Document Type : مقالات
Authors
1 Associate Professor Management and Accounting faculty, Shahid Beheshti University
2 Master of Industrial Management (MA), Management and Accounting faculty, Shahid Beheshti University
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 goalprogramming 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.
Keywords
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