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Advances in Decision Sciences (ADS)

Advances in Decision Sciences (ADS)

Published by Asia University, Taiwan; Scientific and Business World

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A CRITIC-I-TOPSIS Approach to Assess Public Satisfaction with Cultural Services in Urban Communities

A CRITIC-I-TOPSIS Approach to Assess Public Satisfaction with Cultural Services in Urban Communities

Title

A CRITIC-I-TOPSIS Approach to Assess Public Satisfaction with Cultural Services in Urban Communities

Authors

  • Xin Deng
    School of Administrative Studies, Maejo University, Bangkok, Thailand
  • Non Napratansuk
    School of Administrative Studies, Maejo University, Bangkok, Thailand
  • Winit Pharcharuen
    School of Administrative Studies, Maejo University, Bangkok, Thailand
  • Jariya Koment
    School of Administrative Studies, Maejo University, Bangkok, Thailand
  • Jiafu Su
    International College, Krirk University, Bangkok, Thailand

Abstract

Purpose: This paper aims to propose a multi-criteria evaluation method for assessing public cultural service quality satisfaction in urban communities. The method is validated by evaluating satisfaction with public cultural service quality in the Baihe Yuan community of Nanan District, Chongqing, China. The study also explores the factors influencing public cultural service quality satisfaction in this community. Evaluating satisfaction with public cultural service quality requires assessment across multiple dimensions, making it a classic multi-criteria decision-making problem.
Design/methodology/approach: In the evaluation process, we utilized the CRITIC method to determine the weights of influencing factors and the I-TOPSIS-Sort method to assess the factors affecting public cultural service quality satisfaction in this area. Among them, I-TOPSIS-Sort is a multi-criteria sorting method improved in this study.
Findings: The research findings indicate that the factor of greatest concern to residents of Baiheyuan Community in Nan’an District is “Equipment for Community Cultural Services,” while the least concerning indicator is “Personnel of Community Public Cultural Services.” Furthermore, in terms of evaluation ratings, all indicators for this community were classified as C, except for “Personnel of Community Public Cultural Services,” which was categorized as D. This suggests that residents of the community are generally satisfied with the quality of public cultural services. However, there is still room for improvement in the quality of public cultural services in the community.
Practical Implication: This study focuses on Baiheyuan Community in Nan’an District as the research subject and improves the CRITIC and I-TOPSIS-Sort methods to evaluate the satisfaction level of public cultural service quality in the community. This research is beneficial for assisting policymakers and decision-makers in assessing the quality of public cultural services, thereby aiding them in policy formulation and decision-making. Ultimately, it aims to further refine management systems and better meet the public cultural service needs of residents.
Originality/value: This paper evaluates public cultural service quality satisfaction in urban communities using the CRITIC-I-TOPSIS-Sort method to address the contradictions between the increasing public cultural demands and the original supply. Among them, CRITIC-I-TOPSIS-Sort is the multi-criteria sorting framework proposed in this study.

Keywords

Urban Community Public Cultural Services; Satisfaction Evaluation; CRITIC; TOPSIS-Sort

Classification-JEL

H83, M14

Pages

96-121

How to Cite

Deng, X., Napratansuk, N., Pharcharuen, W. ., Koment, J. ., & Su, J. (2025). A CRITIC-I-TOPSIS Approach to Assess Public Satisfaction with Cultural Services in Urban Communities. Advances in Decision Sciences, 28(1), 96-121.

https://doi.org/10.47654/v28y2024i1p96-121

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ISSN 2090-3359 (Print)
ISSN 2090-3367 (Online)

Asia University, Taiwan

Scientific and Business World

4.7
2023CiteScore
 
86th percentile
Powered by  Scopus
SCImago Journal & Country Rank
Q2 in Scopus
CiteScore 2023 = 4.7
CiteScoreTracker 2024 = 8.5
SNIP 2023 = 0.799
SJR Quartile = Q1
SJR 2024 = 0.814
H-Index = 20

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