Abstract
Employee performance evaluation in service-oriented organizations requires assessment approaches that are objective, measurable, transparent and aligned with customer-perceived service quality. However, prior studies remain fragmented across service quality measurement, human resource analytics, decision support system design and multicriteria decision-making methods. This study systematically reviews the integration of Service Quality (SERVQUAL) and Multi-Objective Optimization on the Basis of Ratio Analysis (MOORA) into Decision Support Systems (DSS) for employee performance evaluation. Following the PRISMA 2020 protocol, literature indexed in Scopus and Web of Science was identified, screened and synthesized through thematic and comparative analysis, while methodological quality was assessed using the Mixed Methods Appraisal Tool (MMAT). Sixty studies were included in the final qualitative synthesis. The review identified five major research streams: SERVQUAL measurement and adaptation, hybrid MCDM-based service evaluation, HR and people analytics, intelligent and explainable DSS and employee-oriented SERVQUAL applications. Findings show that SERVQUAL provides a basis for customer-oriented performance criteria, while MOORA offers transparent multi-criteria ranking across benefit and cost criteria. Nevertheless, direct empirical integration of SERVQUAL and MOORA for individual employee appraisal remains limited. The synthesis further highlights the need for defensible criterion-to-performance mapping, careful attribution of customer evaluations to employees and governance mechanisms addressing transparency, fairness, validation and employee review. The study proposes a SERVQUAL–MOORA conceptual framework for subsequent pilot testing and cross-sector validation.
Keywords: Decision Support Systems, Employee Performance Evaluation, Human Resource Analytics, MOORA, SERVQUAL.