Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales

Diego Baez Palencia; Juan Mariño Jiménez; Ernesto León Castro; Reynier Ramírez Molina; Giselle Pinochet Sánchez

doi:10.1016/j.procs.2022.07.061

Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales

Diego Baez Palencia
, Juan Mariño Jiménez
, Ernesto León Castro
, Reynier Ramírez Molina
, Giselle Pinochet Sánchez

Universidad de la Costa
Universidad del Tolima
Universidad Católica de la Santísima Concepción
Universidad Antonio Nariño

Research output: Contribution to journal › Conference article › peer-review

Abstract

This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach and the aggregation proposal. Results showed similar aggregate valuations. The new operators allow reordering at both the general level and per dimension, which allows including the relevance given by the user, or using a vector from an external party. New lines of analysis are exposed. Those are related to the use of OWA extensions, quality scale extensions, or applying thresholds in multicriteria methods for service quality.

Original language	English
Pages (from-to)	456-460
Number of pages	5
Journal	Procedia Computer Science
Volume	203
DOIs	https://doi.org/10.1016/j.procs.2022.07.061
State	Published - 2022
Externally published	Yes
Event	17th International Conference on Future Networks and Communications / 19th International Conference on Mobile Systems and Pervasive Computing / 12th International Conference on Sustainable Energy Information Technology, FNC/MobiSPC/SEIT 2022 - Niagara Falls, Canada Duration: 09 Aug 2022 → 11 Aug 2022

Keywords

OWA
SERVPERF
SERVQUAL
Service Quality

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10.1016/j.procs.2022.07.061

Cite this

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title = "Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales",

abstract = "This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach and the aggregation proposal. Results showed similar aggregate valuations. The new operators allow reordering at both the general level and per dimension, which allows including the relevance given by the user, or using a vector from an external party. New lines of analysis are exposed. Those are related to the use of OWA extensions, quality scale extensions, or applying thresholds in multicriteria methods for service quality.",

keywords = "OWA, SERVPERF, SERVQUAL, Service Quality",

author = "Palencia, \{Diego Baez\} and Jim{\'e}nez, \{Juan Mari{\~n}o\} and Castro, \{Ernesto Le{\'o}n\} and Molina, \{Reynier Ram{\'i}rez\} and S{\'a}nchez, \{Giselle Pinochet\}",

note = "Publisher Copyright: {\textcopyright} 2022 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0) Peer-review under responsibility of the Conference Program Chairs.; 17th International Conference on Future Networks and Communications / 19th International Conference on Mobile Systems and Pervasive Computing / 12th International Conference on Sustainable Energy Information Technology, FNC/MobiSPC/SEIT 2022 ; Conference date: 09-08-2022 Through 11-08-2022",

year = "2022",

doi = "10.1016/j.procs.2022.07.061",

language = "English",

volume = "203",

pages = "456--460",

journal = "Procedia Computer Science",

issn = "1877-0509",

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TY - JOUR

T1 - Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales

AU - Palencia, Diego Baez

AU - Jiménez, Juan Mariño

AU - Castro, Ernesto León

AU - Molina, Reynier Ramírez

AU - Sánchez, Giselle Pinochet

N1 - Publisher Copyright: © 2022 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0) Peer-review under responsibility of the Conference Program Chairs.

PY - 2022

Y1 - 2022

N2 - This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach and the aggregation proposal. Results showed similar aggregate valuations. The new operators allow reordering at both the general level and per dimension, which allows including the relevance given by the user, or using a vector from an external party. New lines of analysis are exposed. Those are related to the use of OWA extensions, quality scale extensions, or applying thresholds in multicriteria methods for service quality.

AB - This research extends the discussion about service quality measurement. Two new quality aggregation measures using OWA and IOWA operators are proposed by making use of the SERVQUAL and SERVPERF scales, and their calculation methods. A numerical example is performed considering the classical approach and the aggregation proposal. Results showed similar aggregate valuations. The new operators allow reordering at both the general level and per dimension, which allows including the relevance given by the user, or using a vector from an external party. New lines of analysis are exposed. Those are related to the use of OWA extensions, quality scale extensions, or applying thresholds in multicriteria methods for service quality.

KW - OWA

KW - SERVPERF

KW - SERVQUAL

KW - Service Quality

UR - https://www.scopus.com/pages/publications/85141710106

U2 - 10.1016/j.procs.2022.07.061

DO - 10.1016/j.procs.2022.07.061

M3 - Conference article

AN - SCOPUS:85141710106

SN - 1877-0509

VL - 203

SP - 456

EP - 460

JO - Procedia Computer Science

JF - Procedia Computer Science

T2 - 17th International Conference on Future Networks and Communications / 19th International Conference on Mobile Systems and Pervasive Computing / 12th International Conference on Sustainable Energy Information Technology, FNC/MobiSPC/SEIT 2022

Y2 - 9 August 2022 through 11 August 2022

ER -

Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales

Abstract

Keywords

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