DocumentCode
2975152
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
fYear
2011
fDate
12-14 Aug. 2011
Firstpage
1
Lastpage
3
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2011 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-6579-8
Type
conf
DOI
10.1109/ICMSS.2011.5998782
Filename
5998782
Link To Document