IJMTES – “PRIORITIZING INTERNAL SERVICE QUALITY DIMENSION USING TOPSIS TECHNIQUE: A CASE STUDY”

Journal Title : International Journal of Modern Trends in Engineering and Science

Paper Title : “PRIORITIZING INTERNAL SERVICE QUALITY DIMENSION USING TOPSIS TECHNIQUE: A CASE STUDY”

Author’s Name : Sachin Mittal | Vinit Saluja
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Volume 04 Issue 05 2017

ISSN no:  2348-3121

Page no: 103-106

Abstract – Internal Service Quality has a great effect on the external services so now a days various manufacturing industries are trying to improve their internal service quality (ISQ). The research work is focused on selection and ranking of ISQ dimensions using TOPSIS technique for five service units in an auto manufacturing industry. It will help the management to focus on weak and strong ISQ dimensions. It will also to enhance the external quality of product. In this research work, the methodology is based on Gap Based Model. In this model, gap between expectations and perceptions is measured. Then TOPSIS technique is applied on gap for the ranking of ISQ dimensions. In this study, sampling is done. In sampling, questionnaires are distributed among the employees in selected units. In order to collect data, the SERVQUAL questionnaire is used. This contains some questions which are asked employees expectations and perceptions about delivered service. Ranking of ISQ dimensions is done using TOPSIS method.

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