Applying fuzzy set theory to measuring air transportation service quality

This paper describes the development of fuzzy measuring process for assessing customer perceptions of service quality in airlines. After a discussion about the conceptualization of the service quality and PZB model for measuring consumer perceptions of quality, we describe the procedures used in constructing a fuzzy evaluation model that uses fuzzy number to present the fuzzy rating, and Hamming distance method to measure the service quality. In the end, we use Taiwan domestic airlines as an example to describe the evaluation process, to analysis the service quality improvement strategy and to compare our model with PZB model