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

  • 제27권4호
  • /
  • Pages.94-104
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  • 2004
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
권호 표지

퍼지수를 이용한 공공부문의 서비스 품질 속성분석에 관한 연구

A study on the analysis of Service Quality attribute using Fuzzy numbers in Public sector

  • 이석훈 (한양대학교 산업공학과) ;
  • 김용필 (한양대학교 산업공학과) ;
  • 윤덕균 (한양대학교 산업공학과)
  • 발행 : 2004.12.01
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초록

This paper proposed a new method to evaluate service quality attribute of perceived service quality in public sectors, using triangle fuzzy numbers and hamming distance. Our method measured the ratio of the expected and perceived service for the customers' perceived service quality. By using fuzzy numbers, This method not only overcomes linguistic variable problems but also provides more objective and direct information for service quality attributes. The discrepancy rate between expected service and perceived service that is perceived service quality is evaluated by hamming distance. To evaluate the discrepancy rate from hamming distance, we induced general solutions to compute the intersection area between two triangle fuzzy numbers and the weak or strong attributes in public sectors are clarified.

키워드

참고문헌

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