A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry

International Journal of Services and Operations Management

Volumn 12, Issue 3, 2012, Pages 289-308

  Shirouyehzad, Hadi ^a   Hosseinzadeh Lotfi, F ^a   Shahin, Arash ^b   Aryanezhad, Mir B ^a   Dabestani, Reza ^c  

^a ISLAMIC AZAD UNIVERSITY   (Iran)

^b UNIVERSITY OF ISFAHAN   (Iran)

^c TARBIAT MODARES UNIVERSITY   (Iran)

Author keywords

Comparative analysis; Data envelopment analysis; DEA; Decision making unit; Dimensions; Efficiency; Hospitality industry; Hotel; Sensitivity analysis; Service quality

Indexed keywords

EID: 84863635106     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2012.047622     Document Type: Article

References (59)

1. Aksezer, C.S. and Benneyan, J.C. (2010) 'Assessing the efficiency of hospitals operating under a unique owner: a DEA application in the presence of missing data', International Journal of Services and Operations Management, Vol. 7, No. 1, pp.53-75.
2. Andronikidis, A., Georgiou, A.C., Gotzamani, K. and Kamvysi, K. (2009) 'The application of quality function deployment in service quality management', The TQM Journal, Vol. 21, No. 4, pp.319-333.
3. Antony, F., Antony, F.F. and Ghosh, S. (2004) 'Evaluating service quality in a UK hotel chain: a case study', International Journal of Contemporary Hospitality Management, Vol. 16, No. 6, pp.380-384.
4. Armstrong, G. and Kotler, P. (2000) Marketing: An Introduction, Prentice-Hall, New York.
5. Babbar, S. (1992) 'A dynamic model for continuous improvement in the management of service quality', International Journal of Operations and Production Management, Vol. 12, No. 2, pp.38-48.
6. Badri, M.A. (2001) 'A combined AHP-GP model for quality control systems', International Journal of Production Economics, Vol. 72, No. 1, pp.27-40. (Pubitemid 32544408)
7. Banker, R., Charnes, A. and Cooper, W. (1984) 'Some models for estimating technical and scale inefficiencies in data envelopment analysis', Management Science, Vol. 30, No. 9, pp.1078-1092. (Pubitemid 14651320)
8. Bennington, L. and Cummane, J. (1998) 'Measuring service quality: a hybrid methodology', Total Quality Management, Vol. 9, No. 6, pp.395-405. (Pubitemid 128491597)
9. Brown, J.R. and Ragsdale, C.T. (2002) 'The competitive market efficiency of hotels brands: an application of data envelopment analysis', Journal of Hospitality & Tourism Research, Vol. 26, No. 4, pp.332-360.
10. Bruck, M., Zeithaml, V.A. and Naylor, G. (2000) 'Price and brand name as indicators of quality dimensions for consumer durables', Journal of the Academy of Marketing Science, Vol. 28, No. 3, pp.359-374.
11. Buyukozkan, G., Cifci, G. and Guleryuz, S. (2011) 'Strategic analysis of healthcare service quality using fuzzy AHP methodology', Expert Systems with Applications, Vol. 38, No. 8, pp.9407-9424.
12. Chang, H.S. (2008) 'Increasing hotel customer value through service quality cues in Taiwan', The Service Industries Journal, Vol. 28, No. 1, pp.73-84.
13. Charnes, A., Cooper, W.W. and Rhodes, E. (1978) 'Measuring the efficiency of decision making units', European Journal of Operational Research, Vol. 2, No. 6, pp.429-444. (Pubitemid 9402758)
14. Cheng, H., Lu, Y-Ch. and Chung, J-T. (2010) 'Improved slack-based context-dependent DEA - a study of international tourist hotels in Taiwan', Expert Systems with Applications, Vol. 37, No. 9, pp.6452-6458.
15. Chinh, V.T.M. and Anh, N.V. (2008) 'Measuring customer satisfaction based on service quality gap at a local bank in Vietnam', Journal of International Business Research, Vol. 7, No. 3, pp.27-51.
16. Chou, Ch-Ch., Liu, L-J., Huang, S-F., Yih, J.M. and Han, T.Ch. (2011) 'An evaluation of airline service quality using the fuzzy weighted SERVQUAL method', Applied Soft Computing, Vol. 11, No. 2, pp.2117-2128.
17. Chow, C.Ch. and Luk, P. (2005) 'A strategic service quality approach using analytic hierarchy process', Managing Service Quality, Vol. 15, No. 3, pp.278-289. (Pubitemid 40746675)
