The full text of this article
A hybrid multi-criteria decision making technique to improve the quality of hotel industry services in Mashhad City
by Ali Mohaghar; Roya Eghbal; Seyed Hojjat Bazazzadeh
International Journal of Knowledge Management in Tourism and Hospitality (IJKMTH), Vol. 1, No. 2, 2017
Abstract: Service industry is one of the most lucrative industries in the 21st century. To survive and succeed in competitive markets, service organisations pay special attention to the quality of their services. In between, hotel industry, as one of the most important parts of booming tourism industry in each country, has always been considered. The goal of conducting this study is to identify and rank the factors affecting the improvement of the quality of hotel industry services. For this purpose, 21 components were identified reviewing research literature and experts' views; and finally, two FUZZY ANP and FUZZY TOPSIS methods prioritised using combination method. The conclusion showed that having new and up-to-date hotel equipments, having professional staff for hoteling services and respecting customers are the first priorities. Therefore, regarding the above factors, it is suggested to hotel managers, to work on advancing services quality presented by this industry.
Online publication date: Tue, 15-Aug-2017
is only available to individual subscribers or to users at subscribing institutions.
Go to Inderscience Online Journals to access the Full Text of this article.
Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.
Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Knowledge Management in Tourism and Hospitality (IJKMTH):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable).
See our Orders page to subscribe.
If you still need assistance, please email email@example.com