A COMBINED AHP-GP MODEL FOR MEASURING THE STRUCTURE OF QUALITY CONTROL SYSTEMS IN THE SERVICE ORGANIZATIONS

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AALAM TABRIZ A.; BAGHERZADEH AZAR M.

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Paper Information

Journal: TRANSFORMATIONAL MANAGEMENT JOURNAL (JOURNAL OF MANAGEMENT RESEARCH) Year:2009 | Volume:1 | Issue:1 Page(s): 69-86

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Title

A COMBINED AHP-GP MODEL FOR MEASURING THE STRUCTURE OF QUALITY CONTROL SYSTEMS IN THE SERVICE ORGANIZATIONS

Author(s)

AALAM TABRIZ A. | BAGHERZADEH AZAR M. | Issue Writer Certificate

Keywords

SERVICE QUALITY CONTROLQ3

QUALITY MEASURESQ3

ANALYTIC HIERARCHY PROCESS (AHP) AND GOAL PROGRAMMING (GP)Q3

Abstract

Quality in service organizations takes place in the process between customer and service provider. In fact, for measuring service quality, the difference between what customers feel that they will receive and what in reality provided is measured. In this paper, using the studies of service quality attributes, five sets of QUALITY MEASURES were identified and these indicators or measures were then weighted through the analytical hierarchy process (AHP). The Priority weights are, in turn, used in a goal programming model to select the best set of quality control instruments for customer data collection purposes. This article proposes a way that will allow weighting (prioritizing) of a firm's unique service QUALITY MEASURES, considering the real world resource limitations (budget, hour, labor, etc.), and select the optimal set of SERVICE QUALITY CONTROL instruments. The study addresses two important issues: how to incorporate and decide upon quality control measures in a service industry, and how to incorporate the AHP into the model. A case study is proposed in this article to show the application of the combined model.

Cites

OPTIMUM UTILIZATION SYSTEM FOR RANGELANDS IN ARDEBIL PROVINCE: APPLICATION OF ANALYTICAL HIERARCHY PROCESS

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APA: Copy

AALAM TABRIZ, A., & BAGHERZADEH AZAR, M.. (2009). A COMBINED AHP-GP MODEL FOR MEASURING THE STRUCTURE OF QUALITY CONTROL SYSTEMS IN THE SERVICE ORGANIZATIONS. TRANSFORMATIONAL MANAGEMENT JOURNAL (JOURNAL OF MANAGEMENT RESEARCH), 1(1), 69-86. SID. https://sid.ir/paper/154043/en

Vancouver: Copy

AALAM TABRIZ A., BAGHERZADEH AZAR M.. A COMBINED AHP-GP MODEL FOR MEASURING THE STRUCTURE OF QUALITY CONTROL SYSTEMS IN THE SERVICE ORGANIZATIONS. TRANSFORMATIONAL MANAGEMENT JOURNAL (JOURNAL OF MANAGEMENT RESEARCH)[Internet]. 2009;1(1):69-86. Available from: https://sid.ir/paper/154043/en

IEEE: Copy

A. AALAM TABRIZ, and M. BAGHERZADEH AZAR, “A COMBINED AHP-GP MODEL FOR MEASURING THE STRUCTURE OF QUALITY CONTROL SYSTEMS IN THE SERVICE ORGANIZATIONS,” TRANSFORMATIONAL MANAGEMENT JOURNAL (JOURNAL OF MANAGEMENT RESEARCH), vol. 1, no. 1, pp. 69–86, 2009, [Online]. Available: https://sid.ir/paper/154043/en

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