Constructing Fuzzy Hypothesis Methods to Determine Critical-To-Quality Service Items

Chun-Hung Yu, Chin-Chia Liu, Kuen-Suan Chen and Chun-Min Yu
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Chun-Hung Yu: Department of Industrial Education and Technology, National Changhua University of Education, Changhua 50074, Taiwan
Chin-Chia Liu: Department of Industrial Education and Technology, National Changhua University of Education, Changhua 50074, Taiwan
Kuen-Suan Chen: Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taichung 41170, Taiwan
Chun-Min Yu: Department of Industrial Engineering and Management, National Chin-Yi University of Technology, Taichung 41170, Taiwan

Mathematics, 2020, vol. 8, issue 4, 1-16

Abstract: This paper constructs a performance evaluation matrix (PEM) with beta distribution. Beta is between zero and one, making it a suitable indicator to describe customer ratings of importance and satisfaction from 0% to 100%. According to the spirit of ceaseless improvement put forward by total quality management, the average ratings are set as the standard, and then the coordinates of each satisfaction and importance item is located in the performance areas. This makes it easy to identify critical-to-quality items that require improvement. However, the data collection method of questionnaires inevitably involves sampling error, and the opinions of customers are often ambiguous. To solve these problems, we constructed a fuzzy testing method based on confidence intervals. The use of confidence intervals decreases the chance of misjudgment caused by sampling errors, and more precisely gets closer to customers’ voices. This result is more reasonable than the traditional statistical testing principle. The proposed methods are applied to assessment of a computer-assisted language learning (CALL) system to display their competence.

Keywords: performance evaluation matrix; fuzzy hypothesis testing; fuzzy membership function; critical to quality; sampling error (search for similar items in EconPapers)
JEL-codes: C (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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