An evaluation model of service quality by applying linguistic TOPSIS method

Service industries have played an important role in the world wide economy. The most important issue in service industry is to provide high quality service to make customer satisfaction. There are many quantitative and qualitative factors will influence the service quality of service provider. It is not easy to evaluate the quality of service alternative directly. In this paper, we use 2-tuple linguistic variable and TOPSIS method to establish a service quality evaluation system. The 2-tuple linguistic variables can clearly express experts´ or customers´ opinions. TOPSIS method can rationally determine the ranking order of the service quality of each service alternative. Finally, an example is implemented to evaluate the logistical service provider by the proposed system.