Search results for "Service quality benchmarking"

showing 2 items of 2 documents

Service quality benchmarking via a novel approach based on fuzzy ELECTRE III and IPA: an empirical case involving the Italian public healthcare conte…

2017

A novel fuzzy-based approach which combines ELECTRE III along with the Importance-Performance Analysis (IPA) is proposed in the present work to comparatively evaluate the service quality in the public healthcare context. Specifically, ELECTRE III is firstly considered to compare the service performance of examined hospitals in a noncompensatory manner. Afterwards, IPA is employed to support the service quality management to point out improvement needs and their priorities. The proposed approach also incorporates features of the Fuzzy Set Theory so as to address the possible uncertainty, subjectivity and vagueness of involved experts in evaluating the service quality. The model is applied to…

Operations researchQuality Assurance Health CareComputer scienceFuzzy setMedicine (miscellaneous)Context (language use)Service quality managementFuzzy logicHealth administration03 medical and health sciencesHealth Professions (all)0302 clinical medicineFuzzy LogicSettore ING-IND/17 - Impianti Industriali MeccaniciService quality benchmarkingHumans030212 general & internal medicineELECTRESettore ING-IND/16 - Tecnologie E Sistemi Di LavorazioneELECTRE IIIQuality of Health CareService (business)Service quality030503 health policy & servicesHealthcare qualityBenchmarkingELECTRE III; Fuzzy set theory; Healthcare quality; IPA; Service quality benchmarking; Service quality management; Medicine (miscellaneous); Health Professions (all)Settore ING-IND/35 - Ingegneria Economico-GestionaleBenchmarkingItalyIPAModels OrganizationalGeneral Health ProfessionsFuzzy set theory0305 other medical scienceHealth care management science
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Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily

2015

In this paper a new approach was proposed so as to comparatively evaluate the quality of service alternatives. In particular, a fuzzy extension of the ServPerf service conceptual model was considered to estimate quality scores of fundamental service criteria, whereas the non-compensative multi-criteria decision-making ELECTRE III method was employed to point out the quality ranking of service alternatives on the basis of which the comparative service quality analysis was performed. In order to show the effectiveness of the proposed approach, an empirical study concerning service quality evaluation of the three international airports in Sicily (Italy) was conducted with detailed proposals fo…

Service (business)Service qualityEngineeringOperations researchbusiness.industryStrategy and Managementmedia_common.quotation_subjectQuality of serviceTransportationManagement Monitoring Policy and LawAirport services quality Service quality benchmarking ServPerf model Multi criteria decision making (MCDM) ELECTRE method Fuzzy sets theoryEmpirical researchRankingConceptual modelQuality (business)ELECTREbusinessSettore ING-IND/16 - Tecnologie E Sistemi Di LavorazioneLawmedia_commonJournal of Air Transport Management
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