Evaluation of benchmarking attribute for service quality using multi attitude decision making approach

Bhupender Singh (), Sandeep Grover and Vikram Singh
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Bhupender Singh: YMCA University of Science and Technology
Sandeep Grover: YMCA University of Science and Technology
Vikram Singh: YMCA University of Science and Technology

International Journal of System Assurance Engineering and Management, 2017, vol. 8, issue 2, No 7, 617-630

Abstract: Abstract The essence of benchmarking is the process of identifying the highest standards of superiority for products, services or processes and then make the essential improvements to reach those standards. Today, assessment of service is a main management concern for industries tends to convert benchmark in its respective field. In this study, an endeavor has been made by the authors to evaluate the performance of benchmark model in service industries by using Fuzzy MADM approach where linguistic labels are used to describe attributes of benchmarking which are identified through literature and experts opinion. Afterwards overall numerical index has been computed by using graph theoretic approach, which helps to compare different alternatives of benchmarking for industries’ existence. The results show that responsiveness and reliability is found best alternatives among all the alternatives and Tangibles system is considered as nastiest for the study. This study imposed managers to select significant attributes and alternatives for enhancement of industries at global level.

Keywords: Benchmarking; Service quality; Linguistic variables; Graph theory (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1007/s13198-016-0485-4

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