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This study proposes a conceptual model to assess the perceived service quality properly using fuzzy set theory, since customers' perceptions of service quality are generally expressed subjectively in vague linguistic terms

To demonstrate the proposed model, the exploratory prospect of empirical study with questionnaire is given in measuring the service quality. The customer first records his or her perception of service quality in linguistic terms. The reviewer then quantifies the perception with fuzzy numbers. By mutually comparing all the criteria, importance weights of criteria in assessing the service quality can be prioritized. The fuzzy perceived quality score is then calculated by combining the fuzzy numbers of criteria with the corresponding weights. The fuzzy scores are then transformed to linguistic terms to reflect the customer's satisfaction level of overall service quality as interpreted by the reviewer.

The investigation shows that distinguishing satisfaction scores with crispy numbers may be difficult, but that customer satisfaction is much easier to identify. The sample information reveals the percentage of population customers who are satisfied with the service provided, since customer satisfaction and attitude toward perceived service quality are linguistic in nature.

Fuzzy linguistic assessment of service quality is much closer to human thinking than methods based on crispy numbers. Similarly, the proposed method can also be extended to other studies or contests in which the evaluation or appraisal is subjective or verbal in nature.

The purpose of this paper is to propose a comprehensive framework for measuring the performance of an enterprise resource planning (ERP) system to survey suitable performance indicators (PIs) according to knowledge of the ERP implementation objectives set up at the implementation phase and build consistent measurement standards for facilitating the complex ERP performance evaluation process.

A seven‐step ERP performance measurement framework based on the objectives of ERP implementation is proposed. A fuzzy ERP performance index is used to account for the ambiguities involved in evaluating the performance of the ERP system. The fuzzy ERP performance index can be translated first into simple scores and then back to linguistic terms. An actual example in Taiwan demonstrates the feasibility of applying the proposed framework.

The findings indicate that the PIs of ERP performance measurement should align with the objectives of ERP implementation. The assessment results can represent the achievement of these objectives and the directions for improving the adopted ERP system.

This study may be interesting to some academic researchers and practical managers. The proposed framework can provide a procedure to link the objectives identified in the ERP system implementation phase and the performance considerations in the ERP use phase.