Using triangle fuzzy numbers and semantic differential scale to evaluate service quality

삼각퍼지수와 어의차이 척도를 이용한 서비스 품질 측정

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

Abstract

In this paper we propose a new method of evaluating customers' service quality using triangle fuzzy numbers and semantic differential scale. These two parameters are useful for quantifying the customers' linguistic variables and subjective judgements. We define the Service Quality(SQ) as the ratio of the expected and perceived service and address the Agreement Rate(AR) calculated from the hamming distance in order to define the Service Rate(SR) as the geometric mean of the SQ and AR. Using the SR in the analysis of service attributes provides more appropriate to measure the customers' service quality and to establish a creative service policy for competitive service quality improvement.

Keywords

References

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