Gap Analysis for Improving Service Quality of Service Centers in South Korea
Choonjong Kwak

Abstract
This paper applies a combined approach based on gap analysis, SERVQUAL, and Fuzzy theory to service improvement in service centers of electronics companies. SERVQUAL is adopted to understand customer requirements for service centers. Fuzzy set theory is used to resolve the subjectivity and ambiguity of customer satisfaction and expectation. A case study is implemented with the service centers of electronics companies that operate in South Korea.

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