Fuzzy MCDM approach to select service provider

Mei Fang Chen, Gwo Hshiung Tzeng*, Cherng G. Ding


研究成果: Paper同行評審

59 引文 斯高帕斯(Scopus)


Investigators have shown that service quality perceptions are multi-dimensional and multi-leveled. However, from the strategic and competitive points of view, marketers would like to know which service quality dimensions or levels are more important when a customer evaluates the quality of service they provide. Since service quality is basically determined by subjective perceptions and feelings towards each of the evaluated criteria, the fuzzy MCDM (Fuzzy Multiple Criteria Decision Making, FMCDM) approach can explain more effectively how customers make their evaluation of service quality and select the service provider, and is recommended for practical use. The approach is illustrated using an empirical example in the fast food industry. The results demonstrate the applicability and usefulness of this approach.

出版狀態Published - 5月 2003
事件The IEEE International conference on Fuzzy Systems - St. Louis, MO, United States
持續時間: 25 5月 200328 5月 2003


ConferenceThe IEEE International conference on Fuzzy Systems
國家/地區United States
城市St. Louis, MO


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