Evaluation of retail service quality – a fuzzy AHP approach

Gopalan, Rema; Sreekumar, ­; Satpathy, Biswajit

doi:10.1108/bij-05-2013-0052

Cited by 23 publications

(18 citation statements)

References 74 publications

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“…Over the past decade, several researchers have used AHP for service quality measurement purposes (Gopalan et al, 2015;Lin, 2010;Xi et al, 2018). Min and Min (1996) proposed competitive benchmarking as an important tool for service improvement and the use of AHP to obtain customer opinions on the importance of different service attributes and to compare the performance of different service providers.…”

Section: Parking Lotsmentioning

confidence: 99%

“…Min and Min (1996) proposed competitive benchmarking as an important tool for service improvement and the use of AHP to obtain customer opinions on the importance of different service attributes and to compare the performance of different service providers. AHP has been used to measure service quality in libraries (Xi et al, 2018), healthcare (Singh and Prasher, 2019), the airline industry (Singh, 2016), and retail (Gopalan et al, 2015). Singh (2016) used AHP to measure service quality performance of domestic airlines.…”

Section: Parking Lotsmentioning

confidence: 99%

“…He found that air travellers rated assurance as the most important criteria and safety as the most important sub-criteria. Gopalan et al (2015) found that Indian consumers perceived personal interaction, physical aspects, reliability and policy as important in stores. The variables that most affected overall perceptions of store quality were merchandise and the store's willingness to handle returns and exchanges (Gopalan et al, 2015).…”

Section: Parking Lotsmentioning

confidence: 99%

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Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

Lari

Jabeen

Iyanna

2020

IJCTHR

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Purpose This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context. Design/methodology/approach An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective. Findings Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores. Research limitations/implications The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries. Practical implications The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks. Originality/value This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

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Section: Parking Lotsmentioning

confidence: 99%

Section: Parking Lotsmentioning

confidence: 99%

Section: Parking Lotsmentioning

confidence: 99%

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Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

Lari

Jabeen

Iyanna

2020

IJCTHR

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“…Yadav and Sharma (2015) also used Fuzzy-AHP as a mechanism of multi-criteria decision making for supplier selection in the automotive industry. Gopalan et al (2015) used Fuzzy-AHP Cloud computing environment to evaluate the quality of retail services in India as an aid for decision makers in judging the service quality strategy.…”

Section: Literature Reviewmentioning

confidence: 99%

People-process-performance benchmarking technique in cloud computing environment

Kouatli

2019

IJPPM

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Purpose Cloud computing is relatively a new type of technology demanding a new method of management techniques to attain security and privacy leading to customer satisfaction regarding “Business Protection” measure. As cloud computing businesses are usually composed of multiple colocation sites/departments, the purpose of this paper is to propose a benchmark operation to measure and compare the overall integrated people-process-performance (PPP) among different departments within cloud computing organization. The purpose of this paper is to motivate staff/units to improve the process performance and meet the standards in a competitive approach among business units. Design/methodology/approach The research method was conducted at Cirrus Ltd, which is a cloud computing service provider where a focus group consists of six IT professionals/managers. The objective of the focus group was to investigate the proposed technique by selecting the best practices relevant criteria, with the relevant sub-criteria as a benchmarking performance tool to measure PPP via an analytic hierarchy processing (AHP) approach. The standard pairwise comparative AHP scale was used to measure the performance of three different teams defined as production team, user acceptance testing team and the development team. Findings Based on best practice performance measurement (reviewed in this paper) of cloud computing, the proposed AHP model was implemented in a local medium-sized cloud service provider named “Cirrus” with their single site data center. The actual criteria relevant to Cirrus was an adaptation of the “Best practice” described in the literature. The main reason for the adaptation of criteria was that the principle of PPP assumes multiple departments/datacenters located in a different geographical area in large service providers. As Cirrus is a type of SMEs, the adaptation of performance measurement was based on teams within the same data center location. Irrelevant of this adaptation, the objective of measuring vendors KPI using the AHP technique as a specific output of PPP is also a valid situation. Practical implications This study provides guidance for achieving cloud computing performance measurement using the AHP technique. Hence, the proposed technique is an integrated model to measure the PPP under monitored cloud environment. Originality/value The proposed technique measures and manages the performance of cloud service providers that also implicitly act as a catalyst to attain trust in such high information-sensitive environment leading to organizational effectiveness of managing cloud organizations.

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“…The criteria can have, in a specific problem, a maximization or minimization (Gomes & Gomes, 2012) There are few applications of Multiple-criteria decision-making (MCDM) in total quality management (TQM) problems and contínuos improvement in the literature, especially in relation to consultancy services and quality certification. For instance, selecting technologies that will support the aims of strategic total quality management (Madu et al, 1996); Ranking of critical factors for TQM implementation in Shanghai manufacturing industry (Chin et al, 2002); Preference-ranking model for a quality evaluation of hospital web sites (Bilsel et al, 2006); decision process for selecting external consultant in TQM program in small and medium companys (Saremi et al, 2009); Selection of lean manufacturing systems (Gurumurthy & Kodali, 2008); Selecting improvement initiatives and quality management (QM) approaches in three companies in Thailand (Thawesaengskulthai, 2010); Quality Function Deployment (QFD) combined with decision support system (Andronikidis et al, 2009); Measuring quality service combined with multicriteria method (Jerônimo & Medeiros, 2014); Evaluation of retail service quality (Sreekumar & Satpathy, 2015). Saremi et al (2009) in their study entitled "A systematic decision process for selecting external consultant in TQM program" build a decision model for consultancy selection.…”

Section: Criteriamentioning

confidence: 99%

Uma abordagem multicritério para a seleção de serviços de consultoria e certificação de Sistemas de Gestão da Qualidade

Silva

Melo

2017

Gest. Prod.

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Resumo: A implantação de um Sistema de Gestão da Qualidade (SGQ) em uma organização demanda esforço, planejamento e envolvimento de todos. A etapa de seleção de serviços de consultoria (caso haja necessidade) e utilização do método Preference Ranking Organization Method for Enrichment Evaluation II (PROMETHEE II) e do plano Geometrical Analysis for Interactive Aid (GAIA). Palavras-chave: Gestão da qualidade; Decisão multicritério; Certificação; Normas ISO. Abstract:The implementation of a Quality Management System (QMS) in any organization requires efforts, planning, and everyone's involvement. The selection of consultancy services (if needed), and certification services through an Accredited Certification Body (ACB) has an important role in this process. This study aims to propose a structured model to support these two decisions by using a multicriteria focus (MCDA) to guide the design of a methodological framework. In addition, this study considers the maturity level of the organization, and the importance of continuous improvement after implementing ISO 9001. One of the differential points in this study is the detailed scientific technical foundation of the qualifying and selection criteria, of the consultancy and ACB by using ISO standards (9001, 10019, 17021, 19011), and the guidance document CB-25, which is related to quality. Finally, an application was made in a pharmaceutical industry using the PROMETHEE II method, and the GAIA plan. We adopted three scenarios.

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Evaluation of retail service quality – a fuzzy AHP approach

Cited by 23 publications

References 74 publications

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

People-process-performance benchmarking technique in cloud computing environment

Uma abordagem multicritério para a seleção de serviços de consultoria e certificação de Sistemas de Gestão da Qualidade

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