An evaluation system for service quality of brand specialty shops

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.