Abstract:

Nowadays, there are a lot of services provided to students during their studies at university. It is very important to evaluate the quality of services at university by students. Students can give the university an important feedback that can help identify weaknesses of specific services and remove them. Students will also feel the opportunity to influence the level of service provided, which can contribute to their higher level of satisfaction at university. The main aim of this paper is to propose a fuzzy tool for evaluating the quality of services at university. The fuzzy tool is connected to questionnaires filled in by users and the expert system is used for evaluation. The expert system uses a hierarchical knowledge base which consists of separate knowledge bases for evaluating aspects of specific services and knowledge bases for evaluating the quality of the whole services. The overall evaluation can help improve the quality of services at university. The main parts of the proposed fuzzy tool are described.

Keywords:

Fuzzy tool, quality of services, evaluation, university, expert system, hierarchical knowledge base.