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A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
2018A New Model for Determining Weight Coefficients of Criteria in MCDM Models: Full Consistency Method (FUCOM)867 cited
2015Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model357 cited
2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method293 cited
2017Quality assessment of airline baggage handling systems using SERVQUAL and BWM290 cited
2007Developing zones of tolerance for managing passenger rail service quality166 cited
2018An extension of the WASPAS method for decision-making problems with intuitionistic fuzzy numbers: a case of website evaluation132 cited
2015Internet banking and customer satisfaction in Pakistan112 cited
2018Assessment of Conditions for Implementing Information Technology in a Warehouse System: A Novel Fuzzy PIPRECIA Method111 cited
2017Empirical research on Kano’s model and customer satisfaction108 cited
2018A multicriteria model for the selection of the transport service provider: A single valued neutrosophic DEMATEL multicriteria model106 cited

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2010QFD Application in the Hospitality Industry: A Hotel Case Study97 cited

2010The effect of quality management on the service quality and business success of logistics service providers78 cited

2016An empirical assessment of Lean Six Sigma Awareness in manufacturing industries: construct development and validation59 cited

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2021Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics51 cited
2023An integrated intelligent decision support framework for the development of photovoltaic solar power49 cited
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2019A NEW DECISION MODEL FOR CROSS-DOCKING CENTER LOCATION IN LOGISTICS NETWORKS UNDER INTERVAL-VALUED INTUITIONISTIC FUZZY UNCERTAINTY42 cited
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2024Optimal site selection for electric vehicle charging stations: Analysis with hybrid FUCOM and geographic information systems33 cited
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2020Novel Extension of DEMATEL Method by Trapezoidal Fuzzy Numbers and D Numbers for Management of Decision-Making Processes31 cited
2023Analyzing Healthcare and Wellness Products’ Quality Embedded in Online Customer Reviews: Assessment with a Hybrid Fuzzy LMAW and Fermatean Fuzzy WASPAS Method31 cited