Abstract

The selection and assessment of suppliers are essential for improving supply chain efficiency and fostering competitiveness. This study investigates the application of the Analytical Hierarchy Process (AHP) as a proficient method for assessing supplier service quality. AHP, a multi-criteria decision-making tool, provides a systematic and structured framework for evaluating the critical factors influencing supplier performance. The study employed the AHP model to evaluate supplier service quality in small and medium-sized enterprises (SMEs) to achieve this objective. The SERVQUAL framework consists of five dimensions—reliability, responsiveness, assurance, tangibles, and empathy accompanied by 20 sub-criteria, developed using the AHP technique. The analysis focused on evaluating the service quality of three distinct vendors, meticulously assessing their overall performance. The findings suggested that providers should emphasize reliability, responsiveness, certainty, and tangibles, while placing relatively less significance on empathy. Among the sub-criteria, delivering accurate services on the first attempt emerged as a significant issue for vendors. The AHP analysis indicates that Supplier A attained the highest performance ranking, followed by Supplier C and Supplier B. This study's findings offer actionable insights for decision-makers to effectively manage and enhance the aviation sector. By focusing on delivering exceptional services, suppliers can significantly improve customer satisfaction, aligning with the fundamental goal of supplier service excellence.