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A study on the analysis of Service Quality attribute using Fuzzy numbers in Public sector  

Lee Seok-Hoon (Industrial Engineering, Hanyang University)
Kim Yong-Pil (Industrial Engineering, Hanyang University)
Yun Deok-Gyun (Industrial Engineering, Hanyang University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.27, no.4, 2004 , pp. 94-104 More about this Journal
Abstract
This paper proposed a new method to evaluate service quality attribute of perceived service quality in public sectors, using triangle fuzzy numbers and hamming distance. Our method measured the ratio of the expected and perceived service for the customers' perceived service quality. By using fuzzy numbers, This method not only overcomes linguistic variable problems but also provides more objective and direct information for service quality attributes. The discrepancy rate between expected service and perceived service that is perceived service quality is evaluated by hamming distance. To evaluate the discrepancy rate from hamming distance, we induced general solutions to compute the intersection area between two triangle fuzzy numbers and the weak or strong attributes in public sectors are clarified.
Keywords
Service Quality; Fuzzy Number; Hamming Distance;
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