A Model for Evaluating Service Quality Competitiveness Based on Linguistic Information

Service quality competitiveness is the focus of services quality management under economy globalization. This paper introduces a method based on linguistic approach to evaluate service quality competitiveness. Firstly, a service quality competitiveness evaluation index system is proposed, which is composed of five aspects such as quality stratagem, quality resources, quality capability, customers´ satisfaction and quality performance. The linguistic information of evaluation is transformed into two-tuple linguistic information representation, and the multi-attribute decision-making model is developed to obtain the values from comprehensive group evaluation, further, service quality competitiveness evaluation and decision making can be achieved on the basis of above analysis. Finally, an example is shown to illustrate above method.