scholarly journals Fuzzy SERVQUAL Analysis in Airline Services

Organizacija ◽  
2008 ◽  
Vol 41 (3) ◽  
pp. 108-115 ◽  
Author(s):  
Ozlem Aydin ◽  
Fatma Pakdil
Keyword(s):  
Fuzzy Logic ◽  
Service Quality ◽  
Membership Function ◽  
Decision Makers ◽  
International Airline ◽  
Fuzzy Interval

Fuzzy SERVQUAL Analysis in Airline ServicesThis study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers' opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.

SERVQUAL-Based Evaluation of Service Quality in Turkish Health Industry With Fuzzy Logic

2021 ◽  
pp. 213-233
Author(s):  
Hasan Dinçer ◽  
Serhat Yüksel ◽  
Yaşar Gökalp ◽  
Serkan Eti
Keyword(s):  
Fuzzy Logic ◽  
Literature Review ◽  
Service Quality ◽  
Health Sector ◽  
Working Hours ◽  
Positive Contribution ◽  
Extended Time ◽  
Fuzzy Dematel ◽  
Turkish People

The aim of this study is to analyze the service quality in the Turkish health sector. In this context, a literature review is conducted, and 16 different criteria based on SERVQUAL are determined. Fuzzy DEMATEL method is used to determine which of these criteria are more important. The findings indicate that operating hours and quality of equipment have the highest weights. In addition to these items, experience of personnel and individual attention to patient are other important factors with respect to the service quality in Turkish health industry. Hence, it is strongly recommended that hospitals in Turkey should operate in an extended time because Turkish people prefer to go to the hospitals after working hours. It is also obvious that Turkish hospitals should make investment to quality equipment. Finally, it is a good idea for new hospitals to have qualified employee. This situation has a positive contribution to the service quality of these hospitals.

METHODOLOGY OF INCREASING THE QUALITY OF THE PROCESS OF ANALYSIS OF THE MATURE LEVEL OF DEPLOYED PROCESSES BASED ON FUZZY LOGIC MODELS

2021 ◽  
Vol 1 (27) ◽  
pp. 3-9
Author(s):  
S. A. Nazarewicz ◽  
◽  
A. V. Vinnichenko ◽  
Keyword(s):  
Fuzzy Logic ◽  
Life Cycle ◽  
Fuzzy Sets ◽  
Membership Function ◽  
Business Process ◽  
Business Processes ◽  
The State ◽  
Logic Models

The paper presents the characteristics of the maturity levels of processes in accordance with the regulations specified in GOST R ISO / IEC 15504-2-2009. The problems of identifying the states of processes during their life cycle are described, based on the rating and indirect signs characterizing the transition from one classification group to another. To complement the methodology for describing business processes and identifying the level of maturity of newly deployed processes, the apparatus of fuzzy sets is used, with the use and justification of the trapezoidal membership function. The methodology will allow to characterize the state of business processes and create a reasoned judgment about their belonging to a certain level of maturity, which will be relevant in order to make a decision on the modernization or restructuring of the business process.

scholarly journals Measuring and Comparing the Desired and Actual Service Quality of Pakistan International Airline

2019 ◽  
pp. 484-490 ◽  
Author(s):  
Muhammad Farooq ◽  
Saeed Muhammad ◽  
Valliappan Raju ◽  
K. Ramanathan Kalimuthu ◽  
Abdul Qadir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Quality Model ◽  
Essential Components ◽  
Significant Difference ◽  
Actual Service ◽  
Critical Components ◽  
International Airline

Service quality is a critical component in any company’s performance. Bad service creates a lousy brand image in the eyes of customers which is difficult to remove. Pakistan International Airline (PIA), a well-known airline in Pakistan is receiving criticism from its passenger’s regarding service quality. However, there are very few studies focusing on the improvement of service quality of PIA. In this research, the authors have identified the critical components of customer satisfaction with the help of Parasuraman service quality model. The authors have identified the desired and actual quality gap. The study concludes that reliability and empathy are the top most essential components of customer satisfaction. There is a significant difference in all desired and actual components of service quality. The components which PIA needs immediate improvement are its ability to provide dedicated services and better food quality during flight.

scholarly journals Large Group Decision-Making Approach Based on Stochastic MULTIMOORA: An Application of Doctor Evaluation in Healthcare Service

