Application of AHP Method in Service Quality Management
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F61989100%3A27510%2F13%3A86086960" target="_blank" >RIV/61989100:27510/13:86086960 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Application of AHP Method in Service Quality Management
Original language description
This paper deals with the combination of multicriteria decision making method, specifically the AHP and SERVQUAL method and application of this combined model in business practice, in the area of service quality management. In the beginning both methodswill be theoretically described and incorporated into wider context in the connection to their usage in real conditions. Main aim of this paper is combining multicriteria decision making method (specifically AHP method) and service quality measurement method (specifically SERVQUAL). This interconnection will be executed by changing the way weights are determined in SERVQUAL method. The methods? combination will be carried out by interconnecting five dimensions of SERVQUAL method, which will be used as initial criteria for AHP method and this combined system will be applied in selected organizations. The outcome will be combined system for measuring service quality with the application in the multicriteria decision making process. The re
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2013
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
The proceedings of the 9th European Conference on Management Leadership and Governance, ECMLG 2013 : Klagenfurt, Austria, 14-15 November 2013
ISBN
978-1-909507-86-9
ISSN
2048-9021
e-ISSN
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Number of pages
10
Pages from-to
455-464
Publisher name
Academic Conferences and Publishing International
Place of publication
Reading
Event location
Klagenfurt
Event date
Nov 14, 2013
Type of event by nationality
EUR - Evropská akce
UT code for WoS article
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