Using Cpk index with fuzzy numbers to evaluate service quality

Service quality is measured by customers’ satisfaction. Traditionally, the degree of satisfaction is calculated from the data obtained from questionnaires that have been filled by customers directly. The percentile of each different level of a customer’s satisfaction is employed to summarize and compare the quality of service provided by different enterprises. This approach does not consider the consistency of the customers’ perceptions, thus making comparison difficult. This paper introduces the concept of a process capability index that considers both the average and the consistency of the data simultaneously. Evaluations of service quality are usually vague and linguistic. We use the fuzzy numbers of linguistic variables developed in fuzzy set theory to modify the process capability index, and then apply it to evaluate the quality of a service. The average and consistency of the data obtained from a service quality evaluation are thus considered simultaneously, making the comparison of the performance of service quality easier. Moreover, the value of the index can be applied to help to point out the direction for improving the performance of service quality whenever it is lower than some default value.