A Fuzzy Approach to Retailers' Service Satisfaction Assessment in One Round Survey

DOI

10.2991/icacsei.2013.163How to use a DOI?

Keywords

Service satisfaction, fuzzy entropy, SERVQUAL.

Abstract

The service satisfaction of retailer is an important issue to assessment service quality of the most of competitive organizations in providing goods process. This paper propose a fuzzy approach for evaluating current perception of the service satisfaction of retailer in one round survey, and uses the degree of importance of the perception of current attributes to assure its' validation. Finally, a sample of 50 cigarette retailers' service satisfaction assessment is used to implement the proposed method. Some interesting conclusions and useful suggestions are given to the organizations that to improve the service quality.

Copyright

© 2013, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Yong Li
PY  - 2013/08
DA  - 2013/08
TI  - A Fuzzy Approach to Retailers' Service Satisfaction Assessment in One Round Survey
BT  - Proceedings of the 2013 International Conference on Advanced Computer Science and Electronics Information (ICACSEI 2013)
PB  - Atlantis Press
SP  - 677
EP  - 680
SN  - 1951-6851
UR  - https://doi.org/10.2991/icacsei.2013.163
DO  - 10.2991/icacsei.2013.163
ID  - Li2013/08
ER  -