Abstract

TORRES, Maritza; TORRES, Ennodio; ROJAS, Daniel  and  VASQUEZ, Carmen. Method for evaluating the quality of information in services utilizing fuzzy treatment. uct [online]. 2008, vol.12, n.47, pp.73-80. ISSN 1316-4821.

For organizations that provide a service it is important to know the level of satisfaction of their customers in terms of information about their expectations and perceptions. Traditionally, the evaluation of the quality of the service and its information, has been made with a neat-value scale and not with fuzzy approximations. Accordingly, this paper describes a proposal for evaluating the quality of the information in services, specifically that used in the interaction with the customers and their satisfaction through an approximate method based on a fuzzy treatment to assess and measure their expectations and perceptions. This paper offers a neat-quality-evaluation model of the information, applying aspects of fuzzy logics, specifically fuzzy sets, uncertainty and information, fuzzy measures, Hamming distance, and is additionally illustrated with two (2) examples of the application of the method. Finally, it is concluded that the fuzzy logics contributes to the design of a method for measuring customer satisfaction and, hence, the evaluation of quality of information through values closer to the natural language.

Keywords : Quality of Information; Quality of Service; Fuzzy Measures; Quality Evaluation Method; Hamming Distance; Fuzzy Treatment.