Application of AHP Method in Service Quality Management

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Application of AHP Method in Service Quality Management

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

Application of AHP Method in Service Quality Management

Popis výsledku anglicky

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

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2013

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název statě ve sborníku

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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Počet stran výsledku

10

Strana od-do

455-464

Název nakladatele

Academic Conferences and Publishing International

Místo vydání

Reading

Místo konání akce

Klagenfurt

Datum konání akce

14. 11. 2013

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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