3846/20294913.2015.1056281
