A strategic service quality approach using analytic hierarchy process

Abstract

Purpose

The paper aims to develop a technique that considers competition using the analytic hierarchy process (AHP) framework to measure service quality.

Design/methodology/approach

The present study adapted the AHP methodology to the measurement of service quality, involving five steps – referred to as “analytical hierarchy process for service quality” (“AHP‐SQ”). Subsequently, the authors demonstrate how the technique can be applied to the fast‐food restaurants.

Findings

The AHP‐SQ approach described in this study thus assists management to devise and maintain a relevant, competitive plan for ongoing improvements in service quality. Specifically, such analysis enables the following questions to be addressed: “How does the firm perform in terms of service quality in relation to its competitors?”; “Given the firm's resources, which service initiatives will enhance its service competitiveness?”; “Which service areas require immediate improvement?”; “How should the firm's service improvement be prioritized?”, and “What opportunities exist for service improvement in relation to the competition?”

Research limitations/implications

It would be important to consider the “right” dimensions of service quality that are relevant to the respective industry. It would also be essential to collect responses from customers who have utilized the services of the focal firm as well as its competitors in order to have an accurate opinion.

Practical implications

The framework proposed here allows management to address two main issues pertaining to its competitive advantage: establishing its performance ranking in the marketplace; and identifying the service elements that most require improvement.

Originality/value

The paper develops a cohesive approach to help managers identify which reliability, assurance, tangibles, empathy, responsiveness (RATER) service dimensions require attention to create a sustainable competitive advantage. It offers a “bigger picture” in service‐quality management.

Citation

Chua Chow, C. and Luk, P. (2005), "A strategic service quality approach using analytic hierarchy process", Managing Service Quality: An International Journal, Vol. 15 No. 3, pp. 278-289. https://doi.org/10.1108/09604520510597827