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Benchmarking of service quality with data envelopment analysis

201390 citationsJournal Article

Authors

Hakyeon Lee · Seoul National University of Science and Technology

Chulhyun Kim · Induk University

Topics & Keywords

Efficiency Analysis Using DEA Quality and Supply Management Customer Service Quality and Loyalty

UN Sustainable Development Goals

Peace, Justice and strong institutions

Publication Details

Published in: Expert Systems with Applications

Volume 41, Issue 8, pp. 3761-3768

DOI: 10.1016/j.eswa.2013.12.008

Field-Weighted Citation Impact: 11.97

Benchmarking of service quality with data envelopment analysis | Researchclopedia