Exponential Intuitionistic Fuzzy Information Measure with Assessment of Service Quality

• DOI: 10.1007/s40815-016-0278-6
• Publication Date: 2016-11-23T11:40:38Z
• Authors: Arunodaya Raj Mishra; Divya Jain; D. S. Hooda
• Keywords: Grading (engineering)

In the present paper, an exponential intuitionistic fuzzy information measure is proposed. The consistency of the proposed measure over existing information measures is illustrated mathematically. The importance of service quality grading is apparent with increasing demand to meet the customer needs in highly competitive service-related industry. However, it is not always straightforward as the constraints in grading processes and customer perceptions towards services are intangible measures. This paper presents the grading for service quality of four vehicle insurance companies using intuitionistic fuzzy weighted information measure. The IFWIM is useful to represent the decision information in the process of decision-making since it was characterized by degrees of membership, non-membership and hesitation. The crisp survey results were collected via questionnaires from customers of the selected region and analysed using the IFWIM. These grading results would be useful for insurance companies in upgrading their service quality and eventually able to fulfil customers’ needs.