Assessing the Qualitative and Quantitative Performance of Hostels and Mess for an HEI through Multi-Criteria Decision Making

Abstract

Performance measurement of a unit or an organization is a concrete step for maintaining quality services and should be done periodically to assess the strengths and weaknesses of an organization. The assessment of performance depends on several criteria and is basically a multi-criterion decision-making (MCDM) problem for which various techniques are available in the literature. In the present study, the objective is to measure the performance of hostels and mess facilities of a Higher Educational Institute (HEI) through multi-criteria decision-making methods. On the basis of a survey conducted, a total of 13 criteria are identified which affect the performance of the hostel and mess. Two well-known MCDM techniques, data envelopment analysis (DEA) and analytic hierarchy process (AHP), are used for analyzing the results. While DEA is used for the quantitative analysis, AHP is used for the qualitative analysis. Further, the relevant performing factors for hostels and mess are also identified through AHP and sensitivity analysis-DEA (DEA-SA).