IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v3y2008i1p127-143.html
   My bibliography  Save this article

Service quality evaluation of technical institutions using data envelopment analysis

Author

Listed:
  • M.S. Khan
  • S.S. Mahapatra
  • Sreekumar

Abstract

In the present emerging global economy, the focus has been shifted from manufacturing to service sector necessitating the quality assessment in service sector as an important issue. Education sector, especially Technical Education System (TES), is characterised as highly process oriented, intangibility and multistakeholder situations. Therefore, difficulty arises in evaluating quality of education being imparted aggregating the inputs and outputs of the system. This paper proposes an alternative method viz. Data Envelopment Analysis (DEA) which can aggregate the input and output components in such situations for obtaining an overall performance measure. Selected technical institutions in India are assessed for their service quality using DEA and suggestion is put forward for the non-performing institutions. The result shows significant difference between the conventional system of evaluation and DEA methods.

Suggested Citation

  • M.S. Khan & S.S. Mahapatra & Sreekumar, 2008. "Service quality evaluation of technical institutions using data envelopment analysis," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 3(1), pages 127-143.
    • Handle: RePEc:ids:ijpqma:v:3:y:2008:i:1:p:127-143
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=15970
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nojavan, Majid & Heidari, Atefeh & Mohammaditabar, Davood, 2021. "A fuzzy service quality based approach for performance evaluation of educational units," Socio-Economic Planning Sciences, Elsevier, vol. 73(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:3:y:2008:i:1:p:127-143. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.