Integrated model of hot spring service quality perceptions under uncertainty

Authors:
Ming-Lang Tseng;Yuan-Ho Chen;Yong Geng
Affiliations:
Graduate School of Business and Management, Lunghwa University of Science and Technology, No. 300, Sec. 1, Wanshou Rd, Guishan Shiang, Taoyuan County, Taiwan and Shenyang Institute of Applied Ecol ...;Graduate School of Business and Management, Lunghwa University of Science and Technology, No. 300, Sec. 1, Wanshou Rd, Guishan Shiang, Taoyuan County, Taiwan;Shenyang Institute of Applied Ecology, Chinese Academy of Sciences, Shengyang, China
Venue:
Applied Soft Computing
Year:
2012

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Abstract

Integrating service quality perceptions from customer expectation and employee performance groups in subjective and objective functions are the main concern of service business today. However, to evaluate service quality criteria in linguistic preferences are difficult to present as exact numerical values. Hence, this study proposes a fuzzy extension of Decision Making Trial and Evaluation Laboratory (DEMATEL) in perceptions to address intertwined criteria by applying fuzzy set theory to evaluate the subjective and objective functions and applies extension of DEMATEL to evaluate the model for strategic goals. The empirical result shows that two groups of perceptions can be combined into a visual model to further develop the strategic concerns.