18. Chuang, P-T. (2009) 'Incorporating disservice analysis to enhance perceived service quality', Industrial Management & Data Systems, Vol. 110, No. 3, pp.368-391.
19. Cooper, W.W., Seiford, L.M. and Tone, K. (2007) Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software, 2nd ed., Springer, New York.
20. Costa, G., Glinia, E., Goudas, M. and Antoniou, P. (2004) 'Recreational services in resort hotels: customer satisfaction aspects', Journal of Sport Tourism, Vol. 9, No. 2, pp.117-126.
21. Cronin, J.J. and Taylor, S.A. (1992) 'Measuring service quality: a reexamination and extension', Journal of Marketing, Vol. 56, No. 3, pp.55-68.
22. Cronin, J.J. and Taylor, S.A. (1994) 'SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality', Journal of Marketing, Vol. 58, No. 1, pp.125-131.
23. Deng, W-J. and Pei, W. (2009) 'Fuzzy neural based importance-performance analysis for determining critical service attributes', Expert System with Applications, Vol. 36, No. 2, pp.3774-3784.
24. Deng, W-J., Chen, W-Ch. and Pei, W. (2008) 'Back-propagation neural network based importance-performance analysis for determining critical service attributes', Expert Systems with Applications, Vol. 34, No. 2, pp.1115-1125. (Pubitemid 350117481)
25. Gronroos, C. (1984) 'A service quality model and its marketing implications', European Journal of Marketing, Vol. 18, No. 4, pp.36-44.
26. Heskett, J.L., Sasser, W.E. and Schlesinger, L.A. (1997) The Service Profit Chain, 1st ed., The Free Press, New York.
27. Horn, C. and Rudolf, M. (2011) 'Service quality in the private banking business', Financial Markets and Portfolio Management, Vol. 25, No. 2, pp.173-195.
28. Hsu, T-H. and Pan, F.F.C. (2009) 'Application of Monte Carlo AHP in ranking dental quality attributes', Expert System with Application, Vol. 36, No. 2, pp.2310-2316.
29. Hwang, S-N. and Chang, T-Y. (2003) 'Using data envelopment analysis to measure hotel managerial efficiency change in Taiwan', Tourism Management, Vol. 24, No. 4, pp.357-369. (Pubitemid 36997022)
30. Jamali, R. and Tooranloo, H.S. (2009) 'Prioritizing academic library service quality indicators using fuzzy approach Case study: libraries of Ferdowsi University', Library Management, Vol. 30, Nos. 4/5, pp.319-333.
31. Jun, M. and Cai, Sh. (2010) 'Examining the relationships between internal service quality and its dimensions, and internal customer satisfaction', Total Quality Management, Vol. 21, No. 2, pp.205-223.
32. Kakouris, A. and Meliou, E. (2010) 'New public management: promote the public sector modernization through service quality: current experiences and future challenges', Public Organization Review: A Global Journal, in press.
33. Khare, A. (2011) 'Customers' perception and attitude towards service quality in multinational banks in India', International Journal of Services and Operations Management, Vol. 10, No. 2, pp.199-215.
34. Khodabakhshi, M. and Asgharian, M. (2009) 'An input relaxation measure of efficiency in stochastic data envelopment analysis', Applied Mathematical Modelling, Vol. 33, No. 4, pp.2010-2023.
35. Lee, J-H., Kim, H-D., Ko, Y.J. and Sagas, M. (2011) 'The influence of service quality on satisfaction and intention: a gender segmentation strategy', Sport Management Review, Vol. 14, No. 1, pp.54-63.
36. Lehtinen, U. and Lehtinen, J.R. (1985) 'Service quality: a study of quality dimensions', Paper read at the Second World Marketing Congress, University of Stirling, Scotland.
37. Lewis, B.R. (1993) 'Service quality measurement', Marketing Intelligence and Planning, Vol. 11, No. 4, pp.41-50.
38. Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B. and Pichler, J. (2004) 'The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis', Industrial Marketing Management, Vol. 33, No. 4, pp.271-277. (Pubitemid 38457882)
