{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,2]],"date-time":"2026-05-02T07:02:01Z","timestamp":1777705321917,"version":"3.51.4"},"reference-count":44,"publisher":"SAGE Publications","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IFS"],"published-print":{"date-parts":[[2023,1,30]]},"abstract":"<jats:p>In today\u2019s understanding, the universities are considered as service providers besides their institutional functions. Because the universities shape the future of the country via the services they provide, it is a necessity that their service quality must be assessed by using scientific analyses, and their service quality must be improved based on such scientific findings. The Generation Z, whose members are currently receiving university education carries unique features that distinguish them from the previous generations. When this fact is considered, it is understood that the constant research and monitoring of the learning environment of the Generation Z is important. In this study, as a result of a detailed literature search, a scale consisting of 7 dimensions and 36 indicators was developed in order to measure the higher education service quality of the Z generation. The validity and reliability tests of this scale are completed via the convergent and divergent validity analyses, Exploratory Factor Analysis (EFA), and Confirmatory Factor Analysis (CFA). Because the answers provided to the surveys reflect the personal evaluation of the participants, the Fuzzy Logic is employed, and the study is conducted by using the fuzzy modelling and fuzzy ranking. As a result of this study, the General Satisfaction Index is created, and improving recommendations are carried out based on the scores.<\/jats:p>","DOI":"10.3233\/jifs-220985","type":"journal-article","created":{"date-parts":[[2022,11,1]],"date-time":"2022-11-01T12:29:28Z","timestamp":1667305768000},"page":"2217-2230","source":"Crossref","is-referenced-by-count":0,"title":["A model proposal for measuring service quality of eduaction with fuzzy rule-based approach and fuzzy ranking and an application"],"prefix":"10.1177","volume":"44","author":[{"given":"Ufuk","family":"Altinsoy","sequence":"first","affiliation":[{"name":"Faculty of Engineering and Architecture\/Industrial Engineering, Kirikkale University, Kirikkale, Turkey"}]},{"given":"Adnan","family":"Aktepe","sequence":"additional","affiliation":[{"name":"Faculty of Engineering and Architecture\/Industrial Engineering, Kirikkale University, Kirikkale, Turkey"}]},{"given":"Suleyman","family":"Ersoz","sequence":"additional","affiliation":[{"name":"Faculty of Engineering and Architecture\/Industrial Engineering, Kirikkale University, Kirikkale, Turkey"}]}],"member":"179","reference":[{"issue":"4","key":"10.3233\/JIFS-220985_ref2","doi-asserted-by":"crossref","first-page":"455","DOI":"10.1006\/bare.2001.0177","article-title":"Evaluating investments in advanced manufacturing technology: A fuzzy set theory approach","volume":"33","author":"Abdel-Kader","year":"2001","journal-title":"The British Accounting Review"},{"issue":"6","key":"10.3233\/JIFS-220985_ref3","doi-asserted-by":"crossref","first-page":"569","DOI":"10.1111\/j.1470-6431.2005.00480.x","article-title":"The development of HEdPERF: a new measuring instrument of service quality for the higher education sector","volume":"30","author":"Abdullah","year":"2006","journal-title":"International Journal of Consumer Studies"},{"issue":"8","key":"10.3233\/JIFS-220985_ref4","doi-asserted-by":"crossref","first-page":"2945","DOI":"10.1007\/s10845-015-1166-x","article-title":"A multi-stage satisfaction index estimation model integrating structural equation modeling and mathematical programming","volume":"30","author":"Aktepe","year":"2019","journal-title":"Journal of Intelligent Manufacturing"},{"issue":"4","key":"10.3233\/JIFS-220985_ref6","first-page":"412","article-title":"Development of HiEdQUAL for measuring service quality in indian higher education sector","volume":"3","author":"Annamdevula","year":"2012","journal-title":"International Journal of Innovation, Management Technology"},{"issue":"18","key":"10.3233\/JIFS-220985_ref10","first-page":"116","article-title":"Service quality scale in higher education: reliability and validity analysis,","author":"Bektas","year":"2013","journal-title":"Econometrics Statistics e-Journal"},{"key":"10.3233\/JIFS-220985_ref11","unstructured":"Brown T.A. Confirmatory factor analysis for applied research: Guilford Publications (2015)."