This study introduces a hybrid approach to determining criteria weights in Multi-Criteria Decision Making (MCDM), combining subjective weight methods with objective weighting techniques based on Z-number theory. The methodology is applied in a practical context involving the establishment of a bank's call center data analysis platform. Leveraging the inherent uncertainty and reliability considerations in decision-making processes, the hybrid method offers a robust framework for decision support. Through empirical validation and case study analysis, the effectiveness of the proposed approach is demonstrated, highlighting its ability to balance theoretical robustness with practical applicability. The study underscores the importance of ongoing research in MCDM, particularly in developing innovative methods to address the complexities of decision-making environments. Insights from this research provide valuable guidance for practitioners and researchers seeking to enhance MCDM processes across diverse domains.
