Vol.12, No.1, February 2023.                                                                                                                                                                              ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Multi-Criteria Decision Making Analysis of Optimal Service Delivery Technique Using AHP


Bilal Akash, Ahmad H. Saad, Mohamed El-Saadawi


© 2023 Bilal Akash, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 12, Issue 1, Pages 208-213, ISSN 2217-8309, DOI: 10.18421/TEM121-27, February 2023.


Received: 05 October 2022.

Revised:   08 December 2022.
Accepted:  12 December 2022.
Published: 27 February 2023.




In this paper, we evaluate the most optimal service delivery method that can be implemented by both governmental and private sectors to an effective delivery service to customers. They include conventional service delivery, E-services (online), M-services (smart phones), and robotic process automation (RPA). Benefits and costs were considered in the evaluation process. Benefits were technical feasibility, efficiency, security, reliability, and innovation. The costs included complexity, human resources, facilities management, and maintenance costs. AHP was used to facilitate the multi-criteria decision-making process. Results show that RPA is the least expensive and most beneficial method to delivery services in UAE.


Keywords –Multi-criteria; decision-making process.



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