EVALUATING SERVICE QUALITY OF GOVERNMENT SECTOR USING COMBINED VIKOR-GRA TECHNIQUES AND FUZZY APPROACH

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FAZLI SAFAR; TEYMOURI AHMAD; KHODAEI VALEHZAGHARD HASSAN

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Journal: JOURNAL OF MANAGEMENT STUDIES IN DEVELOPMENT & EVALUATION Year:2011 | Volume:21 | Issue:65 Page(s): 73-103

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Information Journal Paper

Title

EVALUATING SERVICE QUALITY OF GOVERNMENT SECTOR USING COMBINED VIKOR-GRA TECHNIQUES AND FUZZY APPROACH

Author(s)

FAZLI SAFAR | TEYMOURI AHMAD | KHODAEI VALEHZAGHARD HASSAN | Issue Writer Certificate

Keywords

SERVICE QUALITYQ2

VIKOR-GRA MODELQ2

GOVERNMENT SECTORQ1

FUZZY APPROACHQ2

Abstract

This study contains two purposes: first is to determine the best criteria of SERVICE QUALITY for GOVERNMENT SECTOR and the second is ranking their centers and improving the level of quality service by improving the items of poor quality. Generally, evaluating SERVICE QUALITY is a complex multi-criteria decision-making (MCDM) problem and takes place in an uncertain environment, but there are few studies that pay attention to these uncertain conditions. In order to deal with complexity and uncertainty a combination of VIKOR and grey relational analysis (GRA) methods under fuzzy environment is used. We also review the past thirty years of SERVICE QUALITY models, in order to identify appropriate Criteria of GOVERNMENT SECTOR SERVICE QUALITY. Among the components of these models, the seven criteria are chosen. Finally, an empirical study for evaluating SERVICE QUALITY of Documents and Properties Registration centers in Qazvin Province is done to illustrate an application of the proposed model. Simultaneously, this method obtains ranking of alternatives, and the priority of improving weak items of each alternative. The results show reliability and validity of the proposed model in a fuzzy environment.

Cites

RANKING OF GOVERNMENTAL HOSPITAL LIBRARIES IN TEHRAN BASED ON LIBQUAL AND VIKOR MODELS

References

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APA: Copy

FAZLI, SAFAR, TEYMOURI, AHMAD, & KHODAEI VALEHZAGHARD, HASSAN. (2011). EVALUATING SERVICE QUALITY OF GOVERNMENT SECTOR USING COMBINED VIKOR-GRA TECHNIQUES AND FUZZY APPROACH. JOURNAL OF MANAGEMENT STUDIES IN DEVELOPMENT & EVALUATION, 21(65), 73-103. SID. https://sid.ir/paper/202787/en

Vancouver: Copy

FAZLI SAFAR, TEYMOURI AHMAD, KHODAEI VALEHZAGHARD HASSAN. EVALUATING SERVICE QUALITY OF GOVERNMENT SECTOR USING COMBINED VIKOR-GRA TECHNIQUES AND FUZZY APPROACH. JOURNAL OF MANAGEMENT STUDIES IN DEVELOPMENT & EVALUATION[Internet]. 2011;21(65):73-103. Available from: https://sid.ir/paper/202787/en

IEEE: Copy

SAFAR FAZLI, AHMAD TEYMOURI, and HASSAN KHODAEI VALEHZAGHARD, “EVALUATING SERVICE QUALITY OF GOVERNMENT SECTOR USING COMBINED VIKOR-GRA TECHNIQUES AND FUZZY APPROACH,” JOURNAL OF MANAGEMENT STUDIES IN DEVELOPMENT & EVALUATION, vol. 21, no. 65, pp. 73–103, 2011, [Online]. Available: https://sid.ir/paper/202787/en

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