Performance Evaluation of Information Technology (IT) Industries using a hybrid approach of SERVQUAL, DEA and FMCDM Case Study: System Group Co

In developed countries synchronous with improving and developing systems and quality management technique in manufacturing industries, using these models and techniques in service industries has been increased remarkably. Unfortunately in developing countries primary needs have been led to one-dimension and illogical tendency to manufacturing has been decreased quality level in services sector. Therefore in this research, improving services in Information Technology (IT) industries has been investigated. QOS is an effective and efficient method for realizing customer satisfaction in an organization which used a lot in our country to meet customers’ needs. Therefore in this research, I tried to suggest a combinational model of Quality of Services (QOS), Fuzzy VIKOR technique and Data Envelopment Analysis (DEA) technique to improve and to develop quality model in services area and decrease lack of research on this subject.