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...

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...

Purpose The purpose of this paper is to propose a method for performance assessment of organizations based on integrated approach of knowledge management and safety management using data envelopment analysis, and the proposed model is then applied in the car industry in Isfahan province to be...