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

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    Authors
    Ramanathan, Ramakrishnan
    Karpuzcu, Harika
    Issue Date
    2010
    Subjects
    service quality
    logistics
    AHP
    analytic hierarchy process
    
    Metadata
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    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
    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
    ae974a485f413a2113503eed53cd6c53
    10.1007/s12597-010-0022-1
    Scopus Count
    Collections
    Business and Information Systems Research Centre (BISC)

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