A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area
A methodology to handle uncertainty in service performance analysis is developed. A recent extension of the ServQual model is considered. A strategic analysis of the Italian higher education services area is performed. The value tree of the Engineering program at the Palermo University is described. The Palermo higher education services are strategically analysed and assessed.
servqual ahp fuzzy sets theory education services performance student satisfaction