Two-stage fuzzy evaluation of department store service quality based on the statistical data

Abstract

The department store industry encounters a strict competition situation in Taiwan, hence, how to increase the competition ability, especially service quality, becomes the crucial issue in this matter. This paper focuses on the service quality of department store and proposes the evaluation procedure of service quality based on fuzzy theory. By applying PZB (Parasuraman, Zeithaml, and Berry) model, we adopt statistical data from a survey of one thousand customers to set up confidence intervals of service quality. We develop fuzzy assessment procedures by transforming confidence intervals to fuzzy numbers and using related centroid method. It is expected that the assessment so attained should be more objective.

Keywords:

• Centroid
• service quality
• fuzzy theory
• department store
• PZB model