Retail Service Quality Assessment Using Interval-Valued Pythagorean Fuzzy Approach

In this study, a service quality (SQ) quantitative assessment method for retail industry operations was established to transform the perceptions and expectations of consumers into measurement framework requirements in the Indian market. The benefit of the recently created framework using interval-valued Pythagorean fuzzy to analyze the SQ is to handle imprecise human assessments, which is lacking in traditional SQ assessment methods. Therefore, we proposed a two-stage SQ assessment method by applying an extended novel Fuzzy methodology. We conducted a systematic literature review to identify the service quality and its products in the framework of the retail industry. In addition, we identified the gaps and proposed the measurement framework through consumer expectations and perceptions gaps. The present research findings confirmed that reliability and tangibility are important SQ dimensions reflecting the customer’s opinions. The findings help retail businesses make collective decisions on high-priority areas and effectively allocate resources to meet the needs of their customers.