Title :
A fuzzy SERVAQUL model for evaluating service quality of service industry
Author :
Chou, Chien-Chang
Author_Institution :
Dept. of Shipping Technol., Nat. Kaohsiung Marine Univ., Kaohsiung
Abstract :
The evaluation of service quality is an important issue in the service industry. The aim of this paper is to construct a fuzzy SERVQUAL method for evaluating the service quality of service industry. This assessment model is tested by a numerical example. The results show that this assessment model proposed in this paper seems to be promising.
Keywords :
customer services; fuzzy set theory; service industries; fuzzy SERVAQUL method; service industry; service quality evaluation; Customer service; Distortion measurement; Fuzzy set theory; Fuzzy sets; Marine technology; Quality of service; Safety; Set theory; Shipbuilding industry; Testing; SERVQUAL method; evaluation; fuzzy set theory; service industry; service quailty;
Conference_Titel :
Cybernetics and Intelligent Systems, 2008 IEEE Conference on
Conference_Location :
Chengdu
Print_ISBN :
978-1-4244-1673-8
Electronic_ISBN :
978-1-4244-1674-5
DOI :
10.1109/ICCIS.2008.4670847
