Precise method for evaluating the quality service: Case study

The purpose of this work is to propose a new method based on fuzzy logic theory and two other decision support methods (method for converting verbal judgments into numerical values and method for comparing criteria in pairs) for calculating the overall level of customer satisfaction. Also, it is a question of overcoming all the lacunae in the CSAT (Customer SATisfaction) method. First, we begin by reviewing the state of the art of the fuzzy logic theory. Second, we present the methodology followed and the practice study carried to test the validity of the model. Finally, we discuss the results obtained. The result of this work is the proposal of a new method and formula for calculating the overall satisfaction level. The originality of this work consists in overcoming the lacunae in the CSAT method such as vagueness and the uncertainty of the input variables that lead to ambiguities in the calculation of the overall satisfaction level. Thus, the uniformity and continuity of the distribution of customer satisfaction levels.

BENNANI, Fatima Zahra; DAKKAK, Badr; IRHIRANE, El Hassan

Revue Française d'Economie et de Gestion (2025)

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