Ordered weighted average operators in the SERVQUAL and SERVPERF scales

This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach...

Full description

Autores:
Baez Palencia, Diego Alberto
MARIÑO JIMÉNEZ, JUAN PABLO
Leon-Castro, Ernesto
Ramírez Molina, Reynier Israel
Pinochet Sánchez, Giselle
Tipo de recurso:
Article of investigation
Fecha de publicación:
2022
Institución:
Corporación Universidad de la Costa
Repositorio:
REDICUC - Repositorio CUC
Idioma:
eng
OAI Identifier:
oai:repositorio.cuc.edu.co:11323/10878
Acceso en línea:
https://hdl.handle.net/11323/10878
https://repositorio.cuc.edu.co/
Palabra clave:
Service quality
SERVQUAL
SERVPERF
OWA
Rights
openAccess
License
Atribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)