Constructing a MUSA Model to Determine Priority Factor of a SERVPERF Model.

Abstract

The study aimed to determine the priority factor among the factors in a SERVPERF Model. The SERVPERF Model explains the students’ satisfaction towards the quality of service provided by their hostel management. Priority factor is the factor that is considered important by the customers, but they are not satisfied with the service provided for that factor. A Multi-criteria Satisfaction Analysis (MUSA) Model is built based on ordinal regression with linear programming approach. However, study found that the MUSA Model built is not stable and could not interpret the data set used. This finding is consistent with the fact that MUSA Model does not always give out an interpretable results..

Keywords: Multi-criteria Satisfaction Analysis (MUSA), Modified SERVPERF Model, Priority Factor, Ordinal Regression, Linear Programming Approach.