| Article ID: | iaor20163460 |
| Volume: | 25 |
| Issue: | 2 |
| Start Page Number: | 173 |
| End Page Number: | 205 |
| Publication Date: | Sep 2016 |
| Journal: | International Journal of Services and Operations Management |
| Authors: | Basu Rana, Bhola Prabha |
| Keywords: | decision theory: multiple criteria, quality & reliability, analytic hierarchy process, management, internet |
Managing quality has become an imperative for digital enterprises in service sector to gain competitive advantage and to achieve long‐term business success. Considering the pressing need; issues are investigated here. This paper develops a concurrent framework to explore and prioritise quality management factors in context to Indian digital service SMEs by combining AHP‐TOPSIS under fuzzy environment. The multistage methodology, propounded in this article delves into unexplored indicators of contextual quality management practices leading to new contribution towards the findings in a much refined manner. Furthermore, the model has been validated using NGT in order to reinforce the findings.