Analysis of factors affecting quality 4.0 in the service sector using the fuzzy pythagore ahp method

The acceleration of digital transformation in the service sector has necessitated new approaches in quality management. The aim of this study is to identify the factors influencing the transition to Quality 4.0 and to determine their priorities across different industries. The research was conducted in three service organizations: an electricity distribution company, a private bank, and a telecommunications firm. To address uncertainty in decision-making, the Pythagorean Fuzzy Analytic Hierarchy Process was employed. The findings reveal that employee competencies and training are the most critical factors in the electricity distribution sector, while digitalization and automation, along with data analytics and artificial intelligence, are dominant in banking. In the telecommunications sector, customer orientation and satisfaction emerged as the most influential factors. The results demonstrate that the implementation of Quality 4.0 should not be limited to technological investments but must also encompass human resources, process integration, and cultural transformation. This study contributes to both the literature and practice by providing sector- specific recommendations for integrating quality factors into digital transformation strategies in service organizations.