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Subject Item
n2:RIV%2F61989100%3A27510%2F13%3A86086960%21RIV14-MSM-27510___
rdf:type
n15:Vysledek skos:Concept
dcterms:description
This paper deals with the combination of multicriteria decision making method, specifically the AHP and SERVQUAL method and application of this combined model in business practice, in the area of service quality management. In the beginning both methods will be theoretically described and incorporated into wider context in the connection to their usage in real conditions. Main aim of this paper is combining multicriteria decision making method (specifically AHP method) and service quality measurement method (specifically SERVQUAL). This interconnection will be executed by changing the way weights are determined in SERVQUAL method. The methods’ combination will be carried out by interconnecting five dimensions of SERVQUAL method, which will be used as initial criteria for AHP method and this combined system will be applied in selected organizations. The outcome will be combined system for measuring service quality with the application in the multicriteria decision making process. The research will be done in three organizations providing services. In these companies the quality will be measured by the customer’s satisfaction in five areas determined by SERVQUAL method and then scales will be determined for each area. The scales will not be determined by individual respondents by assigning points like in SERVQUAL method but they will be determined by AHP method. One organization providing the best service based on given criteria will be selected based on the scale combination determined by AHP method and average customer’s satisfaction evaluation by SERVQUAL method. This created model should be further applicable to measure service quality in different areas with taking into consideration more than one criterion to choose high-quality service provider. This paper deals with the combination of multicriteria decision making method, specifically the AHP and SERVQUAL method and application of this combined model in business practice, in the area of service quality management. In the beginning both methods will be theoretically described and incorporated into wider context in the connection to their usage in real conditions. Main aim of this paper is combining multicriteria decision making method (specifically AHP method) and service quality measurement method (specifically SERVQUAL). This interconnection will be executed by changing the way weights are determined in SERVQUAL method. The methods’ combination will be carried out by interconnecting five dimensions of SERVQUAL method, which will be used as initial criteria for AHP method and this combined system will be applied in selected organizations. The outcome will be combined system for measuring service quality with the application in the multicriteria decision making process. The research will be done in three organizations providing services. In these companies the quality will be measured by the customer’s satisfaction in five areas determined by SERVQUAL method and then scales will be determined for each area. The scales will not be determined by individual respondents by assigning points like in SERVQUAL method but they will be determined by AHP method. One organization providing the best service based on given criteria will be selected based on the scale combination determined by AHP method and average customer’s satisfaction evaluation by SERVQUAL method. This created model should be further applicable to measure service quality in different areas with taking into consideration more than one criterion to choose high-quality service provider.
dcterms:title
Application of AHP Method in Service Quality Management Application of AHP Method in Service Quality Management
skos:prefLabel
Application of AHP Method in Service Quality Management Application of AHP Method in Service Quality Management
skos:notation
RIV/61989100:27510/13:86086960!RIV14-MSM-27510___
n15:predkladatel
n16:orjk%3A27510
n3:aktivita
n14:S
n3:aktivity
S
n3:dodaniDat
n13:2014
n3:domaciTvurceVysledku
n6:7568142
n3:druhVysledku
n17:D
n3:duvernostUdaju
n12:S
n3:entitaPredkladatele
n18:predkladatel
n3:idSjednocenehoVysledku
61683
n3:idVysledku
RIV/61989100:27510/13:86086960
n3:jazykVysledku
n21:eng
n3:klicovaSlova
SERVQUAL; quality; services; analytic hierarchy process; decision making
n3:klicoveSlovo
n4:quality n4:services n4:decision%20making n4:analytic%20hierarchy%20process n4:SERVQUAL
n3:kontrolniKodProRIV
[90AFA113ADB9]
n3:mistoKonaniAkce
Klagenfurt
n3:mistoVydani
Reading
n3:nazevZdroje
The proceedings of the 9th European Conference on Management Leadership and Governance, ECMLG 2013 : Klagenfurt, Austria, 14-15 November 2013
n3:obor
n20:AE
n3:pocetDomacichTvurcuVysledku
1
n3:pocetTvurcuVysledku
2
n3:rokUplatneniVysledku
n13:2013
n3:tvurceVysledku
Nytra, Igor Sikorová, Irena
n3:typAkce
n9:EUR
n3:zahajeniAkce
2013-11-14+01:00
s:issn
2048-9021
s:numberOfPages
10
n8:hasPublisher
Academic Conferences and Publishing International
n19:isbn
978-1-909507-86-9
n11:organizacniJednotka
27510