Expert systems and fuzzy systems
Expert systems and fuzzy systems
Evaluating weapon system by Analytical Hierarchy Process based on fuzzy scales
Fuzzy Sets and Systems
Fuzzy sets and fuzzy logic: theory and applications
Fuzzy sets and fuzzy logic: theory and applications
Fuzzy hierarchical analysis: the Lambda-Max method
Fuzzy Sets and Systems - Special issue on clustering and learning
The Analytic Hierarchy Process--An Exposition
Operations Research
Project Selection by Constrained Fuzzy AHP
Fuzzy Optimization and Decision Making
Using fuzzy decision making for the evaluation of the project management internal efficiency
Decision Support Systems
Computer-aided machine-tool selection based on a Fuzzy-AHP approach
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
A study of the service quality of general portals
Information and Management
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Supplier selection in electronic marketplaces using satisficing and fuzzy AHP
Expert Systems with Applications: An International Journal
Fuzzy application in service quality analysis: An empirical study
Expert Systems with Applications: An International Journal
Innovation capital indicator assessment of Taiwanese Universities: A hybrid fuzzy model application
Expert Systems with Applications: An International Journal
A fuzzy extension of Saaty's priority theory
Fuzzy Sets and Systems
An evaluation of airline service quality using the fuzzy weighted SERVQUAL method
Applied Soft Computing
Strategic analysis of healthcare service quality using fuzzy AHP methodology
Expert Systems with Applications: An International Journal
Fuzzy logic = computing with words
IEEE Transactions on Fuzzy Systems
A Conjoint-based approach to student evaluations of teaching performance
Expert Systems with Applications: An International Journal
A new type-2 fuzzy set of linguistic variables for the fuzzy analytic hierarchy process
Expert Systems with Applications: An International Journal
Benchmarking of service quality with data envelopment analysis
Expert Systems with Applications: An International Journal
Hi-index | 12.05 |
In recent years, the attention that the European Community has focused on the education sector has produced a new university commitment addressed to quality aspects for all education related services. In fact, a quality oriented service requires excellence in the design and planning of service activities, as well as during its delivering and also for the adopted service performance evaluation method. However, considering that service performance evaluations are deeply based on stakeholders' judgments, they can be characterized by possible uncertainties related to incompleteness for partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions, unreliable results can be obtained by widely considered service analysis methods. In the present paper, a method based on a recent extension of the ServQual model and that uses in combined manner the Fuzzy Set Theory and the Analytic Hierarchy Process method is proposed to effectively handle uncertainty in service performance analyses. In particular, the Fuzzy Set Theory is considered to deal with such uncertainty, whereas the AHP method is adopted as tool to estimate the importance weights of the strategic service attributes. Subsequently, the strategic analysis of the service value tree related to the Management Engineering program at the University of Palermo (Italy) is performed by using the proposed method. The performed service analysis allows the most influencing service performance factors to be captured and commented upon. Finally, the obtained results show that the professors' perception of service quality meaningfully influences the overall service performance level.