Li Yong
School of Information Engineering and Automation, Kunming University of Science and Technology, Kunming, China
ABSTRACT
The assessment of service quality is an on-going process that requires continuous monitoring to maintain high levels of service quality across a number of different service attributes with a questionnaire using crisp measures and needs at least 2 round surveys to test whether the measurement tool suggests changes in common attributes for providing the validity of a questionnaire. In a practical sense, it is more realistic to use lingual expressions to describe the desired value and the method used in different time to test the validity of a questionnaire is inconvenient. This paper discusses a fuzzy approach for assessing current perception of the service satisfaction of retailers in one round survey and uses the degree of importance of the perception of current attributes to assure its validation. At the end, a sample of cigarette retailers service satisfaction assessment is used to implement the proposed method.
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How to cite this article
Li Yong, 2013. Using Fuzzy Approach to Assess Service Quality in One Round Survey. Information Technology Journal, 12: 6111-6114.
DOI: 10.3923/itj.2013.6111.6114
URL: https://scialert.net/abstract/?doi=itj.2013.6111.6114
DOI: 10.3923/itj.2013.6111.6114
URL: https://scialert.net/abstract/?doi=itj.2013.6111.6114
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