A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry

Procedia CIRP

Volumn 30, Issue , 2015, Pages 433-438

  Stefano, N M ^a   Casarotto Filho, N ^a   Barichello, R ^a   Sohn, A P ^a  

^a FEDERAL UNIVERSITY OF SANTA CATARINA   (Brazil)

Author keywords

Fuzzy sets; Gaps; Services; SERVQUAL

Indexed keywords

FUZZY SETS; QUALITY CONTROL; QUALITY OF SERVICE; SALES;

CUSTOMER EXPECTATION; GAPS; PERCEIVED QUALITY; PRODUCTION AND CONSUMPTION; SERVICE QUALITY; SERVICE-PROVIDING; SERVICES; SERVQUAL;

CUSTOMER SATISFACTION;

EID: 84939494318     PISSN: 22128271     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1016/j.procir.2015.02.140     Document Type: Conference Paper

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