Search results for "Customer satisfaction evaluation"
showing 2 items of 2 documents
Strategic analysis of transit service quality using fuzzy AHP methodology
2013
Customer satisfaction analyses are deeply based on customers' judgments and as consequence, they can be characterized by a certain degree of uncertainty generally ascribed to coexistence of three relevant aspects: vagueness, imprecision and subjectivity. In the present paper, a methodology able to handle such uncertainty, based on the ServQual discrepancy paradigm and that uses in combined manner the AHP method and the Fuzzy Sets Theory is proposed in order to overcome limitations of the traditional service evaluation approaches. Subsequently, by considering the Italian public transit service sector, a service quality analysis is conducted and the overall transit service quality structure i…
Handling stakeholder uncertain judgments in strategic transport service analyses
2013
Abstract The quality level of services has to be constantly controlled, especially under conditions of competition increasing and limited resources. However, considering that service performance analyses are based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unreliable results can be obtained by widely used service analysis methodologies. In the present paper, a methodology based on a recent extension of the SERVQUAL model, and that uses in combined manner the fuzzy set theory and the analytic hierarchy process method is prop…