... integrates the analytic hierarchy process, gap analysis and integer programming to map customer preferences, identify service deficiencies and create mathematical models for optimizing service improvements, focusing on cost minimization. Findings The findings affirm that food quality and service delivery...

... satisfaction which increases the limitation of original IPA. Tontini (2013) presented a new method improvement gap analysis with IPA and diagonal IPA to find out the impact of incremental innovation on customer satisfaction. Feng et al. (2014) investigated the different approaches to IPA...

... and gaining competitive advantage. Design/methodology/approach – The present study has used the AHP methodology to benchmark the SQ of airlines in India. Subsequently, competitive SQ gap analysis is performed to evaluate and compare strength and weakness of focal firm (Airline “B”) against its...

.... After data collection, a mean score analysis using SPSS 15 was taken up to assess the present service performance levels of the select container carriers. Then a performance gap analysis was carried out using the gap analysis formula found in the benchmarking literature. Findings Out of the 48...

...Fiorenzo Franceschini; Maurizio Galetto; Terry R. Collins; Manuel D. Rossetti; Heather L. Nachtmann; James R. Oldham Purpose To investigate the application of multi‐attribute utility theory (MAUT) to aid in the decision‐making process when performing benchmarking gap analysis. Design...

... at point “c”. However, the leading organization may also identify innovative practices and have moved to point “d” at T2. The implied higher rate then necessary for “the improvers” to catch up by time T3 is shown in Figure 2 as the line “c‐e”. The technique known as “gap analysis” is traditionally...

...Gerald J. Balm First there was traditional benchmarking and then “expanded” benchmarking. Both analyse the gap between current practice and best practice. Introduces what might be the next great value‐add in store for benchmarking. Proposes that benchmarking gap analysis be extended by estimating...