The quality level of services has to be constantly controlled, especially under conditions of competitionincreasing and limited resources. However, considering that service performance analyses are based onstakeholders' judgments, they can be characterized by possible uncertainties related to incompletenessfor partial ignorance, imprecision for subjectivity and even vagueness. Therefore, under these conditions,unreliable results can be obtained by widely used service analysis methodologies. In the present paper, amethodology based on a recent extension of the SERVQUAL model, and that uses in combined mannerthe fuzzy set theory and the analytic hierarchy process method is proposed to effectively handleuncertainty in service performance analyses. In particular, the fuzzy set theory is considered to deal withsuch uncertainty, whereas the AHP method is adopted as tool to estimate the importance weights of thestrategic service attributes.Subsequently, the Italian public transport service sector is strategically analysed, and its overallservice quality structure is described and, finally, the strategic analysis of the public urban transportservice delivered in Palermo (Italy) is performed by means of the proposed methodology. The performedservice analysis allows the most influencing service factors to be captured and commented upon. Theobtained results show that the management's perception of service quality meaningfully influences theoverall service performance level.
|Numero di pagine||10|
|Stato di pubblicazione||Published - 2013|
All Science Journal Classification (ASJC) codes
- Geography, Planning and Development