An application of fuzzy logic to assess service quality attributes in logistics industry

Transport

Babak Ghoddami¹  Ahmad Esmaeili¹  Reza Ahmadi Kahnali²  Reza Rostamzadeh³  Edmundas Kazimieras Zavadskas⁴ 

[1] Dept of Industrial Management, Allameh Tabataba’i University, Tehran, Iran;Dept of Management, Hormozgan University, Bandar Abbas, Iran;Dept of Management, Urmia Branch, Islamic Azad University, Urmia, Iran;Research Institute of Smart Building Technologies, Vilnius Gediminas Technical University, Vilnius, Lithuania

关键词: fuzzy sets theory;    fuzzy entropy;    service quality;    quality attributes;    logistics;   

DOI  :  10.3846/16484142.2015.1046402

学科分类：航空航天科学

来源: Vilnius Gedinimas Technical University

【 摘 要 】

Differentiation, growing competitive advantage, and excellence has been proved to be the result of service quality. At the same time, measuring attributes of service quality and customer satisfaction is fuzzy and ambiguous, and methods available for their measurement are generally classical. This paper proposes a fuzzy method to identify the service quality attributes. This approach was developed using crisp assessment methods in a logistics company. Applying the proposed fuzzy approach, service quality attributes and indicators are identified and then organized into 8 categories, to see the uncertainty level of each. The proposed method was successfully conducted in a real logistics company. The results show the membership degree of each indicator, suggesting customer expectations regarding quality. Also, the membership degrees of the service quality attributes suggest the ability of each to describe service quality in logistics industry.

【 授权许可】

CC BY