A preference-based approach to fuzzy multiattribute evaluation of service quality

This paper formulates the performance evaluation of service quality among a set of competing service companies as a fuzzy multiattribute decision making problem, and presents a preference-based approach for obtaining an overall service performance index for each company. The data required are obtained by customer surveys. Subjective assessments of service attribute weights and performance ratings of individual companies are represented by fuzzy numbers, using linguistic terms. Respondents have the option to define the value range of linguistic terms for use in their assessments. Based on the concept of the degree of optimality, the preference-based approach uses the α-cut concept to allow the incorporation of the decision-maker´s confidence level on respondents´ fuzzy assessments. For a given confidence level, the decision-maker´s attitude toward risk can be incorporated to reflect the decision maker´s preference on crisp value intervals derived from fuzzy assessments