Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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Using Fuzzy Numbers to Evaluate Service Quality(FR-SERVQUAL)

퍼지수를 이용한 서비스 품질 측정에 관한 연구

  • 이석훈 (한양대학교 산업공학과) ;
  • 윤덕균 (한양대학교 산업공학과)
  • Published : 2004.09.01
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Abstract

In this paper the authors presents a new method, named FR-SERVQUAL, of evaluating perceived service quality in Public Sectors, using triangle fuzzy numbers and semantic differential scale. By conventional quantification methods, it is not easy to express the notion of a linguistic variables and customers' subjective judgements. In contrast to the conventional PZB methods which express the customers' perception of quality as a function of gap between the expected and perceived service, this paper suggests to use the ratio of the two. Through an application example, this paper shows that the current FR-SERVQUAL approach provides a more realistic way of measuring service quality compared to existing methods.

Keywords

References

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