A combined AHP-GP model for measuring the structure of quality control systems in the service organizations

پژوهش نامه مدیریت تحول

Article 4, Volume 1, Spring & Summer 2009 - Serial Number 1, September 2009, Pages 71-88   

Document Type: Articles

DOI: 10.22067/pmt.v1i1.2257

Authors

Akbar Alem Tabriz^{* 1}; Mohammad Bagherzadeh Azar²

¹Associate Professor Management and Accounting faculty, Shahid Beheshti University

²Master 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

Service quality control; Quality measures; Analytic hierarchy process (AHP) and Goal programming (GP)

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