Applying linguistic decision-making method to deal with service quality evaluation problems

Today the evaluation of service quality is one of the most important management issues for every organization, An important feature of the service process is the degree of customer influence on the service process. A characteristic of service quality evaluation is that it consists of both tangible and intangible factors. In this paper the customers' subjective opinions and the weights of factors are described by linguistic labels which can be expressed in trapezoidal fuzzy numbers. After aggregating these linguistic labels, a linguistic decision-making method is proposed to evaluate the service quality level of each organization. Finally, a numerical example is shown to highlight the procedure of the proposed method at the end of this paper.