Interval type-2 fuzzy multi-attribute decision-making approaches for evaluating the service quality of Chinese commercial banks

In today's world, with increased competition, the service quality of Chinese commercial banks is recognized as a major factor that is responsible for enhancing competitiveness. Therefore, it is necessary to evaluate and analyse the service quality of Chinese commercial banks to realize their stable development. The service quality evaluation could be recognized as a multi-attribute decision-making (MADM) problem with multiple assessment attributes, both being of a qualitative and quantitative nature. Owing to the growing complexity and high uncertainty of the financial environment, the assessments of attributes cannot always possibly express using a real and/or type1 fuzzy number. Additionally, a heterogeneous relationship often exists among the attributes under many real decision cases. In this study, we create two MADM approaches to handle decision-making problems with interval type-2 fuzzy numbers (IT2FNs) and offer their application to service quality evaluations of commercial banks problems. Specifically, we first define some operations on IT2FNs based on Archimedean T-norms (ATs) and develop a bi-directional projection measure of IT2FNs. Next, by combining the generalized Banzhaf index, the Choquet integral and IT2FNs, we propose the interval type-2 fuzzy Archimedean Choquet (IT2FAC) operator, the Banzhaf IT2FAC (BIT2FAC) operator and the 2-additive BIT2FAC (2ABIT2FAC) operator. Then, we establish two optimal models for deriving the weights of attributes based on a bi-directional projection measure of IT2FNs and Banzhaf function. Finally, we create two novel MADM methods under interval type-2 fuzzy contexts, where an illustrative case concerning the service quality evaluation of Chinese commercial banks is used to explain the created MADM approaches. (c) 2020 Elsevier B.V. All rights reserved.