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首页> 外文会议>2010 International Symposium on Computer Communication Control and Automation >Using fuzzy method to measure the consistency of service quality
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Using fuzzy method to measure the consistency of service quality

机译：用模糊法衡量服务质量的一致性

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摘要

Service quality is very important for practitioners in service organization in order to success and survival in today's competitive environment. Indentifying the dimensions of the service quality would definitely help managers in the challenge of improving the service quality. Service-quality evaluation is usually fuzzy because of the process concerning human being's subjective judgment. This study presents an evaluation approach to evaluate the consistency of service quality problem with fuzzy numbers. Based on the probability of fuzzy sets defined by Zadeh [1], the membership function of triangular fuzzy number determined by each customer with respect to each evaluation-item is first calculated, the coefficient of variation is calculated, and the degree of service consistency for each evaluation-item can then be recognized. Those data can be the bases when making strategies of improving service quality. An empirical study is conducted to illustrate the effectiveness of the presented approach.
机译：服务质量对于服务组织的从业人员非常重要，以便在当今竞争激烈的环境中获得成功和生存。确定服务质量的范围肯定会帮助管理人员应对提高服务质量的挑战。由于涉及人的主观判断的过程，服务质量评估通常是模糊的。这项研究提出了一种评估方法，以评估服务质量问题与模糊数的一致性。根据Zadeh [1]定义的模糊集的概率，首先计算每个客户针对每个评估项目确定的三角模糊数的隶属函数，计算变异系数，并为然后可以识别每个评估项目。这些数据可以作为制定提高服务质量的策略的基础。进行了一项实证研究，以说明所提出方法的有效性。

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