A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area
作者：
Highlights：
• A methodology to handle uncertainty in service performance analysis is developed.
• A recent extension of the ServQual model is considered.
• A strategic analysis of the Italian higher education services area is performed.
• The value tree of the Engineering program at the Palermo University is described.
• The Palermo higher education services are strategically analysed and assessed.
摘要
•A methodology to handle uncertainty in service performance analysis is developed.•A recent extension of the ServQual model is considered.•A strategic analysis of the Italian higher education services area is performed.•The value tree of the Engineering program at the Palermo University is described.•The Palermo higher education services are strategically analysed and assessed.
论文关键词：ServQual,AHP,Fuzzy Sets Theory,Education services performance,Student satisfaction
论文评审过程：Available online 27 June 2013.
论文官网地址：https://doi.org/10.1016/j.eswa.2013.06.045
