search query: @indexterm FUZZY SETS / total: 64
reference: 4 / 64
| Author: | Benitez, J. M. Martin, J. C. Román, C. |
| Title: | Using fuzzy number for measuring quality of service in the hotel industry |
| Journal: | Tourism Management
2007 : VOL. 28:2, p.544-555 |
| Index terms: | fuzzy sets service quality hotel and catering industry |
| Freeterms: | fuzzy number TOPSIS |
| Language: | eng |
| Abstract: | This paper presents a fuzzy multi-attribute decision-making approach for evaluating dynamically the service quality of three hotels of and important corporation in Gran Canaria Island via surveys. Based on the concept of the degree of optimality, we develop through TOPSIS an overall service performance index for each pair hotel-date of survey. This index will help hotel managers to understand their relative ranking position, and provide adequate alternative to performance evaluation of hotel services which usually involve subjective judgements of qualitative attributes. |
SCIMA