期刊名称：International Journal of Engineering Research
印刷版ISSN：2319-6890
出版年度：2014
卷号：3
期号：12
页码：774-776
出版社：IJER
摘要：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 mea sure 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 and obtained outcomes are reported
关键词：Service quality; fuzzy; SERVQUAL; quality ; function deployment
