An Integrated Fuzzy Weighted SERVQUAL - QFD Approach for Service Quality Improvement

Abstract

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 measure 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 Keywords—Service quality, fuzzy, SERVQUAL, quality function deployment.

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