A combined AHP}GP model for qualitycontrol sy stems

Using the results of previous studies of service qualityattributes, "ve sets of qualitymeasures are identi "ed. These indicators or measures, through the analytic hierarchy process (AHP), are then accurately and consistently weighted. The priorityweights are, in turn, incorporated in a goal-programming model to help select thebesta set of qualitycontrol instruments for customer data collection purposes. The paper proposes a decision aid that will allow weighting (prioritizing) of a "rm's unique service qualitymeasures, consider the real world resource limitations (i.e., budget, hour, labor, etc.), and select the optimal set of service qualitycontrol instruments. The paper addresses two important issues: how to incorporate and decide upon qualitycontrol measures in a service industry, and how to incorporate the AHP into the model. A real world case studyillustrates the application of this combined analy tic hierarchyprocess and goal-programming (AHP}GP) model. 2001 Elsevier Science B.V. All rights reserved.

[1]  חנה וייל,et al.  סיעוד במגזר הערבי , 1995 .

[2]  M. Schniederjans,et al.  Using the analytic hierarchy process and multi-objective programming for the selection of cost drivers in activity-based costing , 1997, Eur. J. Oper. Res..

[3]  Dimitris K. Despotis,et al.  Fractional Minmax Goal Programming: A Unified Approach to Priority Estimation and Preference Analysis in MCDM , 1996 .

[4]  Noel Bryson,et al.  A Goal Programming Method for Generating Priority Vectors , 1995 .

[5]  Mario T. Tabucanon,et al.  A multiple-criteria approach to machine selection for flexible manufacturing systems , 1994 .

[6]  E. Erkut,et al.  Locating obnoxious facilities in the public sector: An application of the analytic hierarchy process to municipal landfill siting decisions , 1991 .

[7]  G DeSouza.  Now service businesses must manage quality. , 1989, The Journal of business strategy.

[8]  T. L. Saaty.  A Scaling Method for Priorities in Hierarchical Structures , 1977 .

[9]  A. Parasuraman,et al.  Reassessment of expectations as a comparison standard in measuring service quality: Implications , 1994 .

[10]  R. Teas,et al.  Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality , 1993 .

[11]  A. Tversky,et al.  Judgment under Uncertainty , 1982 .

[12]  A. Parasuraman,et al.  More on improving service quality measurement , 1993 .

[13]  David C. Bojanic.  Quality Measurement in Professional Services Firms , 1991 .

[14]  Marc J. Schniederjans,et al.  Designing a quality control system in a service organization: A goal programming case study , 1995 .

[15]  V. Zeithaml,et al.  A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions , 1993 .

[16]  Marc J. Schniederjans,et al.  Using the analytic hierarchy process and goal programming for information system project selection , 1991, Inf. Manag..

[17]  D. Garvin.  Competing on the Eight Dimensions of Quality , 1987 .

[18]  Emin Babakus,et al.  An empirical assessment of the SERVQUAL scale , 1992 .

[19]  John L. Crompton,et al.  Users' perceptions of the relative importance of service quality dimensions in selected public recreation programs. , 1989 .

[20]  Steven A. Taylor,et al.  Measuring Service Quality: A Reexamination and Extension , 1992 .

[21]  Joel D. Nicholson,et al.  Assessing the Roles of Service Quality and Customer Satisfaction in the Formation of the Purchase Intentions of Mexican Consumer , 1997 .

[22]  L. Schrage.  Optimization Modeling With LINDO , 1997 .

[23]  A. Parasuraman,et al.  A Conceptual Model of Service Quality and Its Implications for Future Research , 1985 .

[24]  Gilbert A. Churchill,et al.  Improving the measurement of service quality , 1993 .

[25]  J. Carman.  Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions , 1990 .

[26]  Kenneth L. Bernhardt,et al.  Comments on Christian Grönroos' Strategic management and marketing in the service sector , 1984 .

[27]  Michael J. Dotson,et al.  Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry , 1988 .

[28]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[29]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[30]  Stephen W. Brown,et al.  A Gap Analysis of Professional Service Quality , 1989 .

[31]  Thomas L. Saaty,et al.  Decision making for leaders , 1985, IEEE Transactions on Systems, Man, and Cybernetics.

[32]  T. Saaty,et al.  The Analytic Hierarchy Process , 1985 .

[33]  אסתר טולידנו,et al.  מקבלי דמי אבטלה בשנת 1994 , 1995 .

[34]  A. Tversky,et al.  Judgment under Uncertainty: Heuristics and Biases , 1974, Science.