Share:


An application of fuzzy logic to assess service quality attributes in logistics industry

    Ahmad Esmaeili Affiliation
    ; Reza A. Kahnali Affiliation
    ; Reza Rostamzadeh Affiliation
    ; Edmundas K. Zavadskas Affiliation
    ; Babak Ghoddami Affiliation

Abstract

Differentiation, growing competitive advantage, and excellence has been proved to be the result of service quality. At the same time, measuring attributes of service quality and customer satisfaction is fuzzy and ambiguous, and methods available for their measurement are generally classical. This paper proposes a fuzzy method to identify the service quality attributes. This approach was developed using crisp assessment methods in a logistics company. Applying the proposed fuzzy approach, service quality attributes and indicators are identified and then organized into 8 categories, to see the uncertainty level of each. The proposed method was successfully conducted in a real logistics company. The results show the membership degree of each indicator, suggesting customer expectations regarding quality. Also, the membership degrees of the service quality attributes suggest the ability of each to describe service quality in logistics industry.

Keyword : fuzzy sets theory, fuzzy entropy, service quality, quality attributes, logistics

How to Cite
Esmaeili, A., Kahnali, R. A., Rostamzadeh, R., Zavadskas, E. K., & Ghoddami, B. (2015). An application of fuzzy logic to assess service quality attributes in logistics industry. Transport, 30(2), 172–181. https://doi.org/10.3846/16484142.2015.1046402
Published in Issue
Jun 30, 2015
Abstract Views
119
PDF Downloads
132