APPLYING LINGUISTIC DECISION-MAKING METHOD TO DEAL WITH SERVICE QUALITY EVALUATION PROBLEMS

2001 ◽  
Vol 09 (supp01) ◽  
pp. 103-114 ◽  
Author(s):  
CHEN T. CHEN
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Fuzzy Numbers ◽  
Service Process ◽  
Quality Level ◽  
Service Quality Evaluation ◽  
Linguistic Decision Making ◽  
Linguistic Labels ◽  
Management Issues

Today the evaluation of service quality is one of the most important management issues for every organization. An important feature of the service process is the degree of customer influence on the service process. A characteristic of service quality evaluation is that it consists of both tangible and intangible factors. In this paper the customers' subjective opinions and the weights of factors are described by linguistic labels which can be expressed in trapezoidal fuzzy numbers. After aggregating these linguistic labels, a linguistic decision–making method is proposed to evaluate the service quality level of each organization. Finally, a numerical example is shown to highlight the procedure of the proposed method at the end of this paper.

scholarly journals Application of an Integrated Model with MCDM and IPA to Evaluate the Service Quality of Transshipment Port

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Chien-Chang Chou ◽  
Ji-Feng Ding
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Quality Evaluation ◽  
Location Choice ◽  
Multiple Criteria Decision Making ◽  
Integrated Model ◽  
Service Quality Evaluation ◽  
Complex Decision Making ◽  
Complex Decision

It is often to solve complex decision-making problems in the marine transportation environment, such as the evaluation of service quality and the location choice of ports. In this paper, an integrated model with multiple-criteria decision making (MCDM) and importance-performance analysis (IPA) is presented and then is applied to solve the problem of service quality evaluation of transshipment port. The MCDM approach can be used to deal with both quantitative data and qualitative ratings simultaneously. The IPA approach can be applied to realize the shortcomings of service quality of ports and rank the ranking of strategies for improving service quality of transshipment port. Finally, some useful suggestions for improving the service quality of ports are given in the paper.

scholarly journals scaling problems in service quality evaluation

2007 ◽  
Vol 4 (2) ◽  
Author(s):  
Michele Gallo
Keyword(s):  
Service Quality ◽  
Ordinal Data ◽  
Quality Evaluation ◽  
Rating Scale ◽  
Multidimensional Analysis ◽  
Multidimensional Data ◽  
External Information ◽  
Quality Level ◽  
Additional Information ◽  
Service Quality Evaluation

In service quality evaluation we have to treat data having different kinds of scales. In order to obtain a measure of the service quality level a conventional ordinal rating scale for each attribute of a service is used. Moreover additional information on the customers or on the objective characteristics of the service is available (interval, ordinal and or categorical scale). In the latter the importance or weight assigned to the different items must be also considered (compositional scale). To analyze these different kinds of data particular precaution should be used, a transformation of quality level perceived (expected) data in quantitative scale is carried out before a multidimensional data analysis. In literature more techniques are proposed for the quantification of ordinal data preserving the original characteristics. The aims of this paper are to analyze different ways to quantify ordinal data, and illustrate how the additional information on the customers or on the service could be used in the multidimensional analysis as external information.

scholarly journals AN ONLINE REVIEWS INFORMATION FUSION METHOD AND ITS APPLICATION TO PUBLIC PROPERTY SERVICE QUALITY EVALUATION

2022 ◽  
Vol 0 (0) ◽  
pp. 1-10
Author(s):  
Shanshan Lin ◽  
Wenjin Zuo ◽  
Hualin Lin ◽  
Qiang Hu
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Information Fusion ◽  
Quality Evaluation ◽  
Rapid Development ◽  
Online Reviews ◽  
Management Decision ◽  
Fusion Method ◽  
Scaling Method ◽  
Service Quality Evaluation

With the rapid development of computer networking technology, people pay more and more attention to the role of online reviews in management decision making. The existing methods of online reviews fusion are limited to rational decision-making behavior, which does not accord with the characteristics of evaluators’ behavior characteristics in the real environment. In order to solve the online reviews fusion problem based on bounded rational behavior which is closer to the reality of property service quality evaluation, the multi-index and multi-scale (MIMS) method is extended into the generalized form, the online reviews are quantified by using the adverb structure scaling method, and an online reviews fusion method based on the improved TODIM (an acronym in Portuguese of interactive and multi-criteria decision making) model is proposed. The feasibility and effectiveness of the proposed method are verified by an example analysis of property service quality evaluation. The research results are as follows: the adverb structure scaling method is suitable for a large number of online reviews processing, the proposed method improves the efficiency of online reviews information fusion, and it is feasible and effective to evaluate property service quality based on the bounded rationality of evaluator’s behavior.

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