CRITIC-PROMETHEE II-Based Evaluation of Smart Community Services: A Case Study of Shenzhen, China

In the process of constructing smart communities, smart community services are frequently emphasized as a crucial aspect that directly impacts the residents’ quality of life. While numerous studies focus on developing advanced technologies to modernize smart community services, little research evaluates the level of smart community services. Therefore, this paper develops an evaluation method for smart community services to increase the effectiveness of developing smart community services. Through a systematic literature review and expert interviews, an evaluation indicator system comprising 27 indicators across five dimensions for evaluating smart community services was developed. Subsequently, a novel hybrid evaluation method integrating CRITIC and PROMETHEE II approaches was established and employed to analyze the smart community service levels, highlighting that the Yucun community exhibited the highest level of smart services among the five surveyed communities. A sensitivity analysis further validated the robustness of evaluation results, ensuring the reliability of the decision-making process. Finally, several recommendations have been put forward to promote the development of smart community services, including drawing on advanced experience from demonstration communities, establishing close collaboration with the public sectors, and enriching service content to meet the needs of different residents by utilizing new technologies. This study not only proposes a comprehensive evaluation method that enriches the smart community services knowledge system but also provides cost-effective guidance for their sustainable development.