Title :
Study of Service Quality Evaluation Method Based on Gray-Fuzzy Theory
Author :
Li Xufang ; Wu Zhong
Author_Institution :
Sch. of Econ. & Manage., Tongji Univ., Shanghai, China
Abstract :
The evaluation and quantization on the service quality is a difficult problem for its research. Hazing discussed service quality evaluation models and methods, the paper constructs a new evaluation method of the service quality based on gray-fuzzy theory. Learning from the advantages of SERVQUAL and SERVPERF, the method designs evaluation indicators. By combining the weighting with the gray fuzzy mathematical model, the service quality is quantificational evaluated. The method allows the qualitative evaluation and quantitative evaluation can be a good combination.
Keywords :
customer services; grey systems; mathematical analysis; SERVPERF; SERVQUAL; evaluation indicator; gray fuzzy mathematical model; gray-fuzzy theory; qualitative evaluation; quantitative evaluation; quantization; service quality evaluation method; service quality evaluation model; Analytical models; Biological system modeling; Economics; Educational institutions; Industries; Mathematical model; Quantization;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998782
