How to cite this paper
Zareinejad, M., Kaviani, M., Esfahani, M & Masoule, F. (2014). Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation.Decision Science Letters , 3(2), 143-156.
Refrences
Abari, A. A. F., & Yarmohamadian, M. H. & Esteki, M. (2011). Assessment Of quality of education in a non – government university via SERVQUAL Model. Procedia social and Behavioral science. 3rd World Conference on Educational Sciences – WCES, 2299 – 2304.
Alves, A., & Vieira, A. (2006). The SERVQUAL as a marketing instrument to measure services quality in higher education institutions", Marketing research and Techniques, ESCE/IPS, Compus do IPS , Estefanilha 2910. SETUBAL, PORTUGAL.
Büyük?zkan, G., Cifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8), 9407-9424.
Büyük?zkan, G., & Cifçi, G. (2012). A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Systems with Applications, 39(3), 2341-2354.
Chen, Y. H., Tseng, M. L., & Lin, R. J. (2011). Evaluating the customer perceptions on in- flight service quality. African Journal of Business management, 5(7), 2854-2864.
Deng, J. L. (1989). Introduction to grey system theory. The Journal of grey system, 1(1), 1-24.
Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, 16(3), 223-242.
Ham, L. C. (2003). Service quality, customer satisfaction , and customer behavioral intentions in higher education. A dissertation for the degree of doctor of business.
Jos, V. I. (2004). Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University. Information & Management, 41(8), 947-959.
Jiewanto, A., Laurans, C., & Nelloh, L. (2012). Influence of service quality , university image, and student satisfaction towards WOM intention : A case study on University of Peltia Harapan Surabaya, International conference on Asia pacific Business Innovation and Technology management. Procedia Social and Behavioral Science, 40, 16-23.
Kotler, P. (2000). Marketing management: The millennium edition (p. 29). Upper Saddle River, NJ: Prentice-Hall.
Lin, Y. H., Lee, P. C., & Ting, H. I. (2008). Dynamic multi-attribute decision making model with grey number evaluations. Expert Systems with Applications, 35(4), 1638-1644.
Lin, H. T. (2010). Fuzzy application in service quality analysis: An empirical study. Expert Systems with Applications, 37(1), 517-526.
Liou, J. J., Hsu, C. C., Yeh, W. C., & Lin, R. H. (2011). Using a modified grey relation method for improving airline service quality. Tourism Management, 32(6), 1381-1388.
Liu, F. H. F., & Hai, H. L. (2005). The voting analytic hierarchy process method for selecting supplier. International Journal of Production Economics, 97(3), 308-317.
Mostafa, M. M. (2006). A comparison of SERVQUAL and IP analysis: Measuring and improving service quality in Egyptian private universities. Journal of Marketing for Higher Education, 16(2), 83-104.
Okumufi, A., & Duygun, A. (2008). Service quality measurement on education service marketing and relationship between perceived service quality and student satisfaction. Anadolu University Journal of Social Science, 8(2), 17-38.
Oliveira, O. J., & Ferreira, E. C. (2009, May). Adaptation and application of the SERVQUAL scale in higher education. In Proceedings of POMS 20th Annual Conference Orlando, Florida USA.
Rajab, A., Panatik, S. A., Rahman, A., Rahman, H. A., Shaari, R., & Saat, M. (2011). Service quality in a Research university : A post _ Graduate perspective . International conference on education Psychology (ICEEPSY 2011), Procedia Social Behavioral Science, 29, 1830-1838.
Saaty, T. L. (1980). The analytic hierarchy process: planning, priority setting, resources allocation. M cGraw-Hill.
Saaty, T. L. (2010). Principia Mathematica Decernendi: Mathematical Principles of Decision Making: Generalization of the Analytic Network Process to Neural Firing and Synthesis. Review Publications.
Singh, R. A. J. D. E. E. P., & Khanduja, D. (2010). SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors from faculty perspective in higher education. International Journal of Engineering Science and Technology. Vol. 2 (7).
Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), 949-959.
Yilmaz, V., Filiz, Z., & Yapark, B. (2007). Service quality measurement in the Turkish higher education system with SERVQUAL method.. Anadolu University Journal of Social Science, 7(1), 299-316.
Yongqing, C., & Jiatao, H. (2009). Evaluating the Importance of Service Quality Factors in PMR Based on Grey Relational Theory. In Information Science and Engineering (ICISE), 2009 1st International Conference on (pp. 4857-4860). IEEE.
Yu, Y. (2010, January). Evaluation of E-commerce service quality using the analytic hierarchy process. In Innovative Computing & Communication, 2010 Intl Conf on and Information Technology & Ocean Engineering, 2010 Asia-Pacific Conf on (CICC-ITOE) (pp. 123-126). IEEE.
