Service quality evaluation by fuzzy Deplhi method

摘要

The customer always aspires to the conformity of the price of service defined by it and its qualities. We will notice that, as a rule, the customer of service complains of its high price, than the customer of the physical goods less often. If the considers the price overestimated simply leaves without purchase. The dissatisfaction of service conducts, as a rule, to the big losses in a market dale. For this reason the manufacturer of services should as it is possible to reveal more precisely requirement and expectation of the target clients. Unfortunately, service is more difficult to judge quality and even more difficultly to define it. Service quality estimation is based on perception based information, not numerical information. In this paper we apply fuzzy Delphi method for investigation of service quality in airlines.