Quality-driven Performance Evaluation in Service Provider

摘要

Service quality is an important factor that improves the productivity of service providers and improves the competitiveness of service operations. Service providers have been investing significant financial, material and human resources to improve the quality of their services to stimulate revenue generation. The present invention proposes a two-step network DEA model considering the correlation between cost, service quality and benefit. It shows how effectively cost contributes to service quality and how effectively providing quality of service contributes to revenue generation. The present invention also shows case studies involving 32 domestic university hospitals with real data, and provides rich experimental results to address the validity and applicability of the proposed model integrating service quality in the service operation industry.