Business Intelligence Management Studies

Performance Evaluation of Information Technology (IT) Industries using a hybrid approach of SERVQUAL, DEA and FMCDM Case Study: System Group Co.

Authors

Alireza Alinezhad 1
Ramin Hakimian 2

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

Information Technology
Quality of Services
SERVQUAL
Data Envelopment Analysis
Fuzzy Multi-Criteria Decision Making
Business Intelligence Management Studies
Volume 1, Issue 3
Spring 2014
Pages 19-46

  • Receive Date 01 January 2014
  • Revise Date 07 July 2015
  • Accept Date 22 January 2014

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