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Title: Developing a qualitative model of productivity for service companies using fuzzy analytic hierarchy process: a case study

Authors: Milad Akhlaghi Motlagh; Changiz Valmohammadi; Mahmoud Modiri

Addresses: Islamic Azad University, South Tehran Branch, Iran ' Department of Information Technology Management, Faculty of Management, Islamic Azad University, South Tehran Branch, Tehran, Iran; Faculty of Business and Law, School of Business, Taylor's University, Lakeside Campus, Subang Jaya, Malaysia ' Department of Industrial Management, Faculty of Management and Accounting, Islamic Azad University, South Tehran Branch, Iran

Abstract: The main purpose of this study is to develop a qualitative model of productivity, in order to determine the dimensions and measures of efficiency and effectiveness and their related weights of an Iranian leading internet service provider company known as of Dadeh Gostar-e Asr-e Novin. The population of the study is comprised of eight members of the surveyed company including managers of various functions who are experts in their working domain. In this research, three questionnaires were designed and used to collect data in accordance with the objectives of each phase. Also, fuzzy analytic hierarchy process (FAHP) was used to analyse the data in the final phase and to calculate the weights of the dimensions and measures of both factors of efficiency and effectiveness based on the proposed qualitative productivity model. The main finding of this study is the identification of various dimensions and their corresponding indicators of efficiency and effectiveness of the understudy service organisation based on the developed qualitative model.

Keywords: qualitative model of productivity; fuzzy analytic hierarchy process; FAHP; efficiency; effectiveness; service companies; case study.

DOI: 10.1504/IJPQM.2020.104519

International Journal of Productivity and Quality Management, 2020 Vol.29 No.1, pp.126 - 147

Accepted: 19 Oct 2018
Published online: 10 Jan 2020 *

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