39. Mels, G., Boshoff, Ch. and Nels, D. (1997) 'The dimensions of service quality: the original European perspective revisited', The Service Industries Journal, Vol. 17, No. l, pp.173-189. (Pubitemid 127660120)
40. Nadiri, H. and Hussain, K. (2005) 'Perceptions of service quality in North Cyprus hotels', International Journal of Contemporary Hospitality Management, Vol. 17, No. 6, pp.460-480.
41. Narangajavana, Y. and Hu, B. (2008) 'The relationship between the hotel rating system, service quality improvement, and hotel performance changes: a canonical analysis of hotels in Thailand', Journal of Quality Assurance in Hospitality & Tourism, Vol. 9, No. 1, pp.34-56.
42. Neves, J. and Lourenco, S. (2009) 'Using data envelopment analysis to select strategies that improve the performance of hotel companies', International Journal of Contemporary Hospitality Management, Vol. 21, No. 6, pp.698-712.
43. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) 'A conceptual model of service quality and its implications of future research', Journal of Marketing, Vol. 49, No. 4, pp.41-50.
44. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) 'SERVQUAL: a multiple-item scale for measuring consumer perception of service quality', Journal of Retailing, Vol. 64, No. 1, pp.12-40.
45. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991) 'Refinement and reassessment of the SERVQUAL scale', Journal of Retailing, Vol. 67, No. 4, pp.420-450.
46. Sanjeev, G.M. (2007) 'Measuring efficiency of the hotel and restaurant sector: the case of India', International Journal of Contemporary Hospitality Management, Vol. 19, No. 5, pp.378-387.
47. Santhiyavalli, G. and Sandhya, B. (2011) 'Service quality evaluation in select commercial banks: a comparative study', The IUP Journal of Operations Management, Vol. 5, No. 1, pp.43-62.
48. Schlesinger, L.A. and Heskett, J.L. (1991) 'Leonard A. Schlesinger and James L. Heskett respond: customer satisfaction is rooted in employee satisfaction', Harvard Business Review, Vol. 69, No. 6, pp.148-150.
49. Shahin, A. (2007) 'In-flight of service quality dimensions: a comprehensive review', International Journal of Excellence in Tourism, Hospitality and Catering, Vol. 1, No. 2, pp.13-27.
50. Shuai, J-J. and Wu, W-W. (2011) 'Evaluating the influence of e-marketing on hotel performance by DEA and grey entropy', Expert Systems with Applications, Vol. 38, No. 7, pp.8763-8769.
51. Teas, R.K. (1994) 'Expectations as a comparison standard in measuring service quality: an assessment of a reassessment', Journal of Marketing, Vol. 58, No. 1, pp.132-139.
52. Tontini, G. and Picolo, J.D. (2010) 'Improvement gap analysis', Managing Service Quality, Vol. 20, No. 6, pp.565-584.
53. Tsai, H. (2009) 'Star-rated hotel productivity in China: a provincial analysis using the DEA cross-efficiency evaluation approach', Journal of China Tourism Research, Vol. 5, No. 3, pp.243-258.
54. Tseng, M-L. (2009) 'Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause-effect model in uncertainty', Expert Systems with Application, Vol. 36, No. 5, pp.9015-9033.
55. Yang, Ch-Ch. (2003) 'Establishment and applications of the integrated model of service quality measurement', Managing Service Quality, Vol. 13, No. 4, pp.310-324.
56. Zeithaml, V.A. (1988) 'Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence', Journal of Marketing, Vol. 52, No. 3, pp.2-22.
57. Zeithaml, V.A. and Parasuraman, A. (2004) Service Quality, Marketing Science Institute, Cambridge, Mass.
58. Zhou, L. (2004) 'A dimension-specific analysis of performance only measurement of service quality and satisfaction in China's retail banking', Journal of Service Marketing, Vol. 18, No. 7, pp.534-546.
59. Zhu, J-Ch., Ramanathan, R. and Ramanathan, V. (2011) 'Measuring service quality using SERVQUAL and AHP: an application to a Chinese IT company and comparison', International Journal of Services and Operations Management, Vol. 8, No. 4, pp.418-432.