Resumo

RACET-VALDES, Ariel et al. Mathematical model to evaluate the customer service based on compensatory fuzzy logic. Ing. Ind. [online]. 2017, vol.38, n.2, pp.193-200. ISSN 1815-5936.

Actually, customer satisfaction is considereda critical success factor for organizations. Determine the level of service and meeting the expectations of customers has been studied for many researchers and entrepreneurs. To this end they have created and used various tools, some more accurate than others, but there are still shortcomings, none takes into account all available information and knowledge. This paper proposes a new procedure that will allow to measure with the employment of compensatory fuzzy logic the level of customer service through the modeling of predicates of the variables behavior (tangible or subjective) involved in the client-provider relation. In addition, shows the results obtained from the application of the procedure in the case study, reaching to determine how true is that the level of service of the company meets customer expectations.

Palavras-chave : service level; compensatory fuzzy logic; customer satisfaction.

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