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Ranking of Performance Assessment Measures at Tehran Hotel by Combining DEMATEL, ANP, and SERVQUAL Models under Fuzzy Condition
Author
Source
Mathematical Problems in Engineering
Issue
Vol. 2018, Issue 2018 (31 Dec. 2018), pp.1-11, 11 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2018-03-06
Country of Publication
Egypt
No. of Pages
11
Main Subjects
Abstract 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.
American Psychological Association (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
Modern Language Association (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
American Medical Association (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
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1208024