Ranking of Service Quality using Intuitionistic Fuzzy Weighted Entropy: A Case of Vehicle Insurance Companies
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| Title | Ranking of Service Quality using Intuitionistic Fuzzy Weighted Entropy: A Case of Vehicle Insurance Companies |
| Authors | |
| Abstract | The importance of service quality ranking is apparent with increasingly demand to meet customer needs in highly competitive service related industry. However, service quality ranking is not always straightforward as the criteria in ranking processes and customer perceptions toward services are intangible measures. This paper presents a ranking for service quality of four vehicle insurance companies using intuitionistic fuzzy weighted entropy. The intuitionistic fuzzy weighted entropy is useful to represent the decision information in the process of decision making since it was characterized by degrees of membership, degrees of non-membership and hesitation degrees. The crisp survey results were collected via questionnaires from customers of the selected vehicle insurance companies and analysed using the intuitionistic fuzzy weight entropy. It is found that BS Insurance is the first in ranking thereby the best company in service quality out of the four companies. These ranking results would be useful for insurance companies in upgrading their service quality and eventually able to fulfil customers’ needs. |
| Publisher | World Science Publisher |
| Date | 2012-03-02 |
| Source | 2167-6348 |
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