1PG Scholar, Mar Athanasius College of Engineering, Kothamangalam, Kerala, India
2Associate Professor, Mar Athanasius College of Engineering, Kothamangalam, Kerala, India
3Professor Department of Mechanical Engineering, Mar Athanasius College of Engineering, Kothamangalam, Kerala, India
***abrahammanimaleth@gmail.com
Online published on 8 November, 2017.
Service quality is an essential aspect of any service provider. The role of service quality becomes critical in the success of any organization. Nowadays, with the increased competition, service quality has become a popular area of academic research. In order to measure and improve service quality, it is important to use a reliable instrument. In this paper, an integrated approach (Fuzzy Weighted SERVQUAL-QFD) is proposed to help the organization to measure service quality and guide to development of innovative service through identification of weak attribute which are critical to customers. The proposed methodology is documented with practical case and obtained outcomes are reported
Service quality, fuzzy, SERVQUAL, quality function deployment
