퍼지수를 이용한 서비스 품질 측정에 관한 연구

• 영문명: Using Fuzzy Numbers to Evaluate Service Quality (FR-SERVQUAL)
• 발행기관: 한국산업경영시스템학회
• 저자명: 이석훈(Seok-Hoon Lee) 윤덕균(Deok-Gyun Yun)
• 간행물 정보: 『산업경영시스템학회지』제27권 제3호, 66~74쪽, 전체 9쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2004.09.01

영문 초록

In this paper the authors presents a new method, named FR-SER VQUAL, of evaluating perceived service quality in Public Sectors, using triangle fuzzy numbers and semantic differential scale. By conventional quantification methods, it is not easy to express the notion of a linguistic variables and customers' subjective judgements. In contrast to the conventional PZB methods which express the customers' perception of quality as a function of gap between the expected and perceived service, this paper suggests to use the ratio of the two. Through an application example, this paper shows that the current FR-SERVQUAL approach provides a more realistic way of measuring service quality compared to existing methods.

목차

1.서론

2.이론적 배경

3.퍼지이론 및 어의차이척도

4.연구모형 및 실증분석

5.결론

참고문헌