Benchmarking of service quality with data envelopment analysis

作者：

Highlights：

• Data envelopment analysis (DEA) is employed for benchmarking of service quality.

• Measuring service quality is dealt with as multiple-criteria decision-making (MCDM).

• The five dimensions of SERVPERF are considered as outputs of the DEA model.

• A case study of auto repair services is provided for the purpose of illustration.

摘要

•Data envelopment analysis (DEA) is employed for benchmarking of service quality.•Measuring service quality is dealt with as multiple-criteria decision-making (MCDM).•The five dimensions of SERVPERF are considered as outputs of the DEA model.•A case study of auto repair services is provided for the purpose of illustration.

论文关键词：Benchmarking,Service quality,Data envelopment analysis (DEA),SERVQUAL,SERVPERF

论文评审过程：Available online 11 December 2013.

论文官网地址：https://doi.org/10.1016/j.eswa.2013.12.008