Title: A hybrid multi-criteria decision making technique to improve the quality of hotel industry services in Mashhad City

Authors: Ali Mohaghar; Roya Eghbal; Seyed Hojjat Bazazzadeh

Addresses: Faculty of Management, University of Tehran, Tehran, Iran ' Department of Business Administration and MBA, Payame Noor University, P.O. Box 19395-3697, Karaj, Iran ' Young Researchers and Elite Club, West Tehran Branch, Islamic Azad University, Tehran, Iran

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.

Keywords: service quality; hotel industry; MCDM; F ANP; F TOPSIS.

DOI: 10.1504/IJKMTH.2017.085863

International Journal of Knowledge Management in Tourism and Hospitality, 2017 Vol.1 No.2, pp.152 - 175

Received: 06 Dec 2016
Accepted: 25 Feb 2017
Published online: 16 Aug 2017 *

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