Abstract
This paper proposes a data envelopment analysis (DEA) approach to computation of a measure of overall service quality and benchmarking when measuring service quality with SERVQUAL. Dealing with the five dimensions of SERVQUAL as outputs, the proposed approach utilizes DEA as a tool for multiple criteria decision making (MCDM), in particular, the pure output DEA model without inputs. Since DEA measures the relative efficiency of decision making units (DMUs) and identifies a set of corresponding efficient DMUs called a reference set that can be used as benchmarks for improvement of inefficiency DMUs, it is capable of providing clear guidelines for benchmarking of service quality in multi-unit services.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