Complexity ◽  
2018 ◽  
Vol 2018 ◽  
pp. 1-13 ◽  
Author(s):  
Yuxuan Gao ◽  
Yueping Du ◽  
Haiming Liang ◽  
Bingzhen Sun
Keyword(s):  
Decision Making ◽  
Service Quality ◽  
Index System ◽  
Healthcare Service ◽  
Two Dimensions ◽  
Healthcare Management ◽  
Decision Makers ◽  
New Method ◽  
Large Group

Purpose.This paper presents a new method and model based on stochastic MULTIMOORA method and discuss its application to the doctor evaluation in healthcare service.Design/Methodology/Approach. In the previous studies, the number of decision group is often assumed to be small, and the different dimensions of the evaluation indexes were also less. In this paper, the authors study how to evaluate the healthcare service quality of doctors by the large group. Based on the stochastic MULTIMOORA theory, the authors use the method that builds the function of the net probability, the distance between the ideal solutions, and the utility of each doctor.Findings.This paper presents a novel model to determine the optimal doctor that considers both two dimensions in the index system and balances the evaluation results of the two dimensions. The authors designed the questionnaire and conducted field survey to make the proposed method closer to the actual situation in China. Then, they determined the optimal evaluation result for the healthcare service quality of doctors.Research Limitations/Implications.In the process of practical decision-making, there are differences in intellectual literacy level, regional background, and language preference between different decision-makers. it is impossible for the method we proposed to consider the differentiation index system of decision-makers’ preference comprehensively. And this will be a further research direction.Practical Implications.The authors proposed two evaluation index dimensions and tryed to balance the evaluation results of the two dimensions as much as possible. Meanwhile, the information aggregation method based on stochastic MULTIMOORA is distinguished.Social Implications.The proposed method can be applied to the evaluation of doctors in actual healthcare service. It is helpful to improve the healthcare service quality and the hospital management level, further improve the core competition of hospitalsOriginality/Value.This paper makes up for the lack of existing studies of the large group evaluation decision in the healthcare service. A new method on the evaluation of doctors by the large group is established and applied to a healthcare management decision-making problem with Chinese characteristics in reality.

scholarly journals AIRPORT SERVICE QUALITY: A RECONCEPTUALIZATION AND A PRACTICAL APPLICATION ON THE NON-AERONAUTICAL SERVICES

Aviation ◽  
2020 ◽  
Vol 24 (4) ◽  
pp. 182-196
Author(s):  
Cagri Bulut ◽  
Sefer Aydogan
Keyword(s):  
Qualitative Study ◽  
Service Quality ◽  
Assessment Tool ◽  
Decision Makers ◽  
Strategic Plans ◽  
Quality Aspects ◽  
Business Opportunities ◽  
Need To Evaluate ◽  
Survey Results

In line with the advancing airway capability, the non-aeronautical business opportunities at airports are also in growth. To attract more passengers or to generate extra income over non-aeronautical services, the airport decision-makers need to evaluate the quality of their services. This study aims at introducing an expanded approach to improve airport service quality aspects of the non-aeronautical business opportunities. Given the increasing number of airports, passengers prefer airports, which provide better or extra services compared to others. To reveal the airport service quality (ASQ) aspects, together with the quality department experts, we conducted a qualitative study that put forward six significant dimensions for an effective evaluation of airport service quality at an airport. Based on the results of the qualitative study, we designed the sector-specific questionnaire, and its empirical data is conducted over 250 passengers through a face-toface survey. Survey results introduce a practical assessment tool for the use of airport managers to gather strategic inputs on their strategic plans and quality implications. Results also contribute to the literature by presenting a comprehensive understanding of the airport service quality.

