A fuzzy service quality based approach for performance evaluation of educational units

被引：25
|
作者：
Nojavan, Majid [1 ]
Heidari, Atefeh [1 ]
Mohammaditabar, Davood [1 ]
机构：
[1] Islamic Azad Univ, Dept Ind Engn, South Tehran Branch, Tehran, Iran
来源：
SOCIO-ECONOMIC PLANNING SCIENCES | 2021年 / 73卷
关键词：
Performance evaluation; Educational units; Service quality; Fuzzy SERVQUAL; Fuzzy AHP; Fuzzy TOPSIS; Fuzzy DEA; DATA ENVELOPMENT ANALYSIS; MEASURING EFFICIENCY; DEA; TOPSIS;
D O I：
10.1016/j.seps.2020.100816
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Educational unites try to make efficient use of resources to achieve higher service qualities. This paper presents a new hybrid fuzzy approach based on service quality for performance evaluation of educational units. The proposed approach includes four stages: firstly, evaluation and gap analysis of students' expectations and perceptions in the service quality of educational units are performed based on fuzzy SERVQUAL questionnaires. In the second stage, the corresponding weights of dimensions and sub-dimensions of SERVQUAL are determined via fuzzy AHP method. In the third stage, the educational units are ranked using fuzzy TOPSIS method with respect to service quality sub-dimensions. Finally, a fuzzy DEA method is applied to determine the efficiency of educational units based on their service quality ratings. The approach is used for performance evaluation of eight higher education institutes in Iran. The proposed approach increased the accuracy of performance evaluation of educational units based on service quality.
引用
收藏
页数：10
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