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Computing with Words to Assess the Perceived Quality of IT Products and Projects¶

Peña Abreu, M., Mejias Cruz, J.C., López Valerio, C., Piñero Pérez, P.Y. (2024). Computing with Words to Assess the Perceived Quality of IT Products and Projects. In: Piñero Pérez, P.Y., Kacprzyk, J., Bello Pérez, R., Pupo, I.P. (eds) Computational Intelligence in Engineering and Project Management. CIIP 2023. Studies in Computational Intelligence, vol 1134. Springer, Cham. https://doi.org/10.1007/978-3-031-50495-2_15

Abstract

This paper proposes a method based on computing with words paradigms to assess the perceived quality of IT services that contribute to decision making. The proposal is divided into four phases. In the first one, the experts and criteria for the evaluation of the perceived quality of the IT services are selected. In the second one, the preferences of the users are collected. In the third one, the evaluation is carried out using the 2-tuple model and in the fourth one, the achieved result is integrated for a more profound analysis during decision making. The experts are selected through the Delphi method. The evaluation criteria are defined using the Focal Group technique and weighted with values between (0, 1) according to their importance. Valuations are expressed in the linguistic domain and aggregation operators are used that avoid the loss of information. As a result, the pair (level of perceived quality, precision) is obtained for each evaluated service. The method was validated with three IT services, in which 24 users evaluated 12 criteria selected by 10 experts. The perceived quality level of service
was excellent with −0.33 of precision, service was very high with −0.16 of precision and reached an excellent value with −0.45 of precision. The proposed method is a favorable solution to assess the perceived quality of IT services in uncertain environments. Its use contributes to the decision making and to the improvement of the IT services evaluated.