1 |
Cronin J. J., Taylor A. Steven, Measuring Service Quality : Reexamination and Extension, Journal of Marketing, Vol.56, July, pp.55-68, 1992
|
2 |
Hsu T., Chu K., Using fuzzy numbers to evaluate Air Transportation service quality, International Journal of Fuzzy Systems, Vol.5, No 3, September, 2003
|
3 |
Scott D., Shieff D., Service quality and group criteria in Local government, Industrial Journal of Service quality, 4(4), pp.42-53, 1993
|
4 |
Seok-hoon, Lee, Yong-Pil Kim, Nigel Hemmington, Deok-Gyun Yun, Competitive service quality improvement(CSQI) : a case study in the fast-food industry, Food Service Technology, Vol.4, No.2, pp.75-84, 2004
DOI
ScienceOn
|
5 |
Teas, R. Kenneth, Expectation, Performance Evaluation and customer' Perception of Quality, Journal of Marketing, Vol.57, pp.18-34, 1993
|
6 |
Yong-Pil Kim, Seok-hoon, Lee, Deok-Gyun Yun, Integrating current and competitive service-quality level analyses for service-quality improvement programs, Managing Service Quality, Vol.14, No.4, pp.288-296, 2004
DOI
ScienceOn
|
7 |
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., SERVQUAL: a multiple item scale for measuring customer perceptions of service quality, Journal of Retailing, Vol.64, Spring, pp.12-40, 1988
|
8 |
Zadeh L. A., Fuzzy set as a basis for a theory of possibility, Fuzzy set and systems, No.1, pp.3-28, 178
|
9 |
이석훈, 윤덕균; '퍼지수를 이용한 서비스품질 측정', 산업경영시스템학회 2004년도 춘계학술대회, 경원대학교 성남, 2004
|
10 |
Yong-Pil Kim, Kye-Wan Kim, Deok-Gyun Yun, Exploration and Development of SERVQUAL, The Asian Journal on Quality, Vol.4, No.1, pp.116-130, 2003
|
11 |
Tsaur S., Tzeng G., Wang K., Evaluating tourist risks from fuzzy perspectives, Annals of Tourism Research, Vol.24, No 4, pp.796-812, 1997
|
12 |
Nunnally, Jim C., Psychometric Theory, New York: McGraw-Hill Book Company, 1978
|
13 |
Parasuraman, A., Zeithaml, V. A., and Berry, L. L., A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol.49, Fall, pp.41-50, 1985
|
14 |
Shyi-Ming Chen, Evaluating weapon systems using fuzzy arithmetic operations, Fuzzy sets and systems, No.77, pp.265-276, 1996
|
15 |
Poister T. H., Henry G. T., Citizen ratings of public and private service quality : A comparative perspective, Public Administration Review, 54(2), pp.156, 1994
|
16 |
Chien C., Tsai H., Using fuzzy numbers to evaluate perceived service quality, Fuzzy Sets and Systems, Vol.116, pp.289-300, 2000
|