},{"key":"10.3233\/JIFS-220985_ref15","doi-asserted-by":"crossref","unstructured":"Cerri S. , Assessing the quality of higher education services using a modified SERVQUAL scale,, Annales Universitatis Apulensis-Series Oeconomica 14(2) (2012).","DOI":"10.29302\/oeconomica.2012.14.2.32"},{"issue":"3","key":"10.3233\/JIFS-220985_ref17","doi-asserted-by":"crossref","first-page":"55","DOI":"10.1177\/002224299205600304","article-title":"Measuring service quality: a reexamination and extension,","volume":"56","author":"Cronin","year":"1992","journal-title":"Journal of Marketing"},{"issue":"1","key":"10.3233\/JIFS-220985_ref21","first-page":"39","article-title":"Quality assessment in highereducation using the SERVQUALQ model,","volume":"20","author":"Donlagi\u0107","year":"2015","journal-title":"Management: Journal ofContemporary Management Issues"},{"key":"10.3233\/JIFS-220985_ref25","unstructured":"Gilat A. MATLAB: an introduction with applications: John Wiley & Sons, (2004)."},{"issue":"2","key":"10.3233\/JIFS-220985_ref26","doi-asserted-by":"crossref","first-page":"29","DOI":"10.31578\/jebs.v6i2.229","article-title":"Distance education service quality inTurkey,","volume":"6","author":"Gok","year":"2021","journal-title":"Journal of Education in Black Sea Region"},{"issue":"4","key":"10.3233\/JIFS-220985_ref27","doi-asserted-by":"crossref","first-page":"1126","DOI":"10.14807\/ijmp.v7i4.465","article-title":"Evaluating higher education institutions through agency and resources-capabilities theories. A model for measuring the perceived quality of service,","volume":"7","author":"Hernandez","year":"2016","journal-title":"Independent Journal of Management Production"},{"issue":"2","key":"10.3233\/JIFS-220985_ref28","first-page":"179","article-title":"A rationale and test for the number of factors in factor analysis,","volume":"30","author":"Horn","year":"1965","journal-title":"Fuzzy Multiple Attribute Decision Making"},{"issue":"3","key":"10.3233\/JIFS-220985_ref29","doi-asserted-by":"crossref","first-page":"31","DOI":"10.4102\/sajbm.v45i3.129","article-title":"The HEDQUAL scale: A new measurement scale of service quality for MBA programs in higher education,","volume":"45","author":"Icli","year":"2014","journal-title":"South African Journal of Business Management"},{"key":"10.3233\/JIFS-220985_ref30","doi-asserted-by":"crossref","first-page":"1931","DOI":"10.3233\/JIFS-16139","article-title":"Ranking Z-numbers with an improved ranking method for generalized fuzzy numbers,","volume":"32.3","author":"Jiang","year":"2017","journal-title":"Journal of Intelligent & Fuzzy Systems"},{"key":"10.3233\/JIFS-220985_ref32","first-page":"661","article-title":"Competitiveness of manufacturing firms: An application of fuzzy weighted average","volume":"29.6","author":"Kao","year":"1999","journal-title":"IEEE Transactions on Systems, Man, and Cybernetics-Part A: Systems and Humans"},{"issue":"4","key":"10.3233\/JIFS-220985_ref34","doi-asserted-by":"crossref","first-page":"1290","DOI":"10.21923\/jesd.726227","article-title":"Y\u00fcksek\u00f6g;retimKurumlarinin Hizmet Kalitesinin Deerlendirilmesi I\u00e7inKullanilan \u00d6l\u00e7ek Ve Boyutlarin Ara\u015ftirilmasi","volume":"8","author":"Kokoc","year":"2020","journal-title":"M\u00d6hendislik Bilimleri ve Tasar\u0131m Dergisi"},{"key":"10.3233\/JIFS-220985_ref35","first-page":"121","article-title":"Implementation of Fuzzy C-Means to Determine Student Satisfaction Levels in Online Learning,","volume":"11.1","author":"Kom","year":"2022","journal-title":"Sistemasi: Jurnal Sistem Informasi"},{"issue":"7-8","key":"10.3233\/JIFS-220985_ref36","doi-asserted-by":"crossref","first-page":"768","DOI":"10.1080\/14783363.2017.1338133","article-title":"Sahibzada