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Constructing Fuzzy Hypothesis Methods to Determine Critical-To-Quality Service Items

Author

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  • Chun-Hung Yu

    (Department of Industrial Education and Technology, National Changhua University of Education, Changhua 50074, Taiwan
    Language Center, National Chin-Yi University of Technology, Taichung 41170, Taiwan)

  • Chin-Chia Liu

    (Department of Industrial Education and Technology, National Changhua University of Education, Changhua 50074, Taiwan)

  • Kuen-Suan Chen

    (Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taichung 41170, Taiwan
    Institute of Innovation and Circular Economy, Taichung 41354, Taiwan
    Department of Business Administration, Chaoyang University of Technology, Taichung 41349, Taiwan)

  • Chun-Min Yu

    (Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taichung 41170, Taiwan)

Abstract

This paper constructs a performance evaluation matrix (PEM) with beta distribution. Beta is between zero and one, making it a suitable indicator to describe customer ratings of importance and satisfaction from 0% to 100%. According to the spirit of ceaseless improvement put forward by total quality management, the average ratings are set as the standard, and then the coordinates of each satisfaction and importance item is located in the performance areas. This makes it easy to identify critical-to-quality items that require improvement. However, the data collection method of questionnaires inevitably involves sampling error, and the opinions of customers are often ambiguous. To solve these problems, we constructed a fuzzy testing method based on confidence intervals. The use of confidence intervals decreases the chance of misjudgment caused by sampling errors, and more precisely gets closer to customers’ voices. This result is more reasonable than the traditional statistical testing principle. The proposed methods are applied to assessment of a computer-assisted language learning (CALL) system to display their competence.

Suggested Citation

  • Chun-Hung Yu & Chin-Chia Liu & Kuen-Suan Chen & Chun-Min Yu, 2020. "Constructing Fuzzy Hypothesis Methods to Determine Critical-To-Quality Service Items," Mathematics, MDPI, vol. 8(4), pages 1-16, April.
    • Handle: RePEc:gam:jmathe:v:8:y:2020:i:4:p:573-:d:344704
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    References listed on IDEAS

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    1. Ghosh, Piyali & Ojha, Mohit Kr. & Geetika,, 2017. "Determining passenger satisfaction out of platform-based amenities: A study of Kanpur Central Railway Station," Transport Policy, Elsevier, vol. 60(C), pages 108-118.
    2. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.
    3. Wong, R.C.P. & Szeto, W.Y., 2018. "An alternative methodology for evaluating the service quality of urban taxis," Transport Policy, Elsevier, vol. 69(C), pages 132-140.
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    Cited by:

    1. Teng-Chiao Lin & Hsing-Hui Chen & Kuen-Suan Chen & Yen-Po Chen & Shao-Hsun Chang, 2023. "Decision-Making Model of Performance Evaluation Matrix Based on Upper Confidence Limits," Mathematics, MDPI, vol. 11(16), pages 1-11, August.
    2. Kuen-Suan Chen & Tzung-Hua Hsieh, 2022. "Novel Physical Fitness Fuzzy Evaluation Model for Individual Health Promotion," IJERPH, MDPI, vol. 19(9), pages 1-12, April.

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