| Summary: | The Decision-Making Trial and Evaluation Laboratory (DEMATEL) approach is commonly used in examining and illustrating the relationship between different factors in a complex system. This paper proposes a novel approach that integrates the Bipolar neutrosophic Dombi-based IGWHM operator into the DEMATEL method, in which the criteria are analyzed by means of the cause-and-effect relationship diagram. The current studies on the classical DEMATEL approach have some limitations on the aggregation process, particularly in capturing the interrelationship of individual arguments by assessing their impact on each other within a complex system. To enhance the aggregation of complex information in the decision-making framework, the Bipolar neutrosophic Dombi-based Improved Generalized Weighted Heronian mean (IGWHM) operators are employed. The applicability and effectiveness of the proposed approach are demonstrated when solving a selection of transport service providers. The ability of the method to highlight the intricate interdependencies and ranking criteria based on their importance. The sensitivity of the developed approach is observed with variations in the involved parameter. Moreover, a comparative analysis is made with other methods to demonstrate its validity. © 2025, American Scientific Publishing Group (ASPG). All rights reserved.
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