The Evaluation of Bus Service Quality Based on Analytic Hierarchy Process and fuzzy soft set

2018 ◽  
Author(s):  
Qingfeng Yang ◽  
Zhi Kong ◽  
Shicheng Li ◽  
Jianwei Ai ◽  
Liqian Wang ◽  
...  
Keyword(s):  
Service Quality ◽  
Analytic Hierarchy Process ◽  
Soft Set ◽  
Fuzzy Soft Set ◽  
Analytic Hierarchy ◽  
Bus Service ◽  
Hierarchy Process

Evaluation of retail service quality using analytic hierarchy process

2014 ◽  
Vol 42 (6) ◽  
pp. 521-541 ◽  
Author(s):  
Madhurima Deb ◽  
Ewuuk Lomo-David
Keyword(s):  
Service Quality ◽  
Analytic Hierarchy Process ◽  
Action Plan ◽  
Sustainable Competitive Advantage ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Customer Preference ◽  
Retail Service ◽  
Retail Service Quality ◽  
Hierarchy Process

Purpose – The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a sustainable competitive advantage. The purpose of this paper is to use a comparative evaluation model to compare retail stores (supermarkets) across several RSQ dimensions, validated and tested RSQ model in the context of Indian supermarkets and explore the existence of RSQ gap by studying the difference between customers’ perception and expectations. Design/methodology/approach – This study deploys AHP in which the decision problem is broken down into hierarchy; thus customer preference involves the structuring of a hierarchy in terms of the overall objective, the selection criteria and the decision alternatives. AHP technique allows pairwise comparisons to be made among the alternatives with respect to the service dimensions. Findings – This study validated the formal RSQ scale developed by Dabholkar et al., (1996) by a modification that led to making it more suitable to the Indian context. Research limitations/implications – This research does not provide guidance on different course of action to be taken. Though this study identifies which service dimensions require improvement, it does not provide guidance on an appropriate action plan to address deficiencies. Practical implications – Prospective and existing retailers can use this instrument effectively to measure the quality of their services as perceived by customers in comparison to their competition. This work will not only help the supermarkets to improve their competitive positioning in the marketplace but will help them to identify areas of services needing improvement on priority basis. Originality/value – Application of AHP to determine the best customer preference is the first ever done in RSQ studies. It does open up another dimension for further studies.

scholarly journals Research on Comprehensive Evaluation of Service Quality of Distribution Network Construction Unit Based on Analytic Hierarchy Process

2021 ◽  
Vol 276 ◽  
pp. 02006
Author(s):  
Xue Chen ◽  
Dacai Chen ◽  
Jiyu Li ◽  
Yifu Lin ◽  
Jutian Lai
Keyword(s):  
Service Quality ◽  
Analytic Hierarchy Process ◽  
Power Grid ◽  
Distribution Network ◽  
Evaluation Index System ◽  
Operating Efficiency ◽  
Quality Level ◽  
Analytic Hierarchy ◽  
Hierarchy Process

The service quality level of the construction unit plays an important role in improving the construction quality of the distribution network and the operating efficiency of the power grid enterprises. Therefore, this article combines the characteristics of the construction process management of the distribution network, aims to improve the service quality level of the construction unit, and combines the relevant system requirements of the power grid enterprise and the construction standardization management norms to construct a scientific and reasonable evaluation index system for the service quality level of the construction unit; The analytic hierarchy process determines the index weights and evaluation methods, and provides technical guidance and reference for the power grid enterprises to reasonably carry out the service quality evaluation of the construction unit.

An Analytic Hierarchy Process for the Evaluation of E-Government Service Quality

2013 ◽  
Vol 9 (1) ◽  
pp. 19-44 ◽  
Author(s):  
Xenia Papadomichelaki ◽  
Vicky Koutsouris ◽  
Dimitrios Konstantinidis ◽  
Gregoris Mentzas
Keyword(s):  
Service Quality ◽  
Analytic Hierarchy Process ◽  
Evaluation Criteria ◽  
Quality Criterion ◽  
Measurement Model ◽  
Analytic Network Process ◽  
Government Service ◽  
Analytic Hierarchy ◽  
Statistical Sample ◽  
Hierarchy Process

This paper proposes a measurement model for evaluating e-government service quality, and generates quality indicators to assist practitioners in identifying the strong and weak points of service delivery. The statistical sample is based on questionnaires of citizens’ preferences for the evaluation of an ideal e-government site. To accurately evaluate the influence of criteria and sub-criteria on service quality the model applies the Analytic Hierarchy Process (AHP) a multi-criteria decision-making method. Finally, the authors apply their model to the evaluation of the six most popular Greek e-government sites. To test the possible existence of interrelationships among criteria, they also apply the Analytic Network Process (ANP) method and compare the results of the two methods. The results show that ‘Reliability’ is the most important quality criterion, with ‘Citizen Support’, ‘Trust’, and ‘Efficiency’ following in importance. Furthermore, the case study revealed no interrelations between evaluation criteria of the model.

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