Affiliations: [a] Department of Mathematics and Informatics, University of Oradea, Universităţii 1, Oradea, Romania | [b] Department of Economics, University of Oradea, Universităţii 1, Oradea, Romania
Correspondence:
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Corresponding author. Adrian I. Ban, Department of Mathematics and Informatics, University of Oradea, Universităţii 1, 410087 Oradea, Romania. Tel.: +40 0259 408656; Fax: +40 0259 408461; E-mail: aiban@uoradea.ro.
Abstract: A successful indirect method to calculate the importance of the attributes in services is that of correlation between the performance of attributes and the overall satisfaction such as they are perceived by customers. Often, in practice, the input data must be considered as fuzzy numbers, therefore it is completely justified our aim in the present paper, to give an indirect method of calculation of the importance of attributes in the fuzzy case, based on the correlation coefficient. The main benefits are related especially with the importance-performance analysis and multicriteria decision making methods. The effective computation is based on the Zadeh’s extension principle. The expected value, as a very simple and with suitable properties characteristic associated to a fuzzy number, is used for defuzzification and an immediate interpretation of the results. A practical method, algorithms and illustrative examples are given. The results of a survey with respect to the quality of hotel services in Oradea (Romania) are processed in accordance with our method.