and M. Ullah, In search of quality: measuring higher education service quality (HiEduQual),","volume":"30","author":"Latif","year":"2017","journal-title":"Total Quality Management & Business Excellence"},{"issue":"3","key":"10.3233\/JIFS-220985_ref37","doi-asserted-by":"crossref","first-page":"247","DOI":"10.1016\/0165-0114(92)90223-Q","article-title":"Ranking fuzzy numbers with integral value,","volume":"50","author":"Liou","year":"1992","journal-title":"Fuzzy Sets and Systems"},{"key":"10.3233\/JIFS-220985_ref38","doi-asserted-by":"crossref","unstructured":"Lubis G.A. , Warsito B. , Bunga M.S. , Darsih D. and Fikri M.A. , Measurement at student service satisfaction using fuzzy service quality method at indramayu state polytechnic, E3S Web of Conferences. EDP Sciences 317 (2021).","DOI":"10.1051\/e3sconf\/202131705029"},{"key":"10.3233\/JIFS-220985_ref39","doi-asserted-by":"crossref","unstructured":"Mahapatra S. and Khan M.S. , A neural network approach for assessing quality in technical education: an empirical study,, International Journal of Productivity Quality Management 2(3) (2007).","DOI":"10.1504\/IJPQM.2007.012451"},{"issue":"1-2","key":"10.3233\/JIFS-220985_ref41","doi-asserted-by":"crossref","first-page":"184","DOI":"10.1080\/14783363.2017.1302795","article-title":"UnivQual: a holistic scale to assess student perceptions of service quality at universities,","volume":"30","author":"Marimon","year":"2019","journal-title":"Total Quality Management Business Excellence"},{"key":"10.3233\/JIFS-220985_ref42","doi-asserted-by":"crossref","first-page":"3922","DOI":"10.1109\/TLA.2015.7404928","article-title":"Fuzzy cognitive maps applied to student satisfaction level in an university","volume":"13.12","author":"Mendonca","year":"2015","journal-title":"IEEE Latin America Transactions"},{"key":"10.3233\/JIFS-220985_ref43","first-page":"5069","article-title":"Analysis of student satisfaction with academic services using fuzzy mamdani method","volume":"63.3","author":"Nababan","year":"2020","journal-title":"Solid State Technology"},{"key":"10.3233\/JIFS-220985_ref44","doi-asserted-by":"crossref","unstructured":"Najib , Liana , Afida Ahmad , Students\u2019 Satisfaction in Online Distance Learning Using Fuzzy Logic and Inference System, 2021 6th IEEE International Conference on Recent Advances and Innovations in Engineering (ICRAIE). IEEE 6 (2021)","DOI":"10.1109\/ICRAIE52900.2021.9703993"},{"issue":"1","key":"10.3233\/JIFS-220985_ref45","doi-asserted-by":"crossref","first-page":"23","DOI":"10.1080\/03075079.2015.1034262","article-title":"Higher education quality assessment model: Towards achieving educational quality standard,","volume":"42","author":"Noaman","year":"2016","journal-title":"Studies in Higher Education"},{"key":"10.3233\/JIFS-220985_ref46","doi-asserted-by":"crossref","first-page":"100816","DOI":"10.1016\/j.seps.2020.100816","article-title":"A fuzzy service quality-based approach for performance evaluation of educational units","volume":"73","author":"Nojavan","year":"2021","journal-title":"Socio-Economic Planning Sciences"},{"issue":"1","key":"10.3233\/JIFS-220985_ref47","doi-asserted-by":"crossref","first-page":"123","DOI":"10.5961\/jhes.2019.315","article-title":"Service quality measurement in higher education: the case of registrar\u2019s office","author":"Nurettin Ayaz","year":"2019","journal-title":"Journal of Higher Education and Science"},{"issue":"1","key":"10.3233\/JIFS-220985_ref48","first-page":"275","article-title":"Service quality in higher education: Students\u2019 perceptions in Australia and Malaysia,","volume":"1","author":"Ong","year":"2012","journal-title":"Review of Integrative Business Economics Research"},{"issue":"2","key":"10.3233\/JIFS-220985_ref49","first-page":"93","article-title":"Comparative research on measuring the perceived service quality with the SERVQUAL technique in universities,","volume":"3","author":"Ozgul","year":"2005","journal-title":"Journal of Administrative Sciences"},{"key":"10.3233\/JIFS-220985_ref50","unstructured":"Parasuraman A. , Zeithaml V.A. , Berry L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality 64 (1988)."