A Method for Service Quality Evaluation Based on Fuzzy Information ⋆

Service quality evaluation is an important problem in service operations management. Service quality depends on service satisfaction which is determined by the service expectation and service perception describing by fuzzy information typically. According to the fuzzy information of service expectation and service perception given by customers, this paper proposes a method for service quality evaluation. First, the information of service expectation and service perception given by the customers are transferred into the form of triangular fuzzy numbers and mapped into expectation zone and perception zone, and then, calculate the gap between service expectation and service perception of customers to get service quality matrix based on the gaps theory. Furthermore, get the comprehensive evaluation value of service quality by building up weight vectors of customers and weight vectors of service. Finally, a numerical example is used to illustrate the validity of the proposed method.