Similar Search Results

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA : The case of four star hotels

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad; … - In: International Journal of Quality & Reliability Management 33 (2016) 2, pp. 160-177

Purpose – The purpose of this paper is to prioritize service quality dimensions (SQDs) using importance-performance analysis (IPA) and to compare the results for the customer groups segmented by data envelopment analysis (DEA). Design/methodology/approach – Customers of three four-star...

Persistent link: https://www.econbiz.de/10014801527

A comparative study of ordinary and fastidious customers' priorities in service quality dimensions

Dabestani, Reza; Shahin, Arash; Shirouyehzad, Hadi; … - In: Total quality management & business excellence : an … 28 (2017) 3/4, pp. 331-350

Persistent link: https://www.econbiz.de/10011723613

Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA : the case of four star hotels

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad; … - In: International journal of quality & reliability management 33 (2016) 2, pp. 160-177

Persistent link: https://www.econbiz.de/10011459948

Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad - In: International Journal of Quality & Reliability Management 34 (2017) 4, pp. 530-548

Purpose The purpose of this paper is to identify customers’ critical demands through evaluating and prioritizing service quality dimensions (SQDs) based on service quality (SQ) gaps. Design/methodology/approach The customers of four-star hotels were asked to report on their expectations and...

Persistent link: https://www.econbiz.de/10014801684

Evaluation and prioritization of service quality dimensions based on gap analysis with analytic network process

Dabestani, Reza; Shahin, Arash; Saljoughian, Mohammad - In: International journal of quality & reliability management 34 (2017) 4, pp. 530-548

Persistent link: https://www.econbiz.de/10011704863

Clustering employees on the basis of their perception from critical success factors of total quality management and its influence on customer focus

Gavareshki, Mohammad Hosein Karimi; Dabestani, Reza; … - In: International journal of management concepts and … 12 (2019) 2, pp. 103-116

Persistent link: https://www.econbiz.de/10012105427

Identification, ranking and clustering of electronic banking services based on customer satisfaction : case study in bank industry

Jouzdani, Javid; Shirouyehzad, Hadi; Maaroufi, Niloufar; … - In: International journal of services, economics and management 11 (2020) 2, pp. 167-190

Persistent link: https://www.econbiz.de/10012285571

Classification of critical success factors for reverse logistics implementation based on importance-performance analysis

Hamidreza Panjehfouladgaran; Shirouyehzad, Hadi - In: International journal of productivity and quality … 25 (2018) 2, pp. 139-150

Persistent link: https://www.econbiz.de/10011980026