},{"key":"10.3233\/JIFS-220985_ref51","unstructured":"Sachdev Sheetal B. and Harsh Verma V. , Relative importance of sector service quality dimensions: A multial study, Journal of Services Research 4.1 (2004)."},{"issue":"37","key":"10.3233\/JIFS-220985_ref52","first-page":"106","article-title":"Assessing service quality in faculty of education via student satisfaction scale (FE-SSS),","volume":"37","author":"Sahin","year":"2009","journal-title":"Journal of Hacettepe University Faculty of Education"},{"key":"10.3233\/JIFS-220985_ref55","first-page":"3264","article-title":"Fuzzy rule-based sentiment analysis for finding University Student Satisfaction in Yemen","volume":"14.44","author":"Siham","year":"2021","journal-title":"Indian Journal of Science and Technology"},{"key":"10.3233\/JIFS-220985_ref62","first-page":"94","article-title":"Implementation of fuzzy logic in student satisfaction analysis of administrative services of STMIK AKBA Makassar","volume":"5.2","author":"Vera","year":"2020","journal-title":"Journal of Computer Science and Visual Communication Design"},{"key":"10.3233\/JIFS-220985_ref63","doi-asserted-by":"crossref","unstructured":"Wang Y.M. , Chin K.S. , Poon G.K.K. and Yang J.B. , Risk evaluation in failure mode and effects analysis using fuzzy weighted geometric mean,, Expert Systems with Applications 36(2) (2009).","DOI":"10.1016\/j.eswa.2007.11.028"},{"key":"10.3233\/JIFS-220985_ref64","doi-asserted-by":"crossref","first-page":"438","DOI":"10.1016\/j.sbspro.2012.02.055","article-title":"Evaluation of international student satisfaction using fuzzy importance-performance analysis","volume":"25","author":"Wang Ray","year":"2011","journal-title":"Procedia-Social and Behavioral Sciences"},{"key":"10.3233\/JIFS-220985_ref66","unstructured":"Yazicioglu Y. , Erdogan S. SPSS applied scientific research methods, Detay Publishing (2014)."},{"key":"10.3233\/JIFS-220985_ref68","doi-asserted-by":"crossref","first-page":"4761","DOI":"10.3390\/su14084761","article-title":"Evaluation of student-perceived service quality in higher education for sustainable development: a fuzzy TODIM-ERA method","volume":"14.8","author":"Liu","year":"2022","journal-title":"Sustainability"},{"key":"10.3233\/JIFS-220985_ref71","first-page":"1088","article-title":"SERVQUAL: Measuring higher education service quality in Thailand","volume":"116","author":"Yousapronpaiboon","year":"2014","journal-title":"Social Behavioral Sciences"},{"issue":"3","key":"10.3233\/JIFS-220985_ref72","first-page":"325","article-title":"A study on the assessment of service quality in foreign language education service,","volume":"1","author":"Yuce","year":"2013","journal-title":"Business Management Studies: An International Journal"},{"issue":"2","key":"10.3233\/JIFS-220985_ref74","doi-asserted-by":"crossref","first-page":"219","DOI":"10.1007\/s11162-018-9510-6","article-title":"Higher education student engagement scale (HESES): Development and psychometric evidence,","volume":"60","author":"Zhoc","year":"2019","journal-title":"Research in Higher Education"},{"key":"10.3233\/JIFS-220985_ref76","doi-asserted-by":"crossref","unstructured":"Zsuzsa Emese Csobanka , , The Z generation, Acta Technologica Dubnicae 6.2 (2016), 63\u201376.","DOI":"10.1515\/atd-2016-0012"}],"container-title":["Journal of Intelligent &amp; Fuzzy Systems"],"original-title":[],"link":[{"URL":"https:\/\/content.iospress.com\/download?id=10.3233\/JIFS-220985","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T09:43:31Z","timestamp":1777455811000},"score":1,"resource":{"primary":{"URL":"https:\/\/journals.sagepub.com\/doi\/full\/10.3233\/JIFS-220985"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,1,30]]},"references-count":44,"journal-issue":{"issue":"2"},"URL":"https:\/\/doi.org\/10.3233\/jifs-220985","relation":{},"ISSN":["1064-1246","1875-8967"],"issn-type":[{"value":"1064-1246","type":"print"},{"value":"1875-8967","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,1,30]]}}}