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A proposed method to evaluate the quality of services using Fuzzy sets theory

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  • Cleriston Silva
  • Deise Araújo Batista
  • Denise Medeiros

Abstract

This paper seeks to provide the services sector with a focus on the assessment of quality and for this purpose, a technique that may able a quantitative approach to evaluating quality is proposed. The use of the fuzzy sets theory to process data was used, thus allowing a more flexible and suitable insight into the characteristics of the service sector. An extension of the technique for order performance by similarity to the ideal solution was used. This informs managers of the distance from the company $$\prime $$ s current level of quality, if compared to a company of perfect quality by means of an overall evaluation. The same technique was used to detect changes in the level of quality during the period surveyed by using a stratified assessment. Finally, a practical application of the approach proposed is presented. Copyright Springer Science+Business Media Dordrecht 2014

Suggested Citation

  • Cleriston Silva & Deise Araújo Batista & Denise Medeiros, 2014. "A proposed method to evaluate the quality of services using Fuzzy sets theory," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(2), pages 871-885, March.
    • Handle: RePEc:spr:qualqt:v:48:y:2014:i:2:p:871-885
    DOI: 10.1007/s11135-012-9809-x
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    References listed on IDEAS

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    1. R. E. Bellman & L. A. Zadeh, 1970. "Decision-Making in a Fuzzy Environment," Management Science, INFORMS, vol. 17(4), pages 141-164, December.
    2. Kim, Gyutai & Park, Chan S. & Yoon, K. Paul, 1997. "Identifying investment opportunities for advanced manufacturing systems with comparative-integrated performance measurement," International Journal of Production Economics, Elsevier, vol. 50(1), pages 23-33, May.
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    Cited by:

    1. Donata Marasini & Piero Quatto & Enrico Ripamonti, 2016. "Intuitionistic fuzzy sets in questionnaire analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(2), pages 767-790, March.

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    Keywords

    Quality; Fuzzy sets; Service; TOPSIS;
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