Enhancing public service agility and value co-creation through fuzzy logic integration algorithms

Abstract

This study investigates the limitations of traditional evaluation methods, particularly Likert-type scales, in capturing complex, subjective constructs such as organizational agility and value co-creation within public service delivery. It proposes an alternative framework grounded in fuzzy logic theory to better reflect the nuanced perceptions of stakeholders. A qualitative research design was employed, using semi-structured interviews with public sector agents in Moroccan territorial administrations. Respondents evaluated service attributes using a self-anchored “free scale” and linguistic descriptors. These evaluations were transformed into triangular fuzzy numbers (TFNs) and analyzed using fuzzy similarity indices and scale invariance testing (D-test). The fuzzy logic-based method revealed significant perceptual differences not captured by the standard 5-point Likert scale. Semantic differential scales showed stronger alignment with the free scale. Findings replicated across samples confirmed the increased representational sensitivity and reduced distortion in perceptual data using fuzzy logic. Fuzzy logic offers a more flexible and theoretically robust alternative to traditional fixed-point scales in assessing subjective dimensions of public service, enhancing accuracy in measuring perceived service quality and co-creation. The study emphasizes the importance of measurement choice in public administration research. Applying fuzzy logic can yield richer, more actionable insights for policy design, performance evaluation, and citizen engagement strategies.