A fuzzy service quality based approach for performance evaluation of educational units

Nojavan, Majid; Heidari, Atefeh; Mohammaditabar, Davood

doi:10.1016/j.seps.2020.100816

Cited by 44 publications

(37 citation statements)

References 32 publications

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“…In present, FS is applied to many different sectors and also viewed to be more effective in assessing human's subjective judgments than the Likert scale [30][31][32][33][34][35]. Garcı ´a-Dastugue and Eroglu [36] explored that service quality of hospitals of Italia included four main constructs (healthcare staff and doctors, responsiveness, relationships between patients and doctors, and additional services) and 15 pertinent criteria.…”

Section: Theory Of the Fuzzy Setmentioning

confidence: 99%

Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis

et al. 2022

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It is argued that ports are playing a crucial role in developing nations’ economy. Still, solutions to improving port service quality (PSQ) to boost ports’ competitive capacity is questionable. Hence, this study aims to investigate port service quality (PSQ) by using integration of the extension Fuzzy Analytic Hierarchy Process and Importance-Performance Analysis (IPA) from port users’ perspectives. From the relevant literature and expert interview, the hierarchical structure of PSQ embracing six dimensions with 29 criteria was first established. To test the research model, the Dong Nai port joint stock company (DNPC) and their port-service users were empirically investigated. It is found that: (1) the importance degree of dimensions is ranked as follow: empathy (21.07%), tangibles (20.15%), assurance (15.97%), reliability (15.54%), responsiveness (12.53%), diversity (14.74%); (2) for criteria of PSQ, top five criteria concerned by shipping companies and ocean freight forwarders comprise: "proactive provision of vessel schedules", "cargo handling facilities and equipment", "detailed schedule", "accuracy and consistency of schedules", and "geographical location"; (3) there are four service attributes (SAs) needing to prioritize for improvement, including "perfect transportation of cargos", "ability in dealing with cargo damage", "willingness in helping customers", "provision of special cargo-related services". The practical policy is that port authorities should transfer the limited resources from SAs in Quadrant IV to Quadrant II to enhance the PSQ.

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Section: Theory Of the Fuzzy Setmentioning

confidence: 99%

Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis

et al. 2022

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“…In the past, because there was no universally applicable service quality measurement model, many studies could only be modified with the SERVQUAL model, e.g., [28,[119][120][121], and these studies used AHP or FAHP to analyze service quality, so they still needed to be tested with consistency. Compared with the universally applicable CV-SQ service quality measurement model proposed by this research, it can be universally applied to various service industries without modification.…”

Section: Discussionmentioning

confidence: 99%

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Hsu

Her²,

Hou

2021

Mathematics

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Service quality is an important factor for a successful company. The SERVQUAL model is widely used. However, it has been controversial over the past 30 years. This research aims to develop a service quality measurement model that can be supported in conceptualization and universal applicability, and uses this model to identify the most important key factors of service quality for three industries. First, based on the theory of consumption values, this study used conceptualization and the modified Delphi method to develop a service quality assessment model—the consumption values-based service quality model (CV-SQ). The CV-SQ model was then used in conjunction with the fuzzy linguistic preference relations (Fuzzy LinPreRa) method to address MCDM problems. The findings suggested that the most important key factors of service quality comprised safety in the aviation companies, innovativeness in the travel agencies, and comfort in the hotels. The CV-SQ model can be supported by theoretical and empirical tests in conceptualization and universal applicability, and has made theoretical contributions to service quality management. The research results have provided practical contributions to the improvement of service quality in the three industries. What is more noteworthy is the weight of epistemic value ranked first and second among the three industries, but it had not been included in any service quality aspect classification schemes during the past three or four decades.

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“…Topical issues of ensuring the quality of educational services attract the attention of many specialists, including indicators of the quality of educational services (ANTONOVA et al, 2019;SEDYKH, 2019;GERRITSEN-VAN LEEUWENKAMP, 2017). Some authors propose various methods for monitoring the quality of provided educational services (NOJAVAN et al, 2021;MILYAEVA, 2019). The research raises questions of the need to develop a methodological toolkit for assessing students' satisfaction with the quality of educational services, taking into account the presentation of educational material, its content side; provision of lectures and practical classes, the competence of the teaching staff, their ethics and communication skills, the organization of independent and research work of students, the use of active and interactive forms of education, e-learning, the level of provision of the educational and methodological complex and the material and technical support of the educational process.…”

Section: Discussionmentioning

confidence: 99%

“…Foreign scientists note that assessing the quality of educational services using the results of student questionnaires using the SERVQUAL method as a model for assessing customer service. (NOJAVAN et al, 2021). Other authors consider individual components of monitoring the quality of provided educational services (KUZNETSOVA, 2018;BERTACCINI et al, 2021;ABBAS, 2020;LEE et al, 2019), as well as issues of organizing its implementation (SANTOS et al, 2020;KAZAKOVA, 2016;TRETYAKOVA et al, 2017).…”

Section: Discussionmentioning

confidence: 99%

Methodology for monitoring the quality of provided educational services in higher educational institutions

Povorina¹,

Vasileva²,

Sergeevna³

et al. 2021

Laplage

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The article reflects a detailed study of the issue under consideration with the study of criteria and indicators for assessing the quality of educational services that are relevant, in the opinion of the authors, for higher educational institutions. Based on the results of the analysis, it was developed methodology and algorithm for assessing the quality of the provision of educational services in higher educational institutions. At the heart of the study, when considering the data collection toolkit, it is proposed to assess the quality of educational services by examining three target groups of respondents: students, graduates, and faculty. A general algorithm for the approbation of monitoring tools with the use of a consolidated coefficient of the quality of educational services has been developed. The use of the methodology for monitoring the quality of educational services provided by the authors will make it possible to assess their quality and develop recommendations for improving it.

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A fuzzy service quality based approach for performance evaluation of educational units

Cited by 44 publications

References 32 publications

Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis

Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis

Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries

Methodology for monitoring the quality of provided educational services in higher educational institutions

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