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...
- Autores:
-
Baez Palencia, Diego Alberto
MARIÑO JIMÉNEZ, JUAN PABLO
Leon-Castro, Ernesto
Ramírez Molina, Reynier Israel
Pinochet Sánchez, Giselle
Ramírez Molina, Reynier Israel
- 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)