Investigating the role of Fuzzy as confirmatory tool for service quality assessment (Case study: Comparison of Fuzzy SERVQUAL and SERVQUAL in hotel service evaluation)

The problem was because of some indicators qualitatively assessed had been discussed in engineering field. Whereas, qualitative assessment was presently used in certain occasion including in engineering field, for instance, the assessment of service satisfaction. Probably, understanding of satisfact...

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Bibliographic Details
Published in:IOP conference series. Materials Science and Engineering 2017-11, Vol.273 (1), p.12032
Main Author: Wahyudi, R D
Format: Article
Language:English
Subjects:
Data processing
Evaluation
Fuzzy logic
Fuzzy SERVQUAL
Quality assessment
Service Evaluation
SERVQUAL
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Summary:The problem was because of some indicators qualitatively assessed had been discussed in engineering field. Whereas, qualitative assessment was presently used in certain occasion including in engineering field, for instance, the assessment of service satisfaction. Probably, understanding of satisfaction definition caused bias if customers had their own definition of satisfactory level of service. Therefore, the use of fuzzy logic in SERVQUAL as service satisfaction measurement tool would probably be useful. This paper aimed to investigate the role of fuzzy in SERVQUAL by comparing result measurement of SERVQUAL and fuzzy SERVQUAL for study case of hotel service evaluation. Based on data processing, initial result showed that there was no significant different between them. Thus, either implementation of fuzzy SERVQUAL in different case or study about the role of fuzzy logic in SERVQUAL would be interesting further discussed topic.
ISSN:1757-8981
1757-899X
DOI:10.1088/1757-899X/245/1/012032