Applying importance-performance analysis to analyze service quality:a case of two coach companies

DOI10.1080/02522667.2008.10699861MaRDI QIDQ3604307zbMATH OpenOpenAlexFDO

Authors Hsin-Hung Wu, Jiunn-I. Shieh, Wan-Ru Pan

Publication date 24 February 2009

Published in Journal of Information and Optimization Sciences (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1080/02522667.2008.10699861

zbMATH Keywords

benchmarkingperformance ratiostrengthservice qualityimportance-performance analysisweaknesscoach company

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

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Cited in

(2)

• Service quality evaluation in the tourism industry: a SWOT analysis approach
• Application of IPA and back-propagation neural network to build a new service quality decision making model

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