Benchmarking of service quality with data envelopment analysis.
Hakyeon LeeChulhyun KimPublished in: Expert Syst. Appl. (2014)
Keyphrases
- service quality
- data envelopment analysis
- customer satisfaction
- input output
- service providers
- electronic commerce
- linear programming
- quality of service
- efficient frontier
- dea models
- online shopping
- multi criteria
- information systems
- user satisfaction
- information quality
- multiple objective programming
- competitive advantage
- call center
- competitive environment
- job satisfaction
- internet banking
- dea model
- multiple objective linear programming
- incident management
- attribute values
- multi objective
- real time
- customer loyalty