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Data Envelopment Analysis In Service Quality Evaluation: An Empirical Study, Seyedvahid Najafi, Saber Saati, Madjid Tavana
Data Envelopment Analysis In Service Quality Evaluation: An Empirical Study, Seyedvahid Najafi, Saber Saati, Madjid Tavana
Business Systems and Analytics Faculty Work
Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a non-linear programming model based on the SBM is proposed to delineate an improvement guideline and improve service …