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International Conference on Informatics Engineering and Information Science

ICIEIS 2011: Informatics Engineering and Information Science pp 386–400Cite as

Fuzzy Based Approach for Complaint Management

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Part of the book series: Communications in Computer and Information Science ((CCIS,volume 252))

Abstract

Complaint management is about the management of feedback from customers in a form of the complaint. The complaint handling process involved high level of uncertainties and imprecision. Hence, type-2 fuzzy sets are a suitable approach to handle this kind of information. The purpose of this paper was to present the proposed solution on the complaint handling process using the type-2 fuzzy sets approach. Literature on type-2 fuzzy and complaint management domain has been done to confirm there were gaps that can be fulfilled with new knowledge. As a result, reliable complaint management ranking technique was identified. This method has the potential to overcome time-consuming and inefficiency issues in the complaint handling process. The study on implementing this method will be continued to identify proper parameters and complaint specifications that will be used in the propose method. Therefore, simulations and testing will be performed to prove the proposed method has a reliable and optimum solution to handle a complaint handling process.

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Author information

Authors and Affiliations

  1. Computer & Information Sciences Department, Universiti Teknologi PETRONAS, Tronoh, Perak, Malaysia

    Razulaimi Razali & Jafreezal Jaafar

Authors
  1. Razulaimi Razali
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  2. Jafreezal Jaafar
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Editor information

Editors and Affiliations

  1. Advanced Informatics School (UTM AIS), UTM International Campus, 54100, Kuala Lumpur, Malaysia

    Azizah Abd Manaf , Akram Zeki , Mazdak Zamani  & Suriayati Chuprat , ,  & 

  2. Information Systems Department, King Saud University, Riyadh, Saudi Arabia

    Eyas El-Qawasmeh

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© 2011 Springer-Verlag Berlin Heidelberg

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Razali, R., Jaafar, J. (2011). Fuzzy Based Approach for Complaint Management. In: Abd Manaf, A., Zeki, A., Zamani, M., Chuprat, S., El-Qawasmeh, E. (eds) Informatics Engineering and Information Science. ICIEIS 2011. Communications in Computer and Information Science, vol 252. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-25453-6_34

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  • DOI: https://doi.org/10.1007/978-3-642-25453-6_34

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-25452-9

  • Online ISBN: 978-3-642-25453-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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