Evaluating Service Productivity via Combining Approach FBWM & DEA-EEP (Case Study: Mazandaran Electricity Distribution Company)

Abstract

Objective: Today, productivity is one of the most important factors in economic growth. At the organizational level, a high level of productivity indicates optimal performance to gain a competitive advantage. Despite the important role of productivity of service organizations in economic growth, few studies have been conducted in this context. The purpose of this study is to evaluate service productivity by a combined fuzzy best-worst method and data envelopment analysis. Methods: In the first stage, carrying out a comprehensive review of the research literature, indicators of service productivity evaluation were identified. Then, the evaluation indicators were weighed using the fuzzy best-worst method. After weighing the indicators and determining the importance of each of them, using the data envelopment analysis approach, the efficiency, effectiveness, and productivity of Mazandaran Electricity Distribution Company were evaluated for five consecutive years from 2016 to 2020. Results: In this study, efficiency, effectiveness, and productivity were simultaneously evaluated using quantitative and qualitative indicators affecting the evaluation of the productivity of electricity distribution companies. Conclusion: The obtained results would help to assess service productivity by emphasizing both quantitative and qualitative aspects of services and paying attention to the dimensions of efficiency and effectiveness simultaneously. Productivity improvement strategies were also suggested based on the achieved results of the current study.

Keywords

• fuzzy best-worst
• data envelopment analysis
• improvement strategy
• services
• service productivity