A fuzzy approach which is applied for assessment service quality is proposed to improve the drawbacks of common statistical methods. Many researchers' results showed that service quality is usually evaluated by statistical method and also focused on one specific industry. The statistical method can estimate the mean of customers’satisfactory level of each evaluation factor and it can also reveal the priority factors of the service quality for improvement. However, the satisfactory level of evaluation dimension and aggregate evaluation results can't be achieved by using statistical method. In this study, an algorithm of fuzzy approach based on order statistics for evaluating the service quality is developed to handle the evaluation of service quality of any industries. Furthermore, an illustrative example is given to verify the results and show its advantages.
2005年管理科學與經營決策國際學術研討會論文集=Proceedings of the 2005 International Conference in Management Sciences and Decision Making，頁297-311