Automotive Service Quality Investigation Using A Grey-DEMATEL Model

This study provides an integrated technique for evaluating the automotive service quality in the context of VinFast- the Vietnamese leading brand. First, the Grey Theory System (GTS) is utilized to estimate the subjective views of the decision maker (DM) and overcome incomplete and vague decision information. Then, a Decision-Making Trial and Evaluation Laboratory approach integrated with GTS (Grey-DEMATEL) is proposed not only to define the cause-effect factors but also to quantify the causal relationship of proposed criteria, which is based on comprehensive analyses of the current service quality literature and experts' opinions, as well as to capture the criteria weights.