IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v11y2013i4p434-445.html
   My bibliography  Save this article

An AHP/DEA ranking method based on service quality approach: a case study in hotel industry

Author

Listed:
  • Hadi Shirouyehzad
  • Farhad Hosseinzadeh Lotfi
  • S. Mohammad Arabzad
  • Reza Dabestani

Abstract

For appropriate decision making in organisations, it is particularly important to identify strengths and weakness of the organisations and also their status versus other organisations. Understanding one's status in comparison with others can be effective and may lead to decision-making improvement. There are a number of criteria for evaluating, ranking and analysing efficiency of organisations. One of the most important approaches in service organisations is service quality, which evaluates the customer satisfaction from delivered services. In this paper, an integrated method based on AHP and DEA is presented to rank service units considering service quality dimensions. The proposed DEA model includes five service quality gaps as inputs and customers' perceptions as single output. A pair-wise comparisons questionnaire is filled by experts to determine the weights of inputs criteria. Finally, hotels' ranking are determined based on the proposed integrated AHP/DEA model and service quality approach.

Suggested Citation

  • Hadi Shirouyehzad & Farhad Hosseinzadeh Lotfi & S. Mohammad Arabzad & Reza Dabestani, 2013. "An AHP/DEA ranking method based on service quality approach: a case study in hotel industry," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 11(4), pages 434-445.
    • Handle: RePEc:ids:ijpqma:v:11:y:2013:i:4:p:434-445
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=54269
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Alaa Alden Al Mohamed & Sobhi Al Mohamed, 2023. "Application of fuzzy group decision-making selecting green supplier: a case study of the manufacture of natural laurel soap," Future Business Journal, Springer, vol. 9(1), pages 1-20, December.
    2. Bilbao-Terol, Amelia & Bilbao-Terol, Celia, 2024. "The Choquet integral supported by a hedonic approach for modelling preferences in hotel selection," Omega, Elsevier, vol. 122(C).
    3. Popovic, Gabrijela & Stanujkic, Dragisa & Brzakovic, Miodrag & Karabasevic, Darjan, 2019. "A multiple-criteria decision-making model for the selection of a hotel location," Land Use Policy, Elsevier, vol. 84(C), pages 49-58.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:11:y:2013:i:4:p:434-445. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.