Multi-Level Grey Comprehensive Evaluation on Service Quality of NPOs

Service quality is a critical success factor for any organiation whereas its evaluation still has not been fully addressed especially in the context of nonprofit organizations (NPOs). Therefore, the objective of this study is to investigate a multi-level grey evaluation method for service quality of NPOs. First, a framework for evaluating service quality is developed, which includes six dimensions and eighteen indexes. Then, the analytic hierarchy process and the theory of grey system are introduced in setting up a comprehensive evaluation model. Additionally, an example is used to illustrate the availability of the proposed method. The result shows that multi-level grey evaluation method can be applied to evaluate service quality of NPOs conveniently and scientifically. Meanwhile the evaluation results can help practitioners judge the necessity to improve the service quality and determine which dimension or index is the most needed direction to improve.