An evaluation system for service quality of brand specialty shops

Liu, Wei, Peng, Zhijun and Zhang, Jing (2009) An evaluation system for service quality of brand specialty shops. In: 2009 IEEE 16th International Conference on Industrial Engineering and Engineering Management, IE and EM 2009; 21 October 2009 through 23 October 2009, Beijing, China.

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Abstract

A service quality evaluation system for brand specialty shops was investigated in this paper by basing on the Exploratory Factor Analysis (EFA) and Analytic Hierarchy Process (AHP). The index system was proposed to evaluate the service quality of brand specialty shops. Since the uncertainty of the service quality, the fuzzy evaluation was used to optimize the result of the primitive index system. Finally, field surveys at LENOVO brand specialty shops were carried out for validating the index system. ©2009 IEEE.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Proceedings 2009 IEEE 16th International Conference on Industrial Engineering and Engineering Management
Schools and Departments: School of Engineering and Informatics > Engineering and Design
Depositing User: Jun Peng
Date Deposited: 06 Feb 2012 20:26
Last Modified: 04 Apr 2012 09:15
URI: http://sro.sussex.ac.uk/id/eprint/25944
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