A Service Quality Evaluation Method Considering the Tolerance Zones of Service Aspirations Provided by Customers

Abstract

Abstract:

To solve the service quality evaluation problem of a service system, a method for evaluating service quality considering the tolerance zones of service aspirations provided by customers is proposed. In the method, firstly, the tolerance zones of service aspirations and service perception evaluations of customers are obtained through questionnaires. Then, according to the degree of importance of each evaluation index provided by the experts, the weights of service quality evaluation indexes are calculated. Furthermore, the customers’ evaluation information is integrated using the weighted-average method to determine the comprehensive service quality perception value of the service system. Moreover, the service quality grade of the service system is determined using the score scale transformation method. Finally, a practical example is given to illustrate the feasibility and the potential application of the proposed method.

Key words: service quality evaluation, tolerance zone, evaluation index, evaluation method

ZHANG Chongyang1, FAN Zhiping1, YU Chao1, XU Hao2. A Service Quality Evaluation Method Considering the Tolerance Zones of Service Aspirations Provided by Customers[J]. Industrial Engineering Journal .

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