Open Access. Powered by Scholars. Published by Universities.®
Innovative Research Publications IRP India
An Integrated Fuzzy Weighted SERVQUAL - QFD Approach for Service Quality Improvement
Articles 1 - 1 of 1
Full-Text Articles in Entire DC Network
An Integrated Fuzzy Weighted Servqual - Qfd Approach For Service Quality Improvement, Innovative Research Publications Irp India, Aneesh M. R, Dileeplal Dileeplal J J., M. A. Abraham
An Integrated Fuzzy Weighted Servqual - Qfd Approach For Service Quality Improvement, Innovative Research Publications Irp India, Aneesh M. R, Dileeplal Dileeplal J J., M. A. Abraham
Innovative Research Publications IRP India
Service quality is an essential aspect of any service provider. The role of service quality becomes critical in the success of any organization. Nowadays, with the increased competition, service quality has become a popular area of academic research. In order to measure and improve service quality, it is important to use a reliable instrument. In this paper, an integrated approach (Fuzzy Weighted SERVQUAL - QFD) is proposed to help the organization to measure service quality and guide to development of innovative service through identification of weak attribute which are critical to customers. The proposed methodology is documented with practical case …