Evaluating the Quality of Service in Mobile Business Based on Fuzzy Set Theory

Today, quality of service (QoS) is reckoned as the crucial element of strategic competitiveness and the hallmark of commercial success in mobile business. In response, various approaches have been developed and applied in evaluating service quality. However, due to the intrinsic subjectivity and invisibility of customers´ perception, conventional approaches are subjected to some shortcomings in measuring the mobile service quality. To address this limitation, we propose a new approach for evaluating the mobile service quality. In essence, the proposed approach is based on the fuzzy set theory. More specifically, the degree of customer´s linguistic satisfaction for mobile services is gauged by triangular fuzzy number. The perceived quality is determined by multiplying the quality rating and the weight of dimensions. It is expected that the results of the proposed approach may provide more indicative and practical knowledge in evaluating the mobile service quality in mobile service.