Avaliação da qualidade de serviço na percepção do turista do vinho com Lógica Fuzzy e Soluções Ideais
DOI:
https://doi.org/10.25145/j.pasos.2017.15.022Palavras-chave:
Lógica Fuzzy, Números Fuzzy Triangulares, TOPSIS, Enoturismo, SatisfaçãoResumo
Este artigo resolve um problema multidimensional a fim de avaliar a satisfação do enoturista que visitou uma vinícola localizada no Sul do Brasil, empregando um método baseado em lógica difusa. Assim, um índice sintético de satisfação é calculado para um grupo de segmentos nos quais estamos interessados, a saber, o sexo e a imagem antes da visita. O problema da ambiguidade linguística é abordado com a teoria dos conjuntos difusos, aplicando números triangulares difusos (TFN). O índice sintético de satisfação baseia-se no conceito do grau de optimização pela técnica de semelhança de soluções ideais. Os resultados obtidos mostram que os segmentos analisados experimentaram diferentes níveis de satisfação. Os nossos resultados podem ser utilizados pelos directores das adegas, bem como pelos planificadores e gestores regionais, de forma a melhorar a competitividade deste nicho de mercado.
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