A new simple approach for reliable measurements of education quality in higher education area

What is it about?

In the present paper, a method based on a recent extension of the ServQual model and that uses in combined manner the Fuzzy Set Theory and the Analytic Hierarchy Process method is proposed to effectively handle uncertainty in service performance analyses. In particular, the Fuzzy Set Theory is considered to deal with such uncertainty, whereas the AHP method is adopted as tool to estimate the importance weights of the strategic service attributes.

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