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Using triangle fuzzy numbers and semantic differential scale to evaluate service quality  

Lee Seok-Hoon (한양대학교 산업공학과)
Yun Deok-Kyun (한양대학교 산업공학과)
Publication Information
Journal of Korean Society for Quality Management / v.32, no.3, 2004 , pp. 182-197 More about this Journal
Abstract
In this paper we propose a new method of evaluating customers' service quality using triangle fuzzy numbers and semantic differential scale. These two parameters are useful for quantifying the customers' linguistic variables and subjective judgements. We define the Service Quality(SQ) as the ratio of the expected and perceived service and address the Agreement Rate(AR) calculated from the hamming distance in order to define the Service Rate(SR) as the geometric mean of the SQ and AR. Using the SR in the analysis of service attributes provides more appropriate to measure the customers' service quality and to establish a creative service policy for competitive service quality improvement.
Keywords
Fuzzy Number; Hamming Distance; Semantic differential scale; Service Quality;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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