Soft Computing in the Quality of Services Evaluation

Soft Computing in the Quality of Services Evaluation

María T. Lamata (Universidad de Granada, Spain) and Daymi Morales Vega (Instituto Superior Politécnico “José Antonio Echeverría”, Cuba)
Copyright: © 2014 |Pages: 12
DOI: 10.4018/978-1-4666-4785-5.ch005
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The evaluation of the Quality of Services (QoS) has been a topic of particular interest to many authors. In the literature, many works have been developed where different models are proposed to assess the QoS in different environments. These models evaluate the QoS from a set of criteria, which may vary from one environment to another, and thus they do not always have the same importance. Considering this, there have been many studies proposing techniques to evaluate the performance of the quality criteria. Techniques have also been developed to obtain the ranking of a given service provider. The purpose of this chapter is to make a literature review of service quality models, methods for determining the weights of the criteria, and the methods used to conduct an overall assessment of service providers.
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Models Of Services Quality

The first step before assessing the QoS is to determine under what criteria it will be measured and how to perform the assessment of these criteria. In this sense, many conceptual models have been developed to measure the QoS, which are useful because they allow managers to identify quality problems and improve them to obtain adequate planning, achieve efficiency, effectiveness, profitability and good execution.

Seth & Deshmukh, 2005 conducted a literature review which reflected 19 different models. These models were compared taking into account different aspects. Due to the rise of information technology, there has been an evolution of conventional models to those that include information technology to assess the QoS (Berkley & Gupta, 1994; Broderick & Vachirapornpuk, 2002; Parasuraman, Zeithaml, & Malhotra, 2005; Santos, 2003; Zhu, Wymer, & Chen, 2002). It was also observed that the criteria depend directly on the type of service, the situation in which it develops, the time duration, the needs and other factors.

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