A method for service quality evaluation based on fuzzy information

被引：0
作者：
机构：
[1] School of Economics and Management, Beijing Jiaotong University
[2] School of Information Management, Jiangxi University of Finance and Economics
来源：
Zhang, L. (zhanglei_neu@sina.com) | 1600年 / Binary Information Press, Flat F 8th Floor, Block 3, Tanner Garden, 18 Tanner Road, Hong Kong卷 / 10期
关键词：
Evaluation method; Fuzzy information; Gaps theory; Service quality;
D O I：
10.12733/jics20102231
中图分类号：
学科分类号：
摘要：
Service quality evaluation is an important problem in service operations management. Service quality depends on service satisfaction which is determined by the service expectation and service perception describing by fuzzy information typically. According to the fuzzy information of service expectation and service perception given by customers, this paper proposes a method for service quality evaluation. First, the information of service expectation and service perception given by the customers are transferred into the form of triangular fuzzy numbers and mapped into expectation zone and perception zone, and then, calculate the gap between service expectation and service perception of customers to get service quality matrix based on the gaps theory. Furthermore, get the comprehensive evaluation value of service quality by building up weight vectors of customers and weight vectors of service. Finally, a numerical example is used to illustrate the validity of the proposed method. © 2013 Binary Information Press.
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页码：4931 / 4937
页数：6
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