Результаты исследований: Публикации в книгах, отчётах, сборниках, трудах конференций › статья в сборнике материалов конференции › научная › Рецензирование
Improvement of the Service Quality Management System in Automobile Dealerships Using Dynamic Fuzzy Numbers Tools. / Kostikova, A. V.; Skiter, N. N.; Simonov, A. B.; Egorova, I. E.; Tarasova, I. A.
2020 International Multi-Conference on Industrial Engineering and Modern Technologies, FarEastCon 2020. Institute of Electrical and Electronics Engineers Inc., 2020. 9271448 (2020 International Multi-Conference on Industrial Engineering and Modern Technologies, FarEastCon 2020).Результаты исследований: Публикации в книгах, отчётах, сборниках, трудах конференций › статья в сборнике материалов конференции › научная › Рецензирование
}
TY - GEN
T1 - Improvement of the Service Quality Management System in Automobile Dealerships Using Dynamic Fuzzy Numbers Tools
AU - Kostikova, A. V.
AU - Skiter, N. N.
AU - Simonov, A. B.
AU - Egorova, I. E.
AU - Tarasova, I. A.
N1 - Publisher Copyright: © 2020 IEEE. Copyright: Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/10/6
Y1 - 2020/10/6
N2 - The problem of providing high-quality service and a high level of service is relevant for enterprises in all fields of activity with an extensive customer base and a large number of competitors. The purpose of this article is to adapt the dynamic fuzzy modeling tool to solve the problem of evaluating and managing the quality of service in an automobile dealership. Based on the analysis of time changes in the values of various socio-economic factors we propose the concept of dynamic fuzzy sets and define an algorithm for constructing a dynamic membership function. Further, by forming five-level linguistic variables, we present a comprehensive methodology for evaluating service quality management. The article defines 23 rules for the desired service quality indicator formed on the basis of a combination of values of subjective and objective criteria. Finally, we demonstrate experimental work on calculating a comprehensive indicator of the quality of service of an automobile dealership to verify and justify the chosen approach.
AB - The problem of providing high-quality service and a high level of service is relevant for enterprises in all fields of activity with an extensive customer base and a large number of competitors. The purpose of this article is to adapt the dynamic fuzzy modeling tool to solve the problem of evaluating and managing the quality of service in an automobile dealership. Based on the analysis of time changes in the values of various socio-economic factors we propose the concept of dynamic fuzzy sets and define an algorithm for constructing a dynamic membership function. Further, by forming five-level linguistic variables, we present a comprehensive methodology for evaluating service quality management. The article defines 23 rules for the desired service quality indicator formed on the basis of a combination of values of subjective and objective criteria. Finally, we demonstrate experimental work on calculating a comprehensive indicator of the quality of service of an automobile dealership to verify and justify the chosen approach.
KW - dynamic fuzzy models
KW - fuzzy inference system
KW - linguistic variables
KW - quality of service
KW - rule base
UR - http://www.scopus.com/inward/record.url?scp=85098917837&partnerID=8YFLogxK
U2 - 10.1109/FarEastCon50210.2020.9271448
DO - 10.1109/FarEastCon50210.2020.9271448
M3 - Conference contribution
AN - SCOPUS:85098917837
T3 - 2020 International Multi-Conference on Industrial Engineering and Modern Technologies, FarEastCon 2020
BT - 2020 International Multi-Conference on Industrial Engineering and Modern Technologies, FarEastCon 2020
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 2020 International Multi-Conference on Industrial Engineering and Modern Technologies, FarEastCon 2020
Y2 - 6 October 2020 through 9 October 2020
ER -
ID: 73301237