LAUSR

Service quality evaluation is of highly significance because it is the first step to make continuous improvements in providing service. However, the existing evaluation methods mostly model evaluation information by crisp number or Type-1 fuzzy set (T1 FSs), which cannot effectively reflect the uncertainty of users’ perception. In this paper, a multi-attribute evaluation model based on interval type-2 fuzzy sets(IT2 FSs) is constructed and applied to service quality evaluation. First, an area similarity measure algorithm is proposed to calculate the similarity between two trapezoidal IT2 FSs. With the area similarity measure, the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) method is modified to act as the evaluation approach. The evaluation model is then applied to a public transport service evaluation problem to sort each evaluation dimension to the predefined classes. The comparative analysis shows that our model can give more separated classifying results, which means a larger amount of information can be provided to decision-makers.