Author/Authors :
YAVUZ, Oğuzhan Gazi Üniversitesi - İktisadi ve İdari Bilimler Fakültesi - İşletme Bölümü, Turkey
Title Of Article :
GENERALIZED FUZZY CHOQUET INTEGRAL METHOD FOR MEASURING SERVICE QUALITY AND A COMPARATIVE ANALYSIS
Abstract :
Today, a great majority of the economies consist of service businesses. In service sector, the most important subject is the service quality. Measurement of the level of the service quality, in order to ensure customer satisfaction is extremely important in terms of the service businesses. Service quality is an generally customer intimacy. Customer expectations and customer perceptions levels should be put forward to measure service quality. The differences between customer expectations and perception levels, reveal that the level of the service quality. SERVQUAL Method is a primary approach to measure service quality. Nowadays, especially with the advances in the artificial intelligent tecniques, fuzzy set approach is frequently used by articles to convert numbers to fuzzy numbers. Thus, more accurate results can be obtained in the articles. In this study, SERVQUAL Method is used to measure the service quality on the two retail stores operating in the food retail industry. Also, Generalized Fuzzy Choquet Integral Method and Induced Generalized Intuitionistic Fuzzy Choquet Integral Method are used to measure service quality and compared.
NaturalLanguageKeyword :
Service Quality , SERVQUAL , Choquet Integral , Generalized Fuzzy Choquet Integral , Induced Generalized Intuitionistic Fuzzy Choquet Integral
JournalTitle :
Journal Of Economics and Administrative Sciences
