Data envelopment analysis in service quality evaluation: an empirical study

Benchmarking of service quality with data envelopment analysis

This paper proposes a data envelopment analysis (DEA) approach to measurement and benchmarking of service quality. Dealing with measurement of overall service quality of multiple units with SERVPERF as multiple-criteria decision-making (MCDM), the proposed approach utilizes DEA, in particular, the pure output model without inputs. The five dimensions of SERVPERF are considered as outputs of the...

Internet network design for quality of service guarantee using Data Envelopment Analysis (DEA)

By developing the new services such as VoIP and Videoconference, using a mechanism is needed to support the quality of service of the application programs. Different models have been presented to guarantee the quality of service. Among these, the differentiated services can be mentioned which was presented by IETF. In the architecture of the differentiated services, no admission control mechani...

Evaluating Operating Efficiency of Service Businesses with Data Envelopment Analysis — Empirical Study of Bank Branch Operations

An Extension to Imprecise Data Envelopment Analysis

The standard data envelopment analysis (DEA) method assumes that the values for inputs and outputs are exact. While DEA assumes exact data, the existing imprecise DEA (IDEA) assumes that the values for some inputs and outputs are only known to lie within bounded intervals, and other data are known only up to an order. In many real applications of DEA, there are cases in which some of the input ...

The Use of Data Envelopment Analysis in the Design of Internet Networks to Ensure the Quality of Service

Choosing a superior Internet network by users or providing a desirable Internet network by ISPs is always one of the important decision issues in this area. Choosing a unique optimal network from among the best networks is still a big challenge. The purpose of this paper is to use the data envelopment analysis (DEA) decision-making technique to evaluate the existing Internet networks in order t...

An Alternative Secondary Goal Approach to Modify Cross Efficiency Evaluation in Data Envelopment Analysis

The cross efficiency evaluation is used to performance measurement of decision making units in data envelopment analysis concept. One of the most important shortcoming of this method is existing alternative optimal solution and therefore, the efficiency scores are not unique. We are going to summarize the pervious models proposed by researchers and suggest an alternative secondary goal approach...