A Fuzzy Based Service Quality and Performance Evaluation Model: A Case Study in Hostel Mess

Abstract

Customer service satisfaction has become a major concern of modern service industry competition. Accurate evaluation of customer service satisfaction is the basis to improve the service quality. Since there is a causal relationship between customer satisfaction and service quality and services literature and studies have shown that service quality is an antecedent of customer satisfaction, the present work seeks to find out the service dimensions of service quality, which lead to higher levels of customer satisfaction. This paper constructs the service quality evaluation system of a hostel mess of National Institute of Technology, Rourkela, India, based on the customer’s (students of the hostel) point of view, and put forward the questionnaire of service quality in mess services in hostel, and set up the evaluating overall service quality and performance extent. Apart from estimating overall service quality performance extent index, the present study has been extended to identify ill-performing areas which require future improvement. A fuzzy based service quality and performance appraisement module has been reported in this work.