Applying Fuzzy TOPSIS in B2B Service Quality Measuring: China Certification and Inspection Industry

The management of service quality is crucial for service providers to improve customers' satisfaction, loyalty and company's profit. But the measurement of service quality is much more complicated compare to the product quality measurement. Moreover, the study of B2B service quality is pretty rare. Therefore, this study is based on China certification & inspection industry (CI-sq) and explores the measurement rules of B2B service quality. At first, this study will examine the concept of CI-sq and determine the key components of CI-sq. Secondly, The CI-sq framework is employed by the aid of service quality methodology (SERVQUAL) as the theoretical instrument. Finally, proposed CI-sq framework is illustrated with a case study of China Certification & Inspection Group (CCIC) by using fuzzy technique for order performance by similarity to ideal solution (TOPSIS). The work presented in this paper shows the applicability in explaining the complexity of aspects observed in the implementation of B2B service quality measurement.