Comparison of multi-criteria decision methods for customer-centered decision making: A practical study case

Abstract

In this paper, we show the practical application of two recently proposed Multi-Criteria Decision Analysis (MCDA) methods, namely the Stable Preference Ordering Towards the Ideal Solution (SPOTIS) and the Reference Ideal Method (RIM) methods. Both of these methods can utilize the Expected Solution Point (ESP) concept, which allows it to easily reflect the decision-maker's or the customer's preferences and expectations. We show the comparison of those methods in the practical study case of laptop choice for the customer with specific needs and expectations for the hardware expressed using ESP. The comparison also includes rankings built toward an optimal solution to underline the necessity of such an approach as the Expected Solution Point. We also use the recently developed Ranking Comparison (RANCOM) method to identify criteria weights to include customer preferences in the weights. The paper also contains a broad discussion of the obtained results and limitations of the presented methods.