In practical environments, e-learners encounter service providers of varying quality. A wide range of criteria are used to assess service quality, but most of these criteria have interdependent or interactive characteristics, which can make it difficult to effectively analyze and improve service quality. The purpose of this study is to address this issue using a hybrid MCDM (multiple criteria decision-making) approach that includes the DEMATEL (decision-making trial and evaluation laboratory), DANP (the DEMATEL-based analytic network process) and VIKOR methods to achieve an optimal solution. By exploring the influential interrelationships between criteria related to e-learning, this approach can be used to solve interdependence and feedback problems, allowing for greater satisfaction of the actual needs of e-learners.
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