A Fuzzy Based System for Handling the Uncertainties in Group Decision Support for Complaint Management Process

摘要

Complaint handling process to identify the importance level of the complaint involves high levels of uncertainty. The research was inspired by the manual process that involved a number of experts who hardly make a mutual decision. Hence, an effective approach need to introduce for handling the group decision making process and improve the importance level of the complaint identification process. This paper presents a fuzzy approach to handle the decision making process that involve several experts and to automate the complaint importance level identification process. Real complaint data from education body was used for the experiments purposes. Results showed that the system has been able to produce result to accuracy of 90.77% as compared to human generated baseline. This showed that the proposed approach produced decisions that were highly consistent with the human expert's decisions.