SICTQUAL: A fuzzy linguistic multi-criteria model to assess the quality of service in the ICT sector from the user perspective
Measuring the quality of service in the ICT sector from a user perspective is pivotal. A two-dimensional model to do that is proposed. The two dimensions are ICT segments and SERVQUAL items. The model is validated by applying it to a real case study in Ecuador's ICT sector. The main advantages of applying this model are presented.
quality of service servqual segmentation of icts linguistic multi-criteria decision-making 2-tuple representation model