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Service Quality Measurement with SERVQUAL using Analytic Hierarchy Process Model: An Empirical Study of Private Eye Hospitals in Punjab

Ajwinder Singh Dhillon, Dr. Ajay Prasher


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In the present time, Service providers are facing a constant demand for providing customer oriented services and continuous service improvement is required. It is important to understand customer expectations and their needs effectively so to survive in this competitive market. The five dimensions of SERVQUAL (service quality) methodology were tested for the three private eye care hospitals by using Analytical hierarchy process (AHP) in obtaining priority criteria; we found the most concerned dimension of service quality.


Service Quality (SERVQUAL);Eye-care quality; Customer satisfaction; Analytic hierarchy process (AHP)

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