Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition
المؤلف
المصدر
Mathematical Problems in Engineering
العدد
المجلد 2018، العدد 2018 (31 ديسمبر/كانون الأول 2018)، ص ص. 1-11، 11ص.
الناشر
Hindawi Publishing Corporation
تاريخ النشر
2018-03-06
دولة النشر
مصر
عدد الصفحات
11
التخصصات الرئيسية
الملخص EN
An effective hybrid model has been proposed by combining ANP, SERVQUAL, and DEMATEL techniques.
This model aims to meet different purposes of the hotels and diverse needs of customers at different stages, that is, reservation, reception, accommodation, catering, and check-out.
High quality services are ensured when customer expectations have been provided at the expectation level of the customers or beyond that.
SERVQUAL model is used to assess the performance of the organizations in terms of five dimensions: responsiveness, empathy, reliability, assurance, and tangibles.
Super matrix calculations and pair comparisons required in ANP model have been carried out using DEMATEL model in order to measure the influence of performance assessment measures on each other.
In this paper, SERVQUAL model parameters have been considered as the expectations of the hotel clients.
Then these customer expectations have been analyzed using DEMATEL model and finally have been ranked using ANP model.
Parameters of SERVQUAL model are comprised of verbal and vague criteria in terms of the responses provided by the organizations and customers.
This has led to fuzzy conditions in this research.
The hybrid model provided better results compared with each individual model, in terms of meeting customer satisfaction and the organization’s objectives.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Kargari, Mehrdad. 2018. Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition. Mathematical Problems in Engineering،Vol. 2018, no. 2018, pp.1-11.
https://search.emarefa.net/detail/BIM-1208024
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Kargari, Mehrdad. Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition. Mathematical Problems in Engineering No. 2018 (2018), pp.1-11.
https://search.emarefa.net/detail/BIM-1208024
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Kargari, Mehrdad. Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition. Mathematical Problems in Engineering. 2018. Vol. 2018, no. 2018, pp.1-11.
https://search.emarefa.net/detail/BIM-1208024
نوع البيانات
مقالات
لغة النص
الإنجليزية
الملاحظات
Includes bibliographical references
رقم السجل
BIM-1208024
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر