...‐S‐QUAL measurement scale is classified according to Kano's model and the relative importance levels of the E‐S‐QUAL quality attributes are revealed via analytical hierarchy process (AHP). The data of the study were gathered through a questionnaire, which consisted of four parts and was applied...

...Clare Chua Chow; Peter Luk Purpose The paper aims to develop a technique that considers competition using the analytic hierarchy process (AHP) framework to measure service quality. Design/methodology/approach The present study adapted the AHP methodology to the measurement of service quality...