Fuzzy Logic-Based Quality of Service Evaluation for Multimedia Transmission over Wireless Ad Hoc Networks

2017 ◽  
Vol 16 (04) ◽  
pp. 1750023
Author(s):  
Uduak Umoh ◽  
Daniel Asuquo
Keyword(s):  
Fuzzy Logic ◽  
Quality Of Service ◽  
Ad Hoc Networks ◽  
Membership Function ◽  
Packet Loss ◽  
Ad Hoc ◽  
Multimedia Transmission ◽  
Hoc Networks ◽  
Qos Evaluation

This paper proposes a fuzzy logic (FL) model for evaluation of quality of service (QoS) in multimedia transmission over ad hoc networks as an effective mechanism for QoS management. It aims at minimizing the negative effects of major QoS parameters, (jitter, delay, packet loss) sustaining efficiency and reliability of data deliveries and improving overall system performance. Both triangular membership function (TMF) and Gaussian membership function (GMF) are adopted to demonstrate their effects in FL-QoS evaluation. The proposed approaches are implemented in Matlab/Simulink. Results indicate that input conditions have varying level of influences on the output based on the MFs used. It is generally observed that QoS fuzzy control with TMF gives a better performance than GMF. Typically, it is also noted that when the input conditions are selected at 50[Formula: see text]ms delay, 5[Formula: see text]ms jitter and 50% packet loss, we obtain 79% and 71% output responses with TMF and GMF, respectively. This shows that TMF method can control QoS in a multimedia transmission over ad hoc wireless network more effectively with good service output response than GMF. Generally, the paper shows that FL is capable of measuring network performance and predicting any QoS deterioration without complex mathematical calculation, to provide an improved QoS for customers’ satisfaction.

scholarly journals Customer-Bank Relationship in Commercial Banks Operating in Albania

2016 ◽  
Vol 1 (1) ◽  
pp. 254
Author(s):  
Jasmina Lumanaj ◽  
Virtyt Lesha
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Commercial Banks ◽  
High Performance ◽  
Significant Contribution ◽  
Dynamic Environment ◽  
Decision Makers ◽  
The Impact ◽  
The Relationship

Financial institutions with high performance are always looking to the needs and requirements of their clients, in order to survive and compete successfully in today's dynamic environment of corporations. For this reason researchers have stressed repeatedly the importance of customer satisfaction, loyalty and customer-bank relationship. The aim of this study is to develop a better theoretical and practical understanding of the impact that quality of service has in customer-bank relationship. This study examines the perception of service quality by clients of commercial banks operating in Albania and the effect that this quality has in customer-bank relationship. Measuring the perception of service quality is based on SERVQUAL model proposed by Parasuraman, Zeithaml - Berry (1988), while the measurement of customer-bank relationship is made according to the model proposed by Ward - Dagger (2007). Results of this analysis indicate that the quality of service is an important prerequisite of customer-bank relationship. From this study it is clear that managers and decision-makers in commercial banks in Albania seek to improve the quality of service elements, which constitute the most significant contribution to the improvement and strengthening of the relationship.

scholarly journals A big data approach to map the service quality of short-stay accommodation sharing

2020 ◽  
Vol 32 (8) ◽  
pp. 2575-2592 ◽  
Author(s):  
Meisam Ranjbari ◽  
Zahra Shams Esfandabadi ◽  
Simone Domenico Scagnelli
Keyword(s):  
Service Quality ◽  
Online Survey ◽  
Sharing Economy ◽  
Decision Makers ◽  
Short Stay ◽  
Content Type ◽  
Two Phases ◽  
And Performance ◽  
First Time

Purpose The purpose of this paper is to map the service quality (SQ) of Airbnb, to provide additional insight for such top player of short-stay accommodation in the sharing economy context. Design/methodology/approach A mixed-method approach is used in two phases. In the qualitative phase, 112,138 online review comments of Airbnb guests were analyzed to generate the service attributes. In the quantitative phase, an online survey (n = 814) was conducted to calculate the performance and importance values of extracted attributes to plot them in an Importance-Performance Analysis (IPA) matrix. Findings A holistic image of the Airbnb extracted service attributes was presented through the IPA plot. Four types of SQ strategies were proposed, considering the actions priority. “Price reasonability” was the most important service attribute of Airbnb for guests, whereas “Check-in flexibility” was the best performed one. Practical implications The results shed light on the most relevant SQ attributes of Airbnb and proposed suitable strategies that can prioritize relevant stakeholders’ actions and decisions. The study significantly contributes to all decision makers involved in the short-stay accommodation sharing industry to further understand and develop SQ. Originality/value This research, using a comprehensive hybrid method, opens a lens to see more clearly the positioning of different attributes of Airbnb service from importance and performance viewpoints. As a contribution, the SQ of Airbnb was mapped by conducting an IPA for the first time in the literature.

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