The DECISION SUPPORT SYSTEM FOR PUBLIC SERVICE EVALUATION USING THE ANALYTICAL HIERARCHY PROCESS, MODIFIED SIMPLE ADDITIVE WEIGHTING, AND COPELAND SCORE

Abstract

This research aims to evaluate the quality of public services using three methods, namely the Analytical Hierarchy Process (AHP), Modified Simple Additive Weighting (MSAW), and Copeland Score. The study was conducted at an institution that provides direct services to the public.

High-quality public services are a key indicator of government performance. However, the evaluation of public services is often subjective and not yet supported by an integrated system capable of producing objective and accurate decisions. Therefore, this research aims to design and develop a Public Service Evaluation Information System by applying a combination of the Analytical Hierarchy Process (AHP), Modified Simple Additive Weighting (MSAW), and Copeland Score methods.

The AHP method is used to determine the weights of public service evaluation criteria based on their relative importance through pairwise comparisons. Subsequently, the MSAW method is applied to normalize the data and calculate the preference values of each service alternative using the obtained weights. To generate a more comprehensive and fair final ranking, the Copeland Score method is employed as an aggregation technique to determine the ranking of alternatives based on pairwise comparisons.

The results indicate that the developed information system is able to evaluate public services in a more objective, systematic, and transparent manner. The integration of these three decision-making methods has proven effective in producing accurate public service rankings and supporting decision-makers in evaluating and improving service quality. Thus, the proposed system is expected to serve as a reliable decision support tool for enhancing the quality of public services on an ongoing basis.