A combined AHP-GP model for quality control systems

Masood A. Badri

    Research output: Contribution to journalArticlepeer-review

    184 Citations (Scopus)

    Abstract

    Using the results of previous studies of service quality attributes, five sets of quality measures are identified. These indicators or measures, through the analytic hierarchy process (AHP), are then accurately and consistently weighted. The priority weights are, in turn, incorporated in a goal-programming model to help select the "best" set of quality control instruments for customer data collection purposes. The paper proposes a decision aid that will allow weighting (prioritizing) of a firm's unique service quality measures, consider the real world resource limitations (i.e., budget, hour, labor, etc.), and select the optimal set of service quality control instruments. The paper addresses two important issues: how to incorporate and decide upon quality control measures in a service industry, and how to incorporate the AHP into the model. A real world case study illustrates the application of this combined analytic hierarchy process and goal-programming (AHP-GP) model.

    Original languageEnglish
    Pages (from-to)27-40
    Number of pages14
    JournalInternational Journal of Production Economics
    Volume72
    Issue number1
    DOIs
    Publication statusPublished - Jun 30 2001

    Keywords

    • Analytic hierarchy process
    • Goal programming
    • Service quality

    ASJC Scopus subject areas

    • Business, Management and Accounting(all)
    • Economics and Econometrics
    • Management Science and Operations Research
    • Industrial and Manufacturing Engineering

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