Benchmarking of service quality with data envelopment analysis

Expert Systems with Applications

Volumn 41, Issue 8, 2014, Pages 3761-3768

  Lee, Hakyeon ^a   Kim, Chulhyun ^b  

^a Seoul National University of Science and Technology   (South Korea)

^b Induk University   (South Korea)

Author keywords

Benchmarking; Data envelopment analysis (DEA); Service quality; SERVPERF; SERVQUAL

Indexed keywords

AUTO REPAIR; CURRENT PRACTICES; DEA MODELS; MULTIPLE-CRITERIA DECISION-MAKING; SERVICE QUALITY; SERVPERF; SERVQUAL;

BENCHMARKING; DATA ENVELOPMENT ANALYSIS; REPAIR;

QUALITY OF SERVICE;

EID: 84891789372     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2013.12.008     Document Type: Article

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