Performance Evaluation of IT Industries using SERVQUAL, DEA and FMCDM Case Study: System Group Company

In developed countries, improvement has been made in service providing industries along with the improvements made in quality assurance and management skills and systems in the domain of manufacturingindustries. Unfortunately, in developing countries, primary needs have led these countries to focus theirattention illogically and solely on production and they disregard the quality of services. That is why this research aims at investigating service improvement in the domain of Information Technology. Nowadays, the role played by information technology and communication in economic growth is evident to everyone.Because of access to Internet, communication and information technology is considered one of the major elements in providing services and has improved the efficiency of this industry. Meanwhile, focusing on service quality is an efficient approach that results in customer orientation in an organization and is believed by our domestic organizations and companies to be an efficient method to satisfy customers’ demands and hasbeen applied so many times. Presenting a compound approach, this research uses SERVQUAL as a tool forquality engineering of services, and multiple criteria decision making for ranking service providing branches, and data envelopment analysis for making improvement and benchmarking and it is an attempt to overcome these weaknesses and develop quality models in regard with service providing so that the current gap can be filled.

کلیدواژه ها:

Information Technology (IT) ، Quality of Services (QOS) ، SERVQUAL ، Data Envelopment Analysis (DEA) ، Fuzzy Multi-Criteria Decision Making (FMCDM