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

页数：10

共 50 条

[41] The Performance Evaluation of third-party logistics customer service based on Fuzzy Comprehensive Evaluation
Xiao, Mengyun
Zhou, Li
PROCEEDINGS OF THE 2ND INTERNATIONAL CONFERENCE ON SCIENCE AND SOCIAL RESEARCH (ICSSR 2013), 2013, 64 : 703 - 706
[42] Applying Fuzzy Model on the Evaluation of Library Service Quality
Huang, Tien-Tsai
Huang, Su-Yi
Chen, Yi-Hui
HIS 2009: 2009 NINTH INTERNATIONAL CONFERENCE ON HYBRID INTELLIGENT SYSTEMS, VOL 1, PROCEEDINGS, 2009, : 73 - +
[43] A Novel Approach Based on Performance Influence for Evaluating Criteria of Service Quality
Chen, Kuen-Suan
Wang, Kung-Jeng
Chang, Tsang-Chuan
JOURNAL OF TESTING AND EVALUATION, 2015, 43 (01) : 191 - 200
[44] An evaluation approach to logistics service using fuzzy theory, quality function development and goal programming
Liao, Chin-Nung
Kao, Hsing-Pei
COMPUTERS & INDUSTRIAL ENGINEERING, 2014, 68 : 54 - 64
[45] IT Service Quality Management Based on Fuzzy Logic
Rolik, Oleksandr
Kolesnik, Valerii
Halushko, Dmytro
2018 INTERNATIONAL SCIENTIFIC-PRACTICAL CONFERENCE: PROBLEMS OF INFOCOMMUNICATIONS SCIENCE AND TECHNOLOGY (PIC S&T), 2018, : 604 - 608
[46] FUZZY LOGIC BASED QUALITY OF SERVICE MODELS
Antunes, Joao
Vasconcelos, Andre
Tribolet, Jose
ECTA 2011/FCTA 2011: PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON EVOLUTIONARY COMPUTATION THEORY AND APPLICATIONS AND INTERNATIONAL CONFERENCE ON FUZZY COMPUTATION THEORY AND APPLICATIONS, 2011, : 516 - 519
[47] Evaluating teaching performance based on fuzzy AHP and comprehensive evaluation approach
Chen, Jeng-Fung
Hsieh, Ho-Nien
Do, Quang Hung
APPLIED SOFT COMPUTING, 2015, 28 : 100 - 108
[48] A Grey Simulation-Based Fuzzy Hierarchical Approach for Diagnosing Healthcare Service Quality
Nguyen, Phi-Hung
Pham, Hong-Anh
CMC-COMPUTERS MATERIALS & CONTINUA, 2023, 74 (02): : 3231 - 3248
[49] Selection of Logistic Web Services Based on Fuzzy Evaluation on Principal Component of Quality of Service
Li, Dongmin
Zhang, Huanshui
JOURNAL OF ADVANCED COMPUTATIONAL INTELLIGENCE AND INTELLIGENT INFORMATICS, 2014, 18 (05) : 798 - 804
[50] The evaluation of bus service quality based on analytic hierarchy process and fuzzy soft set
Yang, Qingfeng
Kong, Zhi
Li, Shicheng
Ai, Jianwei
Wang, Liqian
Wang, Lifu
2018 37TH CHINESE CONTROL CONFERENCE (CCC), 2018, : 2485 - 2488

← 1 2 3 4 5 →