A hybrid fuzzy MCDM approach for enhancing maintenance service configurations in retail systems

Abstract

This study aims to enhance maintenance service configurations for retail systems by addressing the need for effective management that ensures high service reliability and customer satisfaction. A hybrid fuzzy framework combining the Fuzzy Decision-Making Trial and Evaluation Laboratory (DEMATEL) and the Fuzzy Ordinal Priority Approach (OPA) is developed to identify and analyze causal relationships among performance, process, and technology criteria. Four maintenance work management configurations integrating strategic planning by the Maintenance Planning and Scheduling Center (MPSC) and operational oversight by the Centralized Maintenance Operations Center (CMOC) are examined. The findings show that the most effective configuration enables both direct and indirect communication between customers and suppliers while maintaining functional separation between the CMOC and MPSC. This approach allows customers to interact directly with suppliers for specific maintenance needs, improving flexibility and responsiveness. The study contributes by developing a structured fuzzy framework tailored to retail maintenance systems and evaluating real-world configurations through expert-based analysis to improve overall operational performance.