This study used the five service quality dimensions under the PZB model, including 1. Tangibility, 2. Reliability, 3. responsiveness, 4. Assurance and 5. empathy, to develop a questionnaire and collect customer feedback from four different retail stores. The PZB framework, a well-established tool for assessing service quality, guided our survey design. Employing methods from fuzzy theory—specifically fuzzy numbers, membership functions, fuzzy weighting, and defuzzification—we quantified how consumers rated each retailer across these dimensions. Our analysis highlights both strengths and weaknesses in service delivery, provides insights that are of practical help in improving the quality of retail services. The results indicate that retailers A and B enjoy similarly high levels of customer satisfaction, placing them in a more favorable category. In contrast, retailers C and D fall into a lower satisfaction group, with customers rating their service quality noticeably lower. These differences are evident both in overall evaluations and when considering each individual dimension. Nonetheless, even the higher-rated retailers, A and B, have considerable room for improvement, suggesting positive prospects for future enhancements.