Application of Entropy – TOPSIS Method in Service Quality Assessment

Services play a significant role in a country's economy because they provide added value to customers and businesses. Therefore, service quality is one of the critical factors that determine the existence of an organization or business in the market. This paper presents a prioritization technique similar to the ideal solution - the TOPSIS method combined with Entropy weighting and the application to select service quality. A hypothetical situation is applied to five service packages with ten designed quality evaluation criteria based on the PZB Service Quality Model. The result is choosing the best service package. Thereby, business managers, based on this result, can devise appropriate service development strategies for customers.