Design of Experiments (DoE) for the Service Industry

Abstract

In today’s economy, service industry plays a crucial role. Service industry encompasses sectors such as education, healthcare, hospitality and retail. Due to the nature of this sector, performance and service quality are crucial to the customer satisfaction which is an important driver of the sector. Design of experiments is a statistical tool that analyzes how changing inputs impact the output. In the context of the service industry, the use of design of experiments to improve service performance metrics is not as common as its use in the manufacturing sector. This thesis conducts a systematic literature review along with bibliometric analysis techniques in order to investigate how design of experiments have been used so far in the service industry with the goal of providing insights into the use of design of experiments to decision makers.

Date of Award	Aug 2023
Original language	American English
Supervisor	Maher Maalouf (Supervisor)