A COMBINED METHOD OF DATA ENVELOPMENT ANALYSIS AND SERVQUAL MODEL IN RANKING OF SERVICE QUALITY

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ALINEZHAD ALIREZA

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: JOURNAL OF INDUSTRIAL MANAGEMENT STUDIES Year:2018 | Volume:16 | Issue:48 Page(s): 153-181

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Title

A COMBINED METHOD OF DATA ENVELOPMENT ANALYSIS AND SERVQUAL MODEL IN RANKING OF SERVICE QUALITY

Author(s)

ALINEZHAD ALIREZA | Issue Writer Certificate

Keywords

MULTI CRITERIA DATA ENVELOPMENT ANALYSISQ1

CNG STATIONQ1

SERVQUALQ2

QUALITY OF SERVICEQ2

PERFORMANCE EVALUATIONQ2

Abstract

In the last decade, despite the extra importance of service and its increasing development in global and national economies, it has received less attention in comparison with manufacturing industries. The evaluation of performance in service organizations has always been one of the main challenges in this area. Parasuraman and colleagues’ five dimensional model is one of the most common models to evaluate the QUALITY OF SERVICE and was used in this paper to evaluate the service quality in CNG STATIONs in Zanjan Province. In this paper, the Data Envelopment Analysis (DEA) was also used to assess the relative service quality in 36 CNG STATIONs in Zanjan province. Due to the high importance of service quality, it was considered as the functional output of CNG Refueling Stations. The number of employees, number of dispensers, fixed monthly cost, and monthly allocated credit to stations were considered as functional inputs of CNG STATIONs. After obtaining the station’s rank, finally, the sensitivity of results was analyzed using the proposed method of Jahanshahlu and colleagues. Also, the results showed that the developed model of MULTI CRITERIA DATA ENVELOPMENT ANALYSIS has better performance than basic models.

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APA: Copy

ALINEZHAD, ALIREZA. (2018). A COMBINED METHOD OF DATA ENVELOPMENT ANALYSIS AND SERVQUAL MODEL IN RANKING OF SERVICE QUALITY. JOURNAL OF INDUSTRIAL MANAGEMENT STUDIES, 16(48 ), 153-181. SID. https://sid.ir/paper/213168/en

Vancouver: Copy

ALINEZHAD ALIREZA. A COMBINED METHOD OF DATA ENVELOPMENT ANALYSIS AND SERVQUAL MODEL IN RANKING OF SERVICE QUALITY. JOURNAL OF INDUSTRIAL MANAGEMENT STUDIES[Internet]. 2018;16(48 ):153-181. Available from: https://sid.ir/paper/213168/en

IEEE: Copy

ALIREZA ALINEZHAD, “A COMBINED METHOD OF DATA ENVELOPMENT ANALYSIS AND SERVQUAL MODEL IN RANKING OF SERVICE QUALITY,” JOURNAL OF INDUSTRIAL MANAGEMENT STUDIES, vol. 16, no. 48 , pp. 153–181, 2018, [Online]. Available: https://sid.ir/paper/213168/en

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