Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/1340
Title: Prioritising factors influencing service quality at Durban University of Technology: AHP approach
Authors: Ramroop, Shaun 
Green, Paul 
Keywords: Multi-criteria Decision Making;University;Pairwise Comparison;Brainstorming
Issue Date: 2014
Publisher: Kamla-Raj
Source: Green, P. and Ramroop, S. 2014. Prioritising factors influencing service quality at Durban University of Technology: AHP approach. Journal of Social Sciences. 40(2): 243-250.
Journal: Journal of Social Sciences (Print) 
Abstract: 
There have been numerous studies conducted on the evaluation of service quality at universities. However, there remains a deficiency on using a multi criteria decision making approach in determining factors to consider for the improvement of service quality at a university. The purpose of this paper is to report on the use of Analytic Hierarchy Process (AHP) as a decision making tool in determining factors to consider for the improvement of service quality at a university. The study adopted a mixed method methodology and an action research approach was employed using a case at the Durban University of Technology. A purposive convenient sample of 30 participants was used.Data was collected via questionnaires and face-to-face interviews. The data was captured inthe software Expert Choice and the results were processed by taking the aggregated group judgements as the geometric mean of the individual comparisons. The findings reveal that organisational and educational issues are paramount to providing an effective service at tertiary institutions.
URI: http://hdl.handle.net/10321/1340
ISSN: 0971-8923
DOI: 10.1080/09718923.2014.11893321
Appears in Collections:Research Publications (Accounting and Informatics)

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