Purpose – The purpose of this study is to present a hybrid analytic network process (ANP) and data envelopment analysis (DEA) method for ranking organizational units as well as prioritizing organization’s human capital management criteria. Design/methodology/approach – In the proposed DEA...

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...