Service Quality Design Via Fuzzy Approach

Author

Chen, Jung-Fung

Author_Institution

Dept. of Bus. Adm., Nat. Kaohsiung Univ. of Appl. Sci.

Volume

2

fYear

2006

fDate

Aug. 30 2006-Sept. 1 2006

Firstpage

466

Lastpage

469

Abstract

This paper presents a fuzzy optimization model (FOM) based on the fuzzy set theory (FST), through which the decision-makers are able to determine what type of quality characteristic or service standard should be provided to customers of different needs at the same time, in order to maximize general customer satisfaction (CS). In this paper, the trapezoidal fuzzy number (TFN) of the FST represents the levels of CS, while the linear programming (LP) constructs the FOM; an example of services provided to three customers in a restaurant is used to demonstrate the practicability of FOM. The model presented in this study is quite practical and can be applied broadly to all businesses

Keywords

customer satisfaction; customer services; decision making; fuzzy set theory; linear programming; quality management; customer satisfaction; customer service quality design; decision making; fuzzy optimization model; fuzzy set theory; linear programming; quality management; trapezoidal fuzzy number; Cognition; Costs; Customer satisfaction; Decision making; Fuzzy set theory; Fuzzy sets; Linear programming; Logic; Quality management; customer; fuzzy optimization model; linear programming; satisfaction;

fLanguage

English

Publisher

ieee

Conference_Titel

Innovative Computing, Information and Control, 2006. ICICIC '06. First International Conference on

Conference_Location

Beijing

Print_ISBN

0-7695-2616-0

Type

conf

DOI

10.1109/ICICIC.2006.348

Filename

1692026