Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution

2.50
Hdl Handle:
http://hdl.handle.net/10547/295077
Title:
Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution
Authors:
Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 ) ; Karpuzcu, Harika
Abstract:
Service quality has gained significant attention in the last two decades. Various tools have been developed to measure service quality, the most prominent being the SERVQUAL survey instrument. It has been generally agreed that SERVQUAL and other instruments for measuring service quality are not entirely satisfactory. Recently, the Analytic Hierarchy Process (AHP) has also been applied for measuring service quality. Unfortuantely, applications of SERVQUAL and applications of AHP have not been compatible with each other since the former has traditionally been applied for measuring service quality of a single firm while the latter has usually been applied to compare service quality of more than one firm. In this paper, we have proposed a novel application of AHP so that it can be used to measure service quality of a single firm. The results and feedback received from the respondents indicate that AHP can be advantageously applied to measure service quality of an organization.
Citation:
Ramanathan, R. & Karpuzcu, H. (2010) 'Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution', OPSEARCH, 48(2), pp.136-152
Publisher:
Springer
Journal:
OPSEARCH
Issue Date:
2010
URI:
http://hdl.handle.net/10547/295077
DOI:
10.1007/s12597-010-0022-1
Additional Links:
http://link.springer.com/10.1007/s12597-010-0022-1
Type:
Article
Language:
en
ISSN:
0030-3887; 0975-0320
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.contributor.authorKarpuzcu, Harikaen_GB
dc.date.accessioned2013-07-03T07:56:27Z-
dc.date.available2013-07-03T07:56:27Z-
dc.date.issued2010-
dc.identifier.citationRamanathan, R. & Karpuzcu, H. (2010) 'Comparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distribution', OPSEARCH, 48(2), pp.136-152en_GB
dc.identifier.issn0030-3887-
dc.identifier.issn0975-0320-
dc.identifier.doi10.1007/s12597-010-0022-1-
dc.identifier.urihttp://hdl.handle.net/10547/295077-
dc.description.abstractService quality has gained significant attention in the last two decades. Various tools have been developed to measure service quality, the most prominent being the SERVQUAL survey instrument. It has been generally agreed that SERVQUAL and other instruments for measuring service quality are not entirely satisfactory. Recently, the Analytic Hierarchy Process (AHP) has also been applied for measuring service quality. Unfortuantely, applications of SERVQUAL and applications of AHP have not been compatible with each other since the former has traditionally been applied for measuring service quality of a single firm while the latter has usually been applied to compare service quality of more than one firm. In this paper, we have proposed a novel application of AHP so that it can be used to measure service quality of a single firm. The results and feedback received from the respondents indicate that AHP can be advantageously applied to measure service quality of an organization.en_GB
dc.language.isoenen
dc.publisherSpringeren_GB
dc.relation.urlhttp://link.springer.com/10.1007/s12597-010-0022-1en_GB
dc.rightsArchived with thanks to OPSEARCHen_GB
dc.subjectservice qualityen_GB
dc.subjectlogisticsen_GB
dc.subjectAHPen_GB
dc.subjectanalytic hierarchy processen
dc.titleComparing perceived and expected service using an AHP model: an application to measure service quality of a company engaged in pharmaceutical distributionen
dc.typeArticleen
dc.identifier.journalOPSEARCHen_GB
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