The Application of Fuzzy Linear Ordering Methods in Determining the Hierarchy of the Importance of Service Quality Characteristics
Keywords:
WebQual, fuzzy numbers, fuzzy TOPSIS, fuzzy Hellwig's methodAbstract
The principal aim of the article is to characterise and assess the application possibilities for selected fuzzy linear ordering methods in determining the hierarchy of the importance of service quality characteristics. The report presents the results of a study whose aim was to assess the quality of Poland's Central Statistical Office's website. A tool known as WebQual was used, after modification by the author for two areas: quality of listed service characteristics and how respondent opinions were measured. The survey questionnaire enables the transformation of the measurement results from linguistic values to numerical ones using fuzzy sets. The primary data prepared this way formed the basis for the application of fuzzy linear ordering methods.
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