服務品質管理在近二十年來已有許多專家學者做過深入的研究，但大多是探討服務提供者與顧客之間的服務品質衡量之概念及方法，以及在各服務型態下，影響服務品質的因素分析研究。然而，真正要改善服務品質，其核心觀念在於需由服務提供者內部之組織細部管理的改造，進而提升整體之服務品質，才能夠提供最完整的服務，增加顧客滿意度，建立企業形象、品牌價值及整體企業之優勢。
　　Parasuraman、Zeithaml與Berry分別在1985、1988年提出了有名的服務品質衡量概念模式，許多專家學者皆利用此概念，針對各式服務產業以問卷的方式評估其服務品質水準。本研究依據此三位學者提出之服務品質延伸模式，在服務提供者的組織內部中，考慮造成各服務品質缺口之影響因素，並利用這些因素中的細項當作本研究之評估屬性，目的為縮小服務品質缺口。由於服務有無形性、異質性、不可分割性及易消滅性等特徵，在此引入模糊集合的概念，解決服務品質衡量上的困難。而因為各屬性間存在著交互關係，所以利用模糊積分作為屬性整合之工具。最後，擬出一個選擇最佳服務品質改善方案之模糊評選過程，提供管理階層在改善服務品質缺口時，方案評選的參考依據。

　　Several researchers have studied service quality management for two decades. While, most studies only discussed the concepts of the service quality measurement between service provider and customer, and presented the factor analysis for the factors that have influences upon service quality. However, in order to improve service quality, more importantly the service provider should make managerial efforts to provide the complete service, increase the customer satisfaction, and establish excellent enterprise image, brand value and the overall advantage of enterprise.
　　Parasuraman, Zeithaml and Berry proposed the famous conceptual model of service quality in 1985 and 1988. Many researchers adopted this concept to various service industries in assessing the level of service quality. Following the concept, this research considered the influential factors for each service quality gaps in interior organization of service provider as the attributes to reduce the service quality gaps. Due to the characteristics of intangibility, heterogeneity, inseparability and perishability, we introduce fuzzy set concepts to solve the difficulties in measuring the service quality. Besides, an evidence fusion technique, namely Choquet fuzzy integral, is employed to aggregate the quality information for fuzzy attributes. Finally, we proposed fuzzy approaches to evaluate alternatives of service quality improvement. The approach will provide an effective method for service provider to asses the alternatives for reducing the service quality gaps.

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