Alves, A., & Vieira, A. (2006). The SERVQUAL as a marketing instrument to measure services quality in higher education institutions", Marketing research and Techniques, ESCE/IPS, Compus do IPS , Estefanilha 2910. SETUBAL, PORTUGAL.
Büyük?zkan, G., Cifçi, G., & Güleryüz, S. (2011). Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Systems with Applications, 38(8), 9407-9424.
Büyük?zkan, G., & Cifçi, G. (2012). A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry. Expert Systems with Applications, 39(3), 2341-2354.
Chen, Y. H., Tseng, M. L., & Lin, R. J. (2011). Evaluating the customer perceptions on in- flight service quality. African Journal of Business management, 5(7), 2854-2864.
Deng, J. L. (1989). Introduction to grey system theory. The Journal of grey system, 1(1), 1-24.
Ham, L., & Hayduk, S. (2003). Gaining competitive advantages in higher education: analyzing the gap between expectations and perceptions of service quality. International Journal of Value-Based Management, 16(3), 223-242.
Ham, L. C. (2003). Service quality, customer satisfaction , and customer behavioral intentions in higher education. A dissertation for the degree of doctor of business.
Jos, V. I. (2004). Perceptions about the quality of web sites: a survey amongst students at Northeastern University and Erasmus University. Information & Management, 41(8), 947-959.
Jiewanto, A., Laurans, C., & Nelloh, L. (2012). Influence of service quality , university image, and student satisfaction towards WOM intention : A case study on University of Peltia Harapan Surabaya, International conference on Asia pacific Business Innovation and Technology management. Procedia Social and Behavioral Science, 40, 16-23.
Kotler, P. (2000). Marketing management: The millennium edition (p. 29). Upper Saddle River, NJ: Prentice-Hall.
Lin, Y. H., Lee, P. C., & Ting, H. I. (2008). Dynamic multi-attribute decision making model with grey number evaluations. Expert Systems with Applications, 35(4), 1638-1644.
Lin, H. T. (2010). Fuzzy application in service quality analysis: An empirical study. Expert Systems with Applications, 37(1), 517-526.
Liou, J. J., Hsu, C. C., Yeh, W. C., & Lin, R. H. (2011). Using a modified grey relation method for improving airline service quality. Tourism Management, 32(6), 1381-1388.
Liu, F. H. F., & Hai, H. L. (2005). The voting analytic hierarchy process method for selecting supplier. International Journal of Production Economics, 97(3), 308-317.
Mostafa, M. M. (2006). A comparison of SERVQUAL and IP analysis: Measuring and improving service quality in Egyptian private universities. Journal of Marketing for Higher Education, 16(2), 83-104.
Okumufi, A., & Duygun, A. (2008). Service quality measurement on education service marketing and relationship between perceived service quality and student satisfaction. Anadolu University Journal of Social Science, 8(2), 17-38.
Oliveira, O. J., & Ferreira, E. C. (2009, May). Adaptation and application of the SERVQUAL scale in higher education. In Proceedings of POMS 20th Annual Conference Orlando, Florida USA.
Rajab, A., Panatik, S. A., Rahman, A., Rahman, H. A., Shaari, R., & Saat, M. (2011). Service quality in a Research university : A post _ Graduate perspective . International conference on education Psychology (ICEEPSY 2011), Procedia Social Behavioral Science, 29, 1830-1838.
Saaty, T. L. (1980). The analytic hierarchy process: planning, priority setting, resources allocation. M cGraw-Hill.
Saaty, T. L. (2010). Principia Mathematica Decernendi: Mathematical Principles of Decision Making: Generalization of the Analytic Network Process to Neural Firing and Synthesis. Review Publications.
Singh, R. A. J. D. E. E. P., & Khanduja, D. (2010). SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors from faculty perspective in higher education. International Journal of Engineering Science and Technology. Vol. 2 (7).
Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), 949-959.
Yilmaz, V., Filiz, Z., & Yapark, B. (2007). Service quality measurement in the Turkish higher education system with SERVQUAL method.. Anadolu University Journal of Social Science, 7(1), 299-316.
Yongqing, C., & Jiatao, H. (2009). Evaluating the Importance of Service Quality Factors in PMR Based on Grey Relational Theory. In Information Science and Engineering (ICISE), 2009 1st International Conference on (pp. 4857-4860). IEEE.
Yu, Y. (2010, January). Evaluation of E-commerce service quality using the analytic hierarchy process. In Innovative Computing & Communication, 2010 Intl Conf on and Information Technology & Ocean Engineering, 2010 Asia-Pacific Conf on (CICC-ITOE) (pp. 123-126). IEEE.