performance evaluation of it industries using servqual, dea and fmcdm
نویسندگان
چکیده
in developed countries, improvement has been made in service providing industries along with the improvements made in quality assurance and management skills and systems in the domain of manufacturing industries. unfortunately, in developing countries, primary needs have led these countries to focus their attention illogically and solely on production and they disregard the quality of services. that is why this research aims at investigating service improvement in the domain of information technology. nowadays, the role played by information technology and communication in economic growth is evident to everyone. because of access to internet, communication and information technology is considered one of the major elements in providing services and has improved the efficiency of this industry. meanwhile, focusing on service quality is an efficient approach that results in customer orientation in an organization and is believed by our domestic organizations and companies to be an efficient method to satisfy customers’ demands and has been applied so many times. presenting a compound approach, this research uses servqual as a tool for quality engineering of services, and multiple criteria decision making for ranking service providing branches, and data envelopment analysis for making improvement and benchmarking and it is an attempt to overcome these weaknesses and develop quality models in regard with service providing so that the current gap can be filled.
منابع مشابه
hazard evaluation of gas condensate stabilization and dehydration unit of parsian gas refinery using hazop procedures
شناسایی مخاطرات در واحد 400 پالایشگاه گاز پارسیان. در این پروزه با بکارگیری از تکنیک hazop به شناسا یی مخاطرات ، انحرافات ممکن و در صورت لزوم ارایه راهکارهای مناسب جهت افزایش ایمنی فرا یند پرداخته میگردد. شرایط عملیاتی مخاطره آمیز نظیر فشار و دمای بالا و وجود ترکیبات مختلف سمی و قابل انفجار در واحدهای پالایش گاز، ضرورت توجه به موارد ایمنی در این چنین واحدهایی را مشخص می سازد. مطالعه hazop یک ر...
Evaluation of Iranian electronic products manufacturing industries using an unsupervised model, ARAS, SAW, and DEA models
متن کامل
Evaluation of It/is Outsourcing Projects Using the Dea Methodology
The outsourcing of services related to Information Technology and Information Systems (IT/IS) is seen by many organizations as a tool for achieving strategic objectives. Reducing costs, focusing on core capabilities and improving business/process performance are held to be the main reasons for investing in IT/IS outsourcing. However, the process of outsourcing is complex and involves considerin...
متن کاملPerformance evaluation of SCM using DEA: A review
Over the years we have witnessed the growing importance of supply chain operations and supply chain management (SCM), as supply chains play a major role in every step of the product life cycle. Therefore, this paper will DEA-based performance evaluation approaches for overall supply chain can be categorized. Future perspectives and challenges are discussed
متن کاملSupplier's Efficiency and Performance Evaluation using DEA-SVM Approach
Supplier evaluation is an important process in supply chain. To our best knowledge, we firstly report a study on supplier classification problem for efficiency and performance in the meanwhile, which is to aim at reducing the risk of enterprises and finding the suppliers with both high efficiency and performance. This paper proposed an integrated model, which hybridized data envelopment analysi...
متن کاملEvaluation of performance of different units of Water and Wastewater Company using DEA
In this paper, the performance of [different] units of Water and Sewage Company in Isfahan Province was evaluated using Data Envelopment Analysis (DEA). The purpose of this study was to provide a clear picture of the relative performance of Decision-Making Units (DMUs) in 2018. The advantage of using the DEA model over parametric models is to measure the performance of units using specific weig...
متن کاملمنابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
shiraz journal of system managementجلد ۲، شماره ۳، صفحات ۴۷-۶۲
میزبانی شده توسط پلتفرم ابری doprax.com
copyright © 2015-2023