A fuzzy model for evaluating the quality of electronic services to clients of a non-profit institution

Subject. The article considers the formation and use of various databases within the framework of social programs implementation. Objectives. The purpose is to develop an effective tool capable to assess the level of customer satisfaction when receiving services in electronic form. Methods. The study employs mathematical apparatus of fuzzy logic. Results. We developed a model enabling to take into account the uncertainty and fuzziness of data that may arise when assessing the quality of service. The model produces a fuzzy inference to assess the quality of service delivery. This approach allows to give consideration to the influence of various factors and identify reasons for negative assessments, which is necessary for making more informed decisions. Conclusions. The key factors affecting the quality of electronic services are the awareness of customers, reliability and accuracy of information provided by the customer, functional and organizational availability of the electronic system, the speed of processing applications from users.