Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry

• SERVQUAL model has been modified to fit certification & inspection industry.
• A hybrid method based on modified SERVQUAL model and fuzzy set theory is used.
• The research is based on case study of China Certification & Inspection Group.

This paper applied fuzzy set theory based on modified SERVQUAL model to analysis service quality in certification & inspection industry in China. The study consists of 405 randomly selected participants who are customers of China Certification & Inspection Company (CCIC). It includes four parts: introduction, methodology, a case study of certification & inspection service quality and conclusions. Study shows that the five dimensions of tangible have the biggest gap between the service quality expectations and perceptions. So, the company we studied (CCIC) need to increase investment in tangible aspects in order to improve their service quality.