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Gestão & Produção

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FREITAS, André Luís Policani  and  COSTA, Helder Gomes. A multicriteria approach for evaluating and classifying quality in services. Gest. Prod. [online]. 1998, vol.5, n.3, pp.272-283. ISSN 0104-530X.

This study describes an original multicriteria approach for classifying/ordering the quality of services given by companies using the measurement of customer satisfaction rate. Based on the combination of an MCDM methodology (ELECTRE III Method), with Quality tools statistical methods, this methodology presents special features which incorporates a scientific treatment into the subjectivity present in the procedure of evaluating the customer satisfaction rate - which differs from the other methods used in this context. This study also presents the results of an experiment to identify the difficulties found in the implementation of the methodology.

Keywords : ELECTRE; multicriteria; services; quality; customer.

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