Identification and Ranking of Effective Factors Which Optimize Qualities of Educational Services Using Combined Approaches of Fuzzy VIKOR and Interpretive Structural Modeling (ISM)

The aim of this study is to identify effective factors which optimize qualities of educational services and to analyze the importance and priority of each factor in educational services of institutions and universities. The population from which the sample of the study is selected includes Yazd University students. Data collection is done through two questionnaires which ranking and categorizing effective factors on the quality of educational services are determined. In this study, based on the related literature review and empirical studies, 23 effective factors which optimize qualities of educational services are identified. The ranking of the identified factors on optimization of educational services is carried out using fuzzy VIKOR technique; thereafter, the most important factors are ranked based on their priority and significance utilizing interpretive structural modeling (ISM). The results of this study show that the most basic effective factors on optimization of educational services are strategic educational planning, providing financial resources for educational courses, and recruiting experienced instructors. These factors should be emphasized in initial steps of identification and ranking.