Özet:

Purpose: Today, the wide variety of services and the intensification of competition necessitate an increase in the quality of service offered by businesses. Businesses make great efforts to make decisions under very different and difficult criteria and to create a structure based on continuous improvement. In this study, generally uncertain and variable factors related to the evaluation of the factors that service providers expect from businesses are modeled with BAHP and it is aimed to determine the most effective and important criteria in the decision-making process. Design/Methodology: When the judgments regarding the pairwise comparisons made by the experts were verbally expressed, the Fuzzy AHP method was used to eliminate this verbal ambiguity. Chang (1996)'s Extended Analysis method is the most commonly used method among BAHP methods. Because in this method, the process steps are easy to understand and short. TOPSIS method was used for alternative evaluation. In this method, alternatives should be compared between the maximum and minimum values under certain criteria according to the ideal situation. TOPSIS provides a solution for decision makers to determine their order by considering the relative closeness of the alternatives to the best solution (positive-ideal solution). Findings: By using the criteria weights obtained with fuzzy AHP, the services provided in the enterprise are listed with the TOPSIS method and the best service provided is determined. To be selected, 10 consultancy services offered in the enterprise were discussed. The services offered are listed by using these scores and the criterion weights obtained by the fuzzy AHP method. In the study, 10 alternatives and 5 criteria were examined. When the services offered by the consultancy firm are evaluated, it has been determined as R&D Consultancy. Limitations: The limitations of the research are that the sample is only applied in a consultancy firm operating in the service sector. Originality/Value: Since the service sector has a large share and weight in terms of market share, number of enterprises and trade volume in our country, this sector has been taken into consideration. As in all sectors, the service sector aims to increase the quality of the service it provides and to increase both its customer portfolio and earnings by providing a quality service to its customers. The studies in which the services offered in the service sector are evaluated with fuzzy methods are quite limited. This study will shed light on companies operating in the service sector.