Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method

This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Group (CCIC). The paper includes fo...

Full description

Saved in:
Bibliographic Details
Main Authors: CUI, Li-xin, ZENG, Guang-feng, WU, Hong-yan, WANG, Cheng-jie, LIU, Ru
Format: Article
Language:English
Published: Đại học Kinh tế 2016
Subjects:
Online Access:http://repository.vnu.edu.vn/handle/VNU_123/14280
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Vietnam National University, Hanoi
Language: English
id oai:112.137.131.14:VNU_123-14280
record_format dspace
spelling oai:112.137.131.14:VNU_123-142802020-06-26T08:19:02Z Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method CUI, Li-xin ZENG, Guang-feng WU, Hong-yan WANG, Cheng-jie LIU, Ru SERVQUAL certification & inspection fuzzy set theory This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Group (CCIC). The paper includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. The results of this research show that among the five dimensions the feature of "tangible" has the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality efficiently. 2016-09-21T03:45:33Z 2016-09-21T03:45:33Z 2012 Article CUI, L. ... [et al.]. (2012). Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method. 2012 JSPS Asian CORE Program, Nagoya University and VNU University of Economics and Business http://repository.vnu.edu.vn/handle/VNU_123/14280 en 7 tr. application/pdf Đại học Kinh tế
institution Vietnam National University, Hanoi
building VNU Library & Information Center
country Vietnam
collection VNU Digital Repository
language English
topic SERVQUAL
certification & inspection
fuzzy set theory
spellingShingle SERVQUAL
certification & inspection
fuzzy set theory
CUI, Li-xin
ZENG, Guang-feng
WU, Hong-yan
WANG, Cheng-jie
LIU, Ru
Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
description This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Group (CCIC). The paper includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. The results of this research show that among the five dimensions the feature of "tangible" has the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality efficiently.
format Article
author CUI, Li-xin
ZENG, Guang-feng
WU, Hong-yan
WANG, Cheng-jie
LIU, Ru
author_facet CUI, Li-xin
ZENG, Guang-feng
WU, Hong-yan
WANG, Cheng-jie
LIU, Ru
author_sort CUI, Li-xin
title Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
title_short Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
title_full Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
title_fullStr Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
title_full_unstemmed Certification and Inspection Service Quality: Applying the fuzzy SERVQUAL method
title_sort certification and inspection service quality: applying the fuzzy servqual method
publisher Đại học Kinh tế
publishDate 2016
url http://repository.vnu.edu.vn/handle/VNU_123/14280
_version_ 1680963497981116416