Using Fuzzy Numbers to Evaluate Service Quality of Hotel and Lodging Industry

.Fuzzy model has been applied to economics, sociology, management studies, psychology, and linguistics for decision-making under vague situations and specification of vague objects, and setup of vague model or structure. New method of measuring perceived service quality based on triangular fuzzy numbers in proposed in this study. Hamming distance method and Dubois’s methodology were used for our study to establish the validity of decision-making in each lodging attribute. We replace perceptions by satisfaction degree as well as expectation by importance degree. To evaluate the discrepancy between tourist’s satisfaction and impotance degree. we infer general solutions to compute the intersection area between to triangular fuzzy numbers, then the weak and/or strong attributes of lodging houses are clarified. Therefore, this study introduces a general concept of fuzzy theory through literature review of linguistic expressions and possibility theory. In terms of methodology this study disclosed that fuzzy model approach is greatly useful to evaluate perceived service quality. Our method overcome linguistic problems and this study provides more objective information for lodging industry in Kyongju.