The development of small and medium enterprises (SMEs) becomes the benchmark and leading position for developing countries’ economies. The digital transformation demands strategies, desires, and awareness of Information Technology (IT)-based market players and investments. Despite the transformation of a digital business platform, many SMEs have stumbled in the middle road. Therefore, this study aimed to determine priority indicators in assessing SMEs’ readiness towards digitalization and evolving a readiness model for SMEs based on the Decision Support System (DSS) approach. Multiple stakeholders’ viewpoints, particularly regarding academicians, governments, investors, market places, and SMEs’ business actors as targeted respondents, were scrutinized quantitatively and qualitatively to verify the proposed factors. The priority weights of factors have been examined from economic and IT perspectives and derived through deploying the Fuzzy Analytical Hierarchy Process (F-AHP) method. This study reveals the rank of measures necessary to assess the readiness of the digital revolution of SMEs. Transaction preparedness in SMEs’ cultural, educational, financial, and technological infrastructure views grows into the principal components during this assessment with 0.30 of vector value, accompanied by marketing and micro-environment at 0.24, management at 0.20, macro-environment at 0.03 and business activities at 0.02, respectively. For the recommendation purposes, the rubric segmented SME fitness into three levels, low, middle, and high performance. The prototype system DSS-SMEsReadiness was then evolved in order to simplify the adoption of the DSS method in the SME performance measurement model. The software analysis demonstrates that this application would assist decision-makers to ascertain SMEs’ readiness to digitalize. The future recommendation provides SMEs and stakeholders with knowledge transfers and acclimatization for taking the appropriate option about their business strategy, management resources, skills, and assistance programs for SMEs. This model attempts to reduce SME digitalization disruptions and achieve a digital business’s growth and sustainability in a nutshell.

In an environment where markets go through a volatile process, and rapid fundamental changes occur due to technological advances, it is important to ensure and maintain a good performance measurement. Organizations, in their performance evaluation, should consider different types of financial and non-financial indicators. In systems like direct sales stores in which decision units have multiple inputs and outputs, all criteria influencing on performance must be combined and examined in a system, simultaneously. The purpose of this study is to evaluate the performance of different products through direct sales of a firm named Shirin Asal with a combination of Balanced Scorecard, fuzzy AHP and TOPSIS so that the weaknesses of subjectivity and selective consideration of evaluators in evaluating the performance indicators are reduced and evaluation integration is provided by considering the contribution of each indicator and each indicator group of balanced scorecard. The research method of this case study is applied. The data collection method is a questionnaire from the previous studies, the use of experts' opinions and the study of documents in the organization. MATLAB and SPSS were used to analyze the data. During this study, the customer and financial perspectives are of the utmost importance to assess the company branches. Among the sub-criteria, the rate of new customer acquisition in the customer dimension and the net income to sales ratio in financial dimension are of the utmost importance.

An increase competition on today & apos; s economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this paper, we present an empirical method based on an integrated Kano and fuzzy analytical hierarchy procedure to rank suitable alternatives. The proposed model of this paper uses a questionnaire survey to gather customer & apos; s opinions and implements the method for a real-world case study of transportation planning. The questionnaire includes 37 questions distributed among 976 passengers for two trips in Iran. The results indicate that driver & apos; s physical and mental health, buss equipments with GPS functionality and familiarity of drivers with road and road & apos; s conditions play important role on choosing a transportation company.