Table 3 SERVQUAL questionnaire scales and their respective fuzzy numbers.
Scale 1 | Scale 2 | Scale 3 | Fuzzy number | ||
|---|---|---|---|---|---|
Expectation | Perception | Importance | |||
Linguistic variable | Linguistic variable | Linguistic variable | a | m | b |
Very low | Too bad | Very low | 0.0 | 0.0 | 0.25 |
Low | Bad | Low | 0.0 | 0.25 | 0.5 |
Average | Average | Average | 0.25 | 0.5 | 0.75 |
High | Good | High | 0.5 | 0.75 | 1 |
Very high | Very good | Very high | 0.75 | 1 | 1 |