ارائه مدل تلفيقي براي اندازه گيري و رتبه بندي كيفيت خدمات دربين واحدهاي ارائه دهنده خدمت با استفاده از تكنيك SERVQUAL،DEA و TOPSIS ( مطالعه موردي : بانكهاي دولتي شهر يزد )

Proposing an Integrative Model for Measurement and Ranking of Service Quality among Service Departments Using DEA, SERVQUAL and TOPSIS Techniques The Case of Governmental Banks in the City of Yazd

Increasing competition in different economic sectors is one of the most common phenomena particularly in the service sector. In consistence with the increasing competition in service area, researchers have developed various techniques and approaches for evaluating performance and providing proper recommendations for improving service performance. In this paper an attempt has been made to evaluate the performance of service units and to rank them with a simultaneous consideration of their inputs and outputs. SERVQUAL as one of the most practical approaches in service quality measurement has been used for measuring outputs. In order to measure inputs, the ratio of number of personnel over number of clients and service provider units over number of clients have been used. Then, Data Envelopment Analysis (DEA) has been employed for the evaluation of the performance of units regarding each of the five SERVQUAL dimensions. Also, the technique of TOPSIS has been used for prioritizing the units and compilation of the results of DEA. The findings derived from DEA have been used in demonstrating the condition of the units under evaluation according to the five SERVQUAL dimensions and in providing executive recommendations to managers for improving service performance.