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An Empirical Study on Measuring Service Quality of Fast-Food Industry using Analytic Hierarchy Process  

Lee, Hoe-Sik (Division of Advanced Industrial Engineering, Kyonggi University)
Choi, Yong-Jung (Dept. of Industrial Engineering, Graduate School of Kyonggi University)
Lee, Phil-Jae (Dept. of Industrial Engineering, Graduate School of Kyonggi University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.28, no.4, 2005 , pp. 7-13 More about this Journal
Abstract
Many domestic studies related to service quality are performed but the study on computing Service Quality Score is not yet activated. Because Service quality measurement plays an important role in assessing service performance and diagnosing service problems, it is very important that service quality is measured exactly. Therefore this study offered realistic approach method for computing Service Quality Score by using T.L. Saaty's Analytic Hierarchy Process technique. That is, Service Quality Score of this study is computed by using customer's priority(weights) for five dimensions(Tangible, Reliability, Assurance, Responsiveness, Empathy). This method is more realistic than the existing method computed by an arithmetical average of dimension's variables.
Keywords
Analytic Hierarchy Process; Service Quality; Fast Food Industry;
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