Managing Service Quality Using Data Envelopment Analysis

Topics:
Total Quality Management
Tags:
American Society For Quality,
Analysis,
Decision-making,
Management,
Productivity,
Service Quality,
Tools & Techniques
Source:
American Society for Quality

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Overview: This study introduces a new managerial tool for evaluating and managing service quality. This new approach treats service quality as an intermediate variable, not the ultimate managerial goal, and makes use of data envelopment analysis (DEA), a nonparametric technique that allows for the relative comparison of a number of comparable organizational decision-making units.

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Format: PDF | Size: 294KB | Date: Mar 2005 | Pages: 18

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