Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

Ru Liu; Lixin Cui; Guangfeng Zeng; Hongyan Wu; Chengjie Wang; Shan Yan; Bingyan Yan

doi:10.1016/j.asoc.2014.10.014

Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

Ru Liu
, Lixin Cui^*
, Guangfeng Zeng
, Hongyan Wu
, Chengjie Wang
, Shan Yan
, Bingyan Yan

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

48 Citations (Scopus)

Abstract

This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Company (CCIC). It includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. Study shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality.

Original language	English
Pages (from-to)	508-512
Number of pages	5
Journal	Applied Soft Computing
Volume	26
DOIs	https://doi.org/10.1016/j.asoc.2014.10.014
Publication status	Published - Jan 2015

Keywords

Certification & inspection
Fuzzy set theory
SERVQUAL

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10.1016/j.asoc.2014.10.014

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title = "Applying the fuzzy SERVQUAL method to measure the service quality in certification \& inspection industry",

abstract = "This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification \& inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification \& Inspection Company (CCIC). It includes four parts: introduction, methodology, a case study of certification \& inspection service quality and conclusions. Study shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality.",

keywords = "Certification \& inspection, Fuzzy set theory, SERVQUAL",

author = "Ru Liu and Lixin Cui and Guangfeng Zeng and Hongyan Wu and Chengjie Wang and Shan Yan and Bingyan Yan",

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language = "English",

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AU - Liu, Ru

AU - Cui, Lixin

AU - Zeng, Guangfeng

AU - Wu, Hongyan

AU - Wang, Chengjie

AU - Yan, Shan

AU - Yan, Bingyan

PY - 2015/1

Y1 - 2015/1

N2 - This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Company (CCIC). It includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. Study shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality.

AB - This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Company (CCIC). It includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. Study shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality.

KW - Certification & inspection

KW - Fuzzy set theory

KW - SERVQUAL

UR - https://www.scopus.com/pages/publications/84912106016

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VL - 26

SP - 508

EP - 512

JO - Applied Soft Computing

JF - Applied Soft Computing

ER -

Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

Abstract

Keywords

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