The printed circuit board (PCB) assembling production process is generally optimized to ensure very low levels of errors (defects) so as to produce the higher quality product. The evaluation of efficiency of different types of PCB (cards) could help the management in identifying the quality of...

Data envelopment analysis (DEA), a non-parametric technique, has emerged as a popular management tool for measuring the performance of a set of entities, known as decision making units. This book, Data Envelopment Analysis and Its Applications to Management, is a collection of contributions from...

Purpose: The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach: The dimensions...

Purpose – This study aims to find the differences in the service quality (if any) between two types of banks, namely conventional and Islamic, in terms of common critical factors after re‐examining the SERVQUAL model, originally pioneered by Parasuraman. Further, the technique of dominance...