Improvement of the Service Quality Management System in Automobile Dealerships Using Dynamic Fuzzy Numbers Tools

The problem of providing high-quality service and a high level of service is relevant for enterprises in all fields of activity with an extensive customer base and a large number of competitors. The purpose of this article is to adapt the dynamic fuzzy modeling tool to solve the problem of evaluating and managing the quality of service in an automobile dealership. Based on the analysis of time changes in the values of various socio-economic factors we propose the concept of dynamic fuzzy sets and define an algorithm for constructing a dynamic membership function. Further, by forming five-level linguistic variables, we present a comprehensive methodology for evaluating service quality management. The article defines 23 rules for the desired service quality indicator formed on the basis of a combination of values of subjective and objective criteria. Finally, we demonstrate experimental work on calculating a comprehensive indicator of the quality of service of an automobile dealership to verify and justify the chosen approach.