Service Quality Design Via Fuzzy Approach

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