Analysis of the weights of service quality indicators for drone filming and photography by the fuzzy analytic network process

Abstract

The service of drone filming and photography has been getting more and more popular. However, the service provider does not have enough information about service quality indicators and its weights. Analyzing the weights of service quality indicators by the Fuzzy Analytic Network Process (FANP) combined with Similarity Aggregation Method (SAM) is an important research topic. Therefore, in order to solve this real life problem, based on the SERVQUAL scale, this research analyzes the weights and the rankings from a comprehensive consensus by FANP combined with geometric mean and SAM, and then compares the differences between them. The results reveal that both the comprehensive consensus of experts' opinions deemed that the most important dimension and indicator are reliability and "Employees are professional and get adequate support to do their jobs well." The 2nd to 4th indicators from a comprehensive consensus of experts' opinions are the same but the order is different. They are: "Drone service team's employees give custom personal attention," "Drone service team has up-to-date equipment," and "Drone service team provides service legally, safely, and reliably." The findings of the research reveal the weights of dimensions and indicators and help us to keep good service quality of filming and photography by drone.