Fuzzy measures for service quality of fuzzy numbers

In order to increase a company´s competition edge, the main focus of a management strategy is to improve service quality. Indentifying the dimensions of the service quality would definitely help managers in the challenge of improving the service quality. This study is to presents an fuzzy approach to evaluate service quality. Two evaluation indices, optimistic-expectation index (OEI) and pessimistic-expectation index (PEI), are used to evaluate the true perception of service quality from customers. This presented approach is very flexible since the value and domain of the triangular fuzzy number are defined by customer themselves. An empirical study is conducted to illustrate the effectiveness of the presented approach.