Authors
1 Assistant Professor, Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University, Qazvin, Iran
2 M.Sc. of Industrial Engineering, Faculty of Industrial and Mechanical Engineering, Qazvin Branch, Islamic Azad University , Qazvin, Iran
Abstract
In developed countries synchronous with improving and developing systems
and quality management technique in manufacturing industries, using
these models and techniques in service industries has been increased
remarkably. Unfortunately in developing countries primary needs have
been led to one-dimension and illogical tendency to manufacturing has
been decreased quality level in services sector. Therefore in this research,
improving services in Information Technology (IT) industries has been investigated.
QOS is an effective and efficient method for realizing customer
satisfaction in an organization which used a lot in our country to meet customers’
needs. Therefore in this research, I tried to suggest a combinational
model of Quality of Services (QOS), Fuzzy VIKOR technique and Data
Envelopment Analysis (DEA) technique to improve and to develop quality
model in services area and decrease lack of research on this subject.
Keywords
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