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.
Highlights
Economic growth in a large number of countries is linked to the development and use of Information and Communications Technology (ICT)
We have presented a hybrid decision-making model which combines the automatic processing of opinions provided by customers or users of a given service along with the appraisals of a group of experts in the area
Experts had to consult the aggregated opinions calculated in the first stage and reach at least a pre-established minimum level of consensus in order to obtain the solution to the problem which was initially presented
Summary
The use of experts in decision-making is a common practice; there are a number of limitations involved Among these limitations, we could mention the following ones: the impossibility of having them permanently, there are time restrictions involved in decision-making, the level of knowledge or experience of the experts may not be sufficient, and the level of responsibility in relation to the assigned tasks may vary from one expert to another. We could mention the following ones: the impossibility of having them permanently, there are time restrictions involved in decision-making, the level of knowledge or experience of the experts may not be sufficient, and the level of responsibility in relation to the assigned tasks may vary from one expert to another To mitigate these limitations, our proposal is based on the utilisation of all available sources of information. The aim here is to find out the expectations and perceptions of users who make up the portfolio of clients
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