Measuring quality service : the use of fuzzy Kano model as an input for TOPSIS

Fagner José Coutinho de Melo, André Philippi Gonzaga de Albuquerque, Larissa de Arruda Xavier, Denise Dumke de Medeiros

Year of publication:	2025
Authors:	Melo, Fagner José Coutinho de ; Albuquerque, André Philippi Gonzaga de ; Xavier, Larissa de Arruda ; Medeiros, Denise Dumke de
Published in:	International journal of business innovation and research : IJBIR. - Genève [u.a.] : Inderscience Enterprises, ISSN 1751-0260, ZDB-ID 2436046-6. - Vol. 36.2025, 1, p. 58-74
Subject:	healthcare \| Kano model \| service industries \| fuzzy systems theory \| TOPSIS technique \| Fuzzy-Set-Theorie \| Fuzzy sets \| Dienstleistungsqualität \| Service quality \| Gesundheitsversorgung \| Health care \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungssektor \| Service industry \| Messung \| Measurement \| Qualitätsmanagement \| Quality management \| Multikriterielle Entscheidungsanalyse \| Multi-criteria analysis