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SERVQUAL questionnaire scales and their respective fuzzy numbers.
Source: Adapted from Lima Junior, Osiro e Carpinetti [34]
| Scale 1 | Scale 2 | Scale 3 | Fuzzy number | ||
|---|---|---|---|---|---|
| Expectation | Perception | Importance | |||
| Linguistic variable | Linguistic variable | Linguistic variable | a | m | b |
| Very low | Too bad | Very low | 0.0 | 0.0 | 0.25 |
| Low | Bad | Low | 0.0 | 0.25 | 0.5 |
| Average | Average | Average | 0.25 | 0.5 | 0.75 |
| High | Good | High | 0.5 | 0.75 | 1 |
| Very high | Very good | Very high | 0.75 | 1 